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Alida CXM

Score7 out of 10

15 Reviews and Ratings

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What is Alida CXM?

Alida CXM (formerly Vision Critical) is designed to enable users to listen to direct & indirect sources of customer feedback, perform automated actions on collected feedback and have complete visibility into key customer experience metrics so users can create exemplary customer experiences day after day. Alida CXM offers a holistic customer experience platform that brings in both operational and experiential data, integrates this data with the tools to collect, understand and action customer feedback along with the ability to analyze data and monitor trends in one integrated solution.

Categories & Use Cases

Reviews

What users are saying about Alida CXM.
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Not a great panel management tool

Incentivized
Verified User
Manager in Marketing (501-1000 employees employees)

Pros

  • I don't think it did anything "particularly" well.

Cons

  • As a self service survey creation tool, it lacked question types and logic functionality found in SurveyMonkey/SurveyGizmo etc.
  • As a self service panel tool, the functions of panel management was not up to par with some other providers. Almost prefer to jet let the VC rep/team do most of the work you typically would do yourself.
  • There were functions such as panel feedback and communications that was not even mentioned or shown to us until after we decided to stop using VC for our needs.

Return on Investment

  • Just caused us to really look at alternative options.

Alternatives Considered

Qualtrics

Great product, once you get the hang of it

Margaret (Meg) Manning
Research Analyst, Digital Media & Primary Analytics for E! and Esquire Network in Research & Development at NBCUniversal, Inc. (10,001+ employees employees)

Pros

  • The team is helpful in creating complicated survey logic
  • The team is accommodating in creating interfaces that suit our desired look
  • The team keeps in regular contact in order to effectively manage our requests and goals

Cons

  • I appreciate the possibilities of Vision Critical but in writing surveys the tool is not intuitive and takes some time to get used to.
  • Given that we are a media company we have also had to find ways to adjust to media file size limits when including videos.
  • Overall, with time I became very proficient and find uses for all the different aspects of the product, but for training others wish that some aspects were more user friendly.

Return on Investment

  • Particularly with the panel we have been able to save costs on purchasing sample
  • With the panel we can quickly field questions for short notice requests

A Critique, Visualized

John Sloneker
Sales Analyst in Marketing at Sony Music Entertainment (1001-5000 employees employees)

Pros

  • The ability to cross-tab and filter in dynamic report is pretty flawless.
  • Additionally, the various export formats in the report module are each useful in their own way.
  • Their client relations is really nice, they are always quick to respond to issues or additional help needed.
  • They do a great job on their end of finding panelists when we need additional people for a survey.

Cons

  • The functionality when creating a new questionnaire is rather clunky, particularly when there are a few conditional factors in the logical flow; being able to see those factors and how they apply with some sort of other logical layout would really help when creating a longer survey.
  • There are quite a few steps that aren't intuitive when launching a survey, for instance all the various dates (launch date, reserve date, survey date, etc etc etc). If there were a description field if you hovered above labeled areas of sections that explained what this field was for that would really help
  • It doesn't help either that the entire site is grey; it's a cold environment to be in for a long time, and the simple design makes it seem more clunky than it probably really is.

Return on Investment

  • We've developed a stronger understanding of what our consumers like and don't like about new/unique marketing plans.
  • We have been able to plan better targeted releases with survey insights.
  • Across a variety of surveys we have begun to see trends where there typically was not thought to be a common denominator.

Usability

Vision Critical -- A great resource for any market research department

Verified User
Analyst in Corporate (1001-5000 employees employees)

Pros

  • Sparq is great as a single tool to manage relationships with some of our most avid fans. It allows us to survey them, send emails, and provide information about how their feedback is being used.
  • The survey programming platform has a little bit of a learning curve but is quite flexible and provides a good respondent experience.
  • Vision Critical has greatly improved the reporting capabilities of the tool. It is quite easy to quickly generate custom cross-tab reports.
  • The customer support, and the collaboration from our account team has been very good.

Cons

  • I wish the product was more friendly to video surveys. It does support video, but there are restrictions on file size, and you can't maximize the size of the screen when watching a video.
  • I wish the product was more customizable. We have taken several measures to make changes to customize the product for our specific needs. It has turned out well, but it hasn't always been a smooth process.
  • I wish all of the reporting capabilities were rolled into one master reporting module. Within the tool, there are several different report areas. Each has its advantages, and like I said earlier, it is easy to generate quick reports. However, for more in-depth analysis, I sometimes want to use features from each of those report areas, and it would be very helpful if all the features I want were in one place.

Return on Investment

  • Our use of Vision Critical's software has allowed us to dramatically increase the amount of research that we do, at a much lower cost. Since there is no incremental cost for each survey we field, we can ask many questions we wouldn't have been able to otherwise.
  • Our use of an insights community has also sped up the research process, allowing us to write, program, field and report on a survey within only a few days.
  • Because of the two advantages listed above, we have been able to listen closer to our customers' opinions.

Vice President Of Market Research

Verified User
Vice-President in Marketing (51-200 employees employees)

Pros

  • It is a highly visual product
  • It supports numerous skip, and piping options
  • It is easy to use

Cons

  • It is weak on statistical analysis
  • Documentation could also be improved

Return on Investment

  • Many people ask if you Vision Critical experience
  • It does open some doors.

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