Alida CXM vs. GetFeedback

From my experience, I believe that Vision Critical offers the best software to manage an insights community. They are great to work with, and my opinion has only improved over time. However, that doesn't mean it is the best survey software overall. If someone simply needs to program and distribute surveys, this may or may not be the right solution. There are some other really great survey tools on the market that are competitively priced and offer very intuitive interfaces (like Qualtrics). If you are going to recruit people to answer surveys or provide feedback on an ongoing basis (re-contacting and engaging with the same people repeatedly), though, Vision Critical would be my #1 recommendation.

The Salesforce integration is fantastic. I have seen it evolve over the years and it is clear there is some considered investment going on here. In its first guise, the integration was fine at pushing survey response data to objects of your choosing. More recently, the integration has introduced a managed package, which has brought a really flexible object structure to what GetFeedback, by SurveyMonkey writes to. In a nutshell, you get a Survey -> Response -> Answer three tiered structure, meaning that you don't have to configure every time you mix up your survey design to b more complex. Finally, the forthcoming managed package is now being updated to bring a nice home page with it, with some nice top down analytics. This is great stuff and brings a lot of hope for the future of the platform. That Salesforce use it as their preferred surveying platform over their own on platform one is telling.

• 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

• Embed survey responses into an email to allow for easier data capture from customers.
• Automatically creates GetFeedback records in SFDC, which allows for greater visibility and better integration of reporting. This also drives a number of calls to action with internal teams via SFDC workflows and Gainsight.
• Very customizable look and feel of the survey to stay on corporate brand.
• Intuitive user interface.

Incentivized

• 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.

• The only real challenge I've encountered is that they don't have a simple way to use a defined drop-down list that is in our CRM.
• I wish I could get a custom icon for ratings vs. just stars, hearts, circles or numbers. That was not a deal breaker, but it would be kind of cool to have.
• The process of creating a URL (distributing a Salesforce Aware Survey) to embed in an email template is a little complicated and takes some practice, especially for a novice admin that, at the time, didn't have much experience in adding modifiers and merge fields.

Incentivized

Vision Critical often requires you to dump the data to a statistical program. I hate that step. You waste time, and improve the chance of data being lost, or changed.

I'll keep this running forever!

I think there is a ton of room to improve, in things as simple as aesthetics and other areas of logical flow when it comes to creating and then launching a survey, as well as providing descriptors for what each field is referencing. For instance, there are like 5 date fields to be filled out, but no button near them that says "this date will determine _________" and I am not about to go back into the training module, which was confusing enough to FIND, let alone work through to find just ONE answer.

It is incredibly straightforward to use. Setup time is hours to days. When it is up and running, you can forget it exists. The Lightning Platform integration then starts to provide many options around creative use of the tools. It becomes more about where you can extend to your hearts content. Lightning App developers will have a great time here.

Absolutely fantastic support team. Willing to help you online through vast collection of how-to guides and resources, online via chatbox, or over the phone. Even though we were in different time zones, they were always available. Very helpful and knowledgeable

The few times, and I mean few, I have had to reach out to the support staff they were very helpful. I was also lucky enough to meet the developer at a users' conference. His willingness to hear what I had to say was impressive. After understanding his background coming from the CRM world I knew that he knew what we as users needed in the way of integration.

Incentivized

Vision Critical is more appealing visually but no where near as complex or robust. Vision Critical is also much more expensive though.

GetFeedback has a professional appearance and dynamic content UI that is more trustworthy than other solutions. Additionally, the transitions and branding of GetFeedback are user-friendly on any device making survey response easy to manage. Finally, Salesforce integration is made not only easy but encouraged with a comprehensive ability to customize survey content.

Incentivized

• 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.

• Our response rate for our lead qualifying survey has been hovering around 55%. That doesn't mean that they complete the entire thing, but at least we are getting some answers back. It also allows us to weed out any leads that are outside of our scope of work. The survey when answered in its entirety gets a lead 13 steps down our customer journey map.
• The automation of sending out the recruiting survey has allowed our recruiting manager to focus on qualified applicants and has completely eliminated the duplicate data entry of key information that the hiring managers required for determining if a candidate should be scheduled for a phone interview. Over the past year of using this survey we received 145 survey back. That is 145 manual emails that no longer had to be sent out by staff. You do the math on that time savings.
• The new hire training feedback has allowed internal trainers to understand how to better tailor each session to on-board future employees in a more effective manner. With over 33 different training modules you can imagine how intensive our on-boarding process can be and if we can understand what works and what doesn't this only adds to the effectiveness of each trainer.

Incentivized