Alida CXM vs. Narvar

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Alida CXM
Score 7.0 out of 10
N/A
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…N/A
Narvar
Score 8.1 out of 10
N/A
Narvar, headquartered in San Francisco, offers their post-purchase oriented customer experience platform, providing shipment tracking, customer pick up options, notifications, and purchase return capabilities and features.N/A
Pricing
Alida CXMNarvar
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Alida CXMNarvar
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Best Alternatives
Alida CXMNarvar
Small Businesses
Sogolytics
Sogolytics
Score 9.0 out of 10
Sogolytics
Sogolytics
Score 9.0 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.1 out of 10
Quadient Inspire
Quadient Inspire
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Alida CXMNarvar
Likelihood to Recommend
5.0
(7 ratings)
8.4
(5 ratings)
Likelihood to Renew
7.5
(6 ratings)
-
(0 ratings)
Usability
3.0
(1 ratings)
-
(0 ratings)
Support Rating
10.0
(1 ratings)
8.0
(1 ratings)
User Testimonials
Alida CXMNarvar
Likelihood to Recommend
Alida
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.
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Narvar
If you're not on a platform that has a branded post-purchase landing page or in-email estimated delivery date script, Narvar provides this experience. It's a nice-to-have for any brand that wants to provide a seamless, branded shopping experience for their customers. Narvar's grown rapidly and it seems they are increasing costs, which may be prohibitive and hard to justify for smaller companies.
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Pros
Alida
  • 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
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Narvar
  • Narvar offered us a turn-key solution that we had up and running in less than a month.
  • Narvar offered several out of the box widgets (solutions) to help build/customize content (calendar view, milestone icons, SMS messaging and personalize content based on items purchased).
  • Narvar's solution is scalable/expandable to include returns (once we are ready).
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Cons
Alida
  • 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.
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Narvar
  • Pricing is much more expensive than competitors.
  • UI Design is often lacking.
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Likelihood to Renew
Alida
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.
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Narvar
No answers on this topic
Usability
Alida
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.
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Narvar
No answers on this topic
Support Rating
Alida
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
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Narvar
Once it's set up, it doesn't require much support. We used to have quarterly or bi-annual touch bases with an account person to review our rating and customer usage but haven't heard from them in a while - either because we're too small or they got rid of this interaction. Can't say we miss it though because we can see our rating and feedback, and there is only so much you can do within the confines of the platform without adding on new functionality.
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Alternatives Considered
Alida
Vision Critical is more appealing visually but no where near as complex or robust. Vision Critical is also much more expensive though.
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Narvar
At the time, Narvar had no other competitors to my knowledge. We looked at building this functionality in house which had a 3 month estimate. Everyone involved happily welcomed the tool.
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Return on Investment
Alida
  • 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.
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Narvar
  • Not sure we could attribute ROI to this tool.
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ScreenShots