Alida CXM vs. Usabilla

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
Usabilla
Score 4.6 out of 10
N/A
N/A
$49
per month
Pricing
Alida CXMUsabilla
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Alida CXMUsabilla
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Alida CXMUsabilla
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
Alida CXM
-
Ratings
Usabilla
8.0
4 Ratings
3% above category average
Survey templates00 Ratings10.03 Ratings
Themes00 Ratings6.04 Ratings
Custom logo/branding00 Ratings7.94 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
Alida CXM
-
Ratings
Usabilla
8.6
4 Ratings
0% below category average
Changes to live survey00 Ratings7.94 Ratings
Question design help00 Ratings10.03 Ratings
Multiple question types00 Ratings7.94 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
Alida CXM
-
Ratings
Usabilla
6.9
4 Ratings
19% below category average
Survey logic flexibility00 Ratings6.94 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
Alida CXM
-
Ratings
Usabilla
5.8
4 Ratings
35% below category average
Response tracking00 Ratings7.03 Ratings
Data export00 Ratings5.54 Ratings
Standard reports00 Ratings5.54 Ratings
Custom reports00 Ratings5.52 Ratings
Analytics00 Ratings5.54 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
Alida CXM
-
Ratings
Usabilla
7.4
4 Ratings
12% below category average
Access controls00 Ratings7.44 Ratings
Compliance00 Ratings7.44 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
Alida CXM
-
Ratings
Usabilla
8.5
2 Ratings
5% above category average
Vendor-offered crowdsourcing00 Ratings10.01 Ratings
Respondent restrictions00 Ratings6.92 Ratings
Best Alternatives
Alida CXMUsabilla
Small Businesses
Sogolytics
Sogolytics
Score 8.9 out of 10
Square 9 Softworks
Square 9 Softworks
Score 9.7 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Square 9 Softworks
Square 9 Softworks
Score 9.7 out of 10
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
Medallia
Medallia
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Alida CXMUsabilla
Likelihood to Recommend
5.0
(7 ratings)
3.8
(5 ratings)
Likelihood to Renew
7.5
(6 ratings)
-
(0 ratings)
Usability
3.0
(1 ratings)
3.8
(3 ratings)
Support Rating
10.0
(1 ratings)
3.1
(4 ratings)
User Testimonials
Alida CXMUsabilla
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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Usabilla
If we could select 0/10 we would... We would not recommend anyone using this product as it excludes a very important user group, disabled users. If you use this product you will be failing ADA and WCAG 2.1 (EU Directive for public sector websites and mobile apps). In my opinion, you will be vulnerable to lawsuits.
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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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Usabilla
  • Continuous feedback such as CSAT or NPS score.
  • Monitors feedback trends on recurring surveys through analytics dashboard.
  • In context, in the moment data rather than during a follow up survey.
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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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Usabilla
  • Styling and positioning of the 'Feedback' button could be improved with more options provided. Right now it seems very basic.
  • Triggered surveys and popups would also benefit for more styling and control over how the survey is presented to users. Sometimes it can be hard to match your brand to the out-of-box options available. I've seen more flexible versions of this in other providers.
  • Notifications of negative feedback (delivered via email) could be improved. We like to try and take immediate action and the notifications haven't always made this possible. I'd also like to see more notification options added to triggered campaigns and surveys.
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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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Usabilla
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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Usabilla
The interface to configure the questionary is quite easy to use. It helps to give autonomy to marketing teams. Once the initial setup is made (integrating a basic javascript code on your website), you can easily deploy any questionary on any page of your website. Usabilla is a very flexible tool overall.
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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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Usabilla
If we could select 0/10 we would... If Usabilla were to fix their accessibility issues we would consider keeping our subscription to them, but as it stands this does not seem possible as Usabilla does not seem interested in making the platform accessible.
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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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Usabilla
I have Hotjar, Sprig, and Usabilla in my workplace. Usabilla unfortunately has the most limited feature set of the 3 options. The difficulty of administering a Usabilla survey on mobile is a big blocker for my projects. Sprig and Hotjar both allow mobile and allow video recordings (either of a user's screen or a user's webcam for impromptu interviews).
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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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Usabilla
  • Positive - gave us more insight into our user's journey post purchase.
  • Positive - let us know what problems our users were having with our account portal through moment of truth surveys.
  • Positive - gave us numbers to show to leadership that quantified the digital customer experience.
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ScreenShots