Medallia Agent Connect vs. SurveyMonkey Engage

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Medallia Agent Connect
Score 7.9 out of 10
N/A
Medallia Agent Connect (based on the former Stella Connect) is a CX suite of applications, performing customer feedback collection and service quality measurement, customer agent motivation tools, and employee engagement tools such as agent reward tools and performance tracking. Stella Connect was acquired by Medallia September 2020.N/A
SurveyMonkey Engage
Score 6.3 out of 10
N/A
SurveyMonkey Engage is an employee engagement platform, containing familiar SurveyMonkey surveys with an automated workflow and built-in employee engagement analytics.N/A
Pricing
Medallia Agent ConnectSurveyMonkey Engage
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Medallia Agent ConnectSurveyMonkey Engage
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
Community Pulse
Medallia Agent ConnectSurveyMonkey Engage
Top Pros
Top Cons
Best Alternatives
Medallia Agent ConnectSurveyMonkey Engage
Small Businesses
Sogolytics
Sogolytics
Score 8.9 out of 10
Submittable
Submittable
Score 8.9 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Bridge Learning Platform
Bridge Learning Platform
Score 9.9 out of 10
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
Bridge Learning Platform
Bridge Learning Platform
Score 9.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Medallia Agent ConnectSurveyMonkey Engage
Likelihood to Recommend
9.0
(2 ratings)
9.7
(4 ratings)
Support Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Medallia Agent ConnectSurveyMonkey Engage
Likelihood to Recommend
Medallia
The survey sent is customer-friendly, vibrant, simple, and easy to understand. The survey itself is comprised of simple question(s) with straightforward answer options for customers to make their selections. Creating the survey is a straightforward process for us to prepare and implement. Making updates or changes is just as easy.
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Momentive (SurveyMonkey, Inc)
This software is very well suited for situations where a group of individuals is being asked about their work experience, meeting, professional development, training, etc.. in any way while it is desired by the admin to alter the way content is delivered for better results to educators, etc… This software would be less appropriate in a setting where questions from only a few individuals are taken, making it easier to tell which person likely answered which survey.
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Pros
Medallia
  • The fundamental tool for customer satisfaction is exactly right. The way they allow us as agents to share details about ourselves, and humanize the process, has made a huge impact on the customer experience we provide. Our customers feel more inclined to leave us feedback and it allows us to get a real understanding of each of their individual expectations.
  • Customer Journey. From the beginning through the Sales process, through procurement, through trial and through now being users for over a year, the Stella Connect team has been incredibly helpful, informative and has provided us with the exact amount of interaction we need. They are very good at respecting your time while making sure they get in touch when necessary. New features that are relevant to our use case are sent my way. It's one of the only product update emails I actually read. They're incredibly responsive and very helpful.
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Momentive (SurveyMonkey, Inc)
  • Providing employees an opportunity to self-reflect
  • Providing employees an opportunity to provide interactive feedback, ask questions, and provide details anonymously
  • Organizational transparency--we can identify where we are and how we feel
  • Departmental remediation--we can identify opportunities when we have a low score in a department
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Cons
Medallia
  • Ability to create and send out different surveys triggered by different customer touchpoints
  • Ability to create surveys that aren't focused solely on agent performance
  • Ability to break down and search the data based on different customer attributes, such as profession or state
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Momentive (SurveyMonkey, Inc)
  • More offerings in targeting
  • Easier external reporting function
  • More question flexibility
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Support Rating
Medallia
They are the absolute best. My Sales guy Corey D. and my CSM Tim P. are totally a part of the team. They have been incredibly helpful through the process pre and post-sales and have become good friends. I appreciate that I feel like our team's success is always at the forefront of their minds.
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Momentive (SurveyMonkey, Inc)
No answers on this topic
Alternatives Considered
Medallia
We do not currently use any other products like Stella Connect, by Medallia. We have recently begun evaluating platforms that would allow us to collect feedback at different touchpoints throughout our customers' journeys, as well as through additional channels such as during our application process, quote and purchase experience, website experience, etc. We have looked at companies such as Survey Monkey, Medallia, and Qualtrics to help us better understand CSAT.
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Momentive (SurveyMonkey, Inc)
We were using a homegrown Google Doc that wasn't well worded and was not confidential. Although I appreciated the attempt from the former HR person to gather feedback, we needed a system that was more confidential and dedicated to gathering feedback in alignment with our corporate values. A Google Doc was not the right place for that.
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Return on Investment
Medallia
  • Implementing Stella Connect was such an easy decision. Before, we were working with "yes, I'm satisfied" or "no, I'm not satisfied" and felt it was an incredibly unclear and polarizing experience, as our users were forced to pick one or the other. Most often, we'd get a negative rating with a comment saying that the experience was fine, but some feature in the product was missing. This left it very difficult for us to really gauge the experience we were providing and how to improve. In addition, agent motivation was incredibly low and impossible to improve because they were left feeling like their scores were not matching their experience. Needless to say, implementing Stella Connect improved all of these issues 10-fold. The ROI has been incredibly substantial. We've been able to improve CSAT scores and properly measure the rate of first attempt resolutions. Team morale is at an all-time high, and our customers even love the experience.
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Momentive (SurveyMonkey, Inc)
  • It’s helped me to feel that I, as a teacher, am being listened to and policies, structures, procedures, etc..are being adjusted for the good of all.
  • This software helps to accumulate a wide variety of opinions across many different gender types, races, ethnicities, age groups, and backgrounds, providing a clear and consistent consensus from a group of varied individuals.
  • This software provides clarity on the overall consensus, providing an opportunity for growth as a business, which allows for better run procedures and a much better climate among all.
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