What users are saying about
31 Ratings
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332 Ratings
31 Ratings
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Score 9.2 out of 100

Qualtrics

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332 Ratings
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Score 8.6 out of 100

Highlights

Medallia and Qualtrics are both software designed to engage with customers and gauge their thoughts through surveys.  Medallia is a customer experience management software that provides survey features, as well as in app feedback and review features.  Qualtrics is a survey & form building tool designed to help businesses collect and analyze data with highly customizable surveys.

Features

Medallia and Qualtrics both offer survey creation capabilities, but they also have a few standout features that set them apart from each other. 

Medallia provides form and survey generation, but it also offers review and reputation management.  In addition to collecting data about customer experience, Medallia also provides analytics features so the businesses can see what is impacting customer loyalty.  Medallia offers a complete platform for monitoring customer experience with both individual products and brands as a whole.

Qualtrics is a dedicated survey platform that businesses use to gain specific, actionable insights on both customers and employees.  Qualtrics provides a simple to use interface that allows staff to create surveys from scratch or from templates, and easily push the survey out to a contact list with a single click. Additionally, Qualtrics provides detailed analytics that helps businesses determine what groups are answering their surveys and what the consensus of the respondents is.

Limitations

Medallia and Qualtrics both allow for survey creation, but they also have some limitations that are important to consider.

Medallia provides a complete customer experience platform, but it doesn’t provide specialized survey tools in the same way Qualtrics does. Users can create customized surveys using Medallia, but it doesn’t provide a wide variety of survey templates.  For businesses looking primarily to create surveys, Qualtrics may be preferred.

Qualtrics offers dedicated survey making features, but it doesn’t include support for review and reputation management. Additionally, Qualtrics doesn’t include detailed analytics features outside of individual survey reports. Qualtrics is great for businesses looking to create surveys, but Medallia is better for organizations seeking a complete customer experience management solution. 

Pricing

Pricing for both Qualtrics and Medallia is dependent on the feature needs and size of the purchasing business.  Buyers can reach out to vendors for a detailed quote.

Likelihood to Recommend

Medallia

Any customer service industry would benefit from implementing Medallia. This is your one-stop-shop for everything surveying and data analytics. I have personally seen this successfully implemented in both software companies and retail. Medallia offers multiple integration options to create connected applications in your business. This is designed as an enterprise solution, smaller businesses may find it difficult to justify the cost.
Anonymous | TrustRadius Reviewer

Qualtrics

I think Qualtrics CoreXM can be used in nearly every scenario. It is best suited for internal or external gathering of the voice of the customer through product/service satisfaction surveys, disenrollment surveys, net promoter scores, post-meeting satisfaction surveys, comparison surveys (conjoint studies), etc. It also works well as a knowledge-transfer assessment tool (for tests or quizzes). Also, as a way to capture registrations or RSVPs. It is not as well suited for managing an online community forum that relies on participants to see and react to comments/responses from other members of the online community (like social media). There are other products better suited for that use case.
Kevin Bone | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

Medallia
Qualtrics
8.2
Survey templates
Medallia
Qualtrics
8.4
Themes
Medallia
Qualtrics
7.7
Custom logo/branding
Medallia
Qualtrics
8.5

Survey Content

Medallia
Qualtrics
8.7
Changes to live survey
Medallia
Qualtrics
9.0
Question design help
Medallia
Qualtrics
8.1
Multiple question types
Medallia
Qualtrics
9.1

Survey Logic

Medallia
Qualtrics
8.8
Survey logic flexibility
Medallia
Qualtrics
8.8

Survey Reporting & Analytics

Medallia
Qualtrics
8.6
Response tracking
Medallia
Qualtrics
8.7
Data export
Medallia
Qualtrics
8.9
Standard reports
Medallia
Qualtrics
8.7
Custom reports
Medallia
Qualtrics
8.1
Analytics
Medallia
Qualtrics
8.6

Survey Administration & Security

Medallia
Qualtrics
8.7
Access controls
Medallia
Qualtrics
8.7
Compliance
Medallia
Qualtrics
8.7

Survey Distribution

Medallia
Qualtrics
8.6
Vendor-offered crowdsourcing
Medallia
Qualtrics
8.4
Respondent restrictions
Medallia
Qualtrics
8.8

Pros

Medallia

  • It provides a rating for customers to rank how satisfied or not satisfied they are with the service.
  • As an Account Manager, this is a helpful tool to hear customer's experiences and feedback.
  • Helps us manage our next steps because the tools also provide options to note the action taken and if the issue has been resolved or not.
Angela Ocampo | TrustRadius Reviewer

Qualtrics

  • There are both personal and shared libraries for individual users and business teams.
  • Extremely intuitive user-interface that familiarizes users with the platform quickly.
  • One can save results to a wide variety of formats (CSV, SPSS, and more) for further data management
Joshua Melder | TrustRadius Reviewer

Cons

Medallia

  • Our service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency.
  • Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform.
Anonymous | TrustRadius Reviewer

Qualtrics

  • The collaborate feature can be clunky and sometimes we have to remove access and add a person back in for them to see the survey in their lists
  • We have a contract through our university and more than one person has created their account in the wrong place, causing some administrative headaches as that is fixed so that we can collaborate on surveys with them.
  • I wish it was easier to organize my surveys into folders, there should be a more efficient way to do that.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Medallia

No score
No answers yet
No answers on this topic

Qualtrics

Qualtrics 9.4
Based on 41 answers
I was impressed a couple years ago when two heads of market research at Fortune 500 companies told me about them, and I've been even more impressed with the advancements I've seen in the last year. I like where the company is headed, and I look forward to using them again in a future role.
Ben Lawder | TrustRadius Reviewer

Usability

Medallia

Medallia 10.0
Based on 1 answer
Medallia's user interface is simple and intuitive for the end-user. Everyone in our organization from the CEO to store level team members use Medallia to see how we are delivering experiences for our customers. From an administrative side, I would rate Medallia closer to a 7.5, but this part of Medallia is not used as often post-implementation. That being said, you will need a technical/IT resource on staff or will need to pay a premium to a 3rd party to manage it for you.
Anonymous | TrustRadius Reviewer

Qualtrics

Qualtrics 8.9
Based on 19 answers
All the menus are very user friendly and intuitive. I can always find exactly what I'm looking for and can change anything I need to with ease. All the elements of the survey are adjustable with very little effort and without confusion.
Brian Harris | TrustRadius Reviewer

Support Rating

Medallia

Medallia 10.0
Based on 1 answer
Medallia is always there to answer questions and/or support our needs. In some cases it does require a PO if the request does not fall under normal support, but that does not change the fact that they are very responses and available to support your needs
Anonymous | TrustRadius Reviewer

Qualtrics

Qualtrics 8.6
Based on 31 answers
Whenever we have had an issue with trying to figure out how to do something (even though the documentation is incredibly well put together) we have asked Qualtrics support and have always received our answer nearly immediately (I think in maybe 10 times, only once did a support person need to call us back). Qualtrics support is dedicated to solving customer issues right, and in the first contact, if at all possible
D. SKye Hodges | TrustRadius Reviewer

Online Training

Medallia

No score
No answers yet
No answers on this topic

Qualtrics

Qualtrics 8.0
Based on 2 answers
I still use it. It does everything you need an online survey to do. From heat mapping to complex skip logic and display logic. I use it weekly and it never disappoints
Michael Climek | TrustRadius Reviewer

Implementation Rating

Medallia

No score
No answers yet
No answers on this topic

Qualtrics

Qualtrics 9.0
Based on 2 answers
I like being able to easily integrate new colleagues by simply giving them a log in user name and password
Benjamin Sider | TrustRadius Reviewer

Alternatives Considered

Medallia

Mediallia does not only gives us convenience. It also gives us an opportunity to solve real-time feedback and create real-time solutions. The platform is easy to use, with a dashboard that could help our agents check their progress on a daily basis. I am particularly impressed with the platforms' ability to provide high attention to detail, without compromising the sleek design that gives a professional vibe.
Michelle Joyce Nael | TrustRadius Reviewer

Qualtrics

]Qualtrics] CoreXM is great if you want something that is a little more [long] lasting and impactful than a simple survey engine, but aren't quite ready for something that is a long term sustainable program. I would put [Qualtrics] CoreXM squarely in the large, defined project phase. CX is more of the program phase, and other lessor vendors are great for the pre-project definition phase
Luke Ferrel | TrustRadius Reviewer

Return on Investment

Medallia

  • Does play a big role when we are running a referral campaign. Referral greatly affects sales and retention, since customers are bringing in new clients/customers.
  • It helps our organization keep track of the accounts that are most likely to churn by checking their feedback and knowing how we can improve our service
Jose Michael dela Cruz | TrustRadius Reviewer

Qualtrics

  • It can be hard to determine an exact ROI for Qualtrics; however, the data you can bring to the table when important decisions are being made is invaluable.
  • The most positive impact has been the ability to spend less time on reporting because the data is so accessible and easily shared.
  • The time to analyze raw text data is significantly less when you add Text iQ to your license.
Corinne Gibson | TrustRadius Reviewer

Screenshots

Pricing Details

Medallia

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Medallia Editions & Modules

Additional Pricing Details

Qualtrics

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Qualtrics Editions & Modules

Edition
Research Core 1$1,5001
  1. per user/per year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Medallia
9.4
Qualtrics
8.7

Likelihood to Renew

Medallia
Qualtrics
9.4

Usability

Medallia
10.0
Qualtrics
8.9

Reliability and Availability

Medallia
Qualtrics
9.0

Performance

Medallia
Qualtrics
5.5

Support Rating

Medallia
10.0
Qualtrics
8.6

Online Training

Medallia
Qualtrics
8.0

Implementation Rating

Medallia
Qualtrics
9.0

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