Top Rated
33 Ratings
Top Rated
33 Ratings
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Score 9 out of 100
8 Ratings
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Score 6.6 out of 100

Attribute Ratings

  • Medallia is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.2

Medallia

92%
21 Ratings
5.0

Qualtrics XM Discover

50%
3 Ratings

Usability

9.1

Medallia

91%
2 Ratings

Qualtrics XM Discover

N/A
0 Ratings

Support Rating

7.3

Medallia

73%
2 Ratings

Qualtrics XM Discover

N/A
0 Ratings

Likelihood to Recommend

Medallia

Medallia is best for customer experience feedback. This will allow you to analyze and understand their current experience with the service you are providing. You will not [only] understand what specific point you are lacking, but you will also know which point they are happy with. Using the data provided, you can take necessary actions on how to improve and elevate your customer's experience.
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Qualtrics

The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.
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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 customers' experiences and feedback.
  • It 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.
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Qualtrics

  • Voice to text functionality is extremely accurate.
  • Alert system for trending topics is very helpful.
  • The natural language processor is easy to tune to brand specific nuances.
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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.
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Qualtrics

  • Constant problems with being locked out of our Facebook account.
  • Responses not attaching to individual threads
  • No IG support
  • No IG DMs
  • Twitter Support lacking
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Pricing Details

Medallia

Starting Price

Editions & Modules

Medallia editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    Pricing Info

    Qualtrics XM Discover

    Starting Price

    Editions & Modules

    Qualtrics XM Discover editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Usability

      Medallia

      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.
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      Qualtrics

      No answers on this topic

      Support Rating

      Medallia

      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
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      Qualtrics

      No answers on this topic

      Alternatives Considered

      Medallia

      Medallia 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.
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      Qualtrics

      Clarabridge is far superior and the two truly can not be compared or spoken of in the same category. I would be open to the discussion of the many differences
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      Return on Investment

      Medallia

      • It 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.
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      Qualtrics

      • Clarabridge has allowed the organization to identify customer issues faster leading to a higher retention of customers.
      Read full review

      Screenshots

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