What users are saying about
14 Ratings
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Top Rated
737 Ratings
14 Ratings
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Score 6.7 out of 100

SurveyMonkey

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Top Rated
737 Ratings
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Score 8.2 out of 100

Highlights

Medallia and SurveyMonkey 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.  SurveyMonkey is a survey & form building tool designed to help businesses collect and analyze data with highly customizable surveys.

Features

Medallia and SurveyMonkey 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 in addition to review and reputation management.  Medallia collects data about customer experience and 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.

SurveyMonkey is a dedicated survey platform that businesses use to gain specific, actionable insights on both customers and employees. SurveyMonkey provides automated responsive design with a simple drag-and-drop survey editor so surveys will look great on all devices. For quick survey creation, SurveyMonkey has a wider variety of survey templates that can be used out of the box or customized.

Limitations

Medallia and SurveyMonkey can both be used to make and push out surveys, but they also have some limitations that are important to consider.

Medallia provides a fully featured customer experience platform, but it doesn’t provide specialized survey tools. Users can create customized surveys using Medallia, but it doesn’t provide a wide variety of survey templates, so businesses cannot make surveys as quickly as they would be able to with a dedicated tool.  For businesses looking primarily to create surveys, SurveyMonkey may be preferred.

SurveyMonkey includes specialized survey making features, but it isn’t a complete customer experience platform with support for reputation management.  Additionally, SurveyMonkey doesn’t include detailed analytics features outside of individual survey reports. For businesses looking for a customer experience platform, rather than a survey creation tool, Medallia may be preferred.

Pricing

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

SurveyMonkey offers a business pricing package for $25.00 per month per user.  For larger enterprises that need more advanced analytics features, the Team Premier package costs $75.00 per month per user.

Likelihood to Recommend

Medallia

I am not a huge fan of the platform because our Medallia Project Team does all the work for us. They don't do a great job of communicating how things work and the limitations of the platform.
Anonymous | TrustRadius Reviewer

SurveyMonkey

SurveyMonkey is great for when you need feedback from a large audience (our company is about 30 people) and you want feedback in a simple, quick, and easy way. It's very easy to use (you don't need to be super tech-savvy to understand how to use it) and you get answers immediately. We wouldn't use SurveyMonkey for something that requires more in-depth answers or when we want our employees' answers to remain confidential.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

Medallia
SurveyMonkey
8.0
Survey templates
Medallia
SurveyMonkey
8.6
Themes
Medallia
SurveyMonkey
8.2
Custom logo/branding
Medallia
SurveyMonkey
7.2

Survey Content

Medallia
SurveyMonkey
8.6
Changes to live survey
Medallia
SurveyMonkey
8.9
Question design help
Medallia
SurveyMonkey
8.0
Multiple question types
Medallia
SurveyMonkey
8.8

Survey Logic

Medallia
SurveyMonkey
8.2
Survey logic flexibility
Medallia
SurveyMonkey
8.2

Survey Reporting & Analytics

Medallia
SurveyMonkey
8.4
Response tracking
Medallia
SurveyMonkey
9.0
Data export
Medallia
SurveyMonkey
8.9
Standard reports
Medallia
SurveyMonkey
8.2
Custom reports
Medallia
SurveyMonkey
7.8
Analytics
Medallia
SurveyMonkey
8.2

Survey Administration & Security

Medallia
SurveyMonkey
8.5
Access controls
Medallia
SurveyMonkey
8.6
Compliance
Medallia
SurveyMonkey
8.5

Survey Distribution

Medallia
SurveyMonkey
8.2
Vendor-offered crowdsourcing
Medallia
SurveyMonkey
8.1
Respondent restrictions
Medallia
SurveyMonkey
8.3

Pros

Medallia

  • Integration with Salesforce: Medallia can be fully integrated with Salesforce or other CRM systems with all the data in both places and Account Managers/Sales, CSM's, Support, Onboarding, executives, etc., never have to leave SF and they have a Dashboard in SF tailored to their role. All data is available in real-time.
  • Closed loop: Great closed-loop where alerts are sent out to the right person in real time if there is a detractor or dissatisfied customer. This means you can contact the customer within 24 hours, which wows your customers and makes it easy to move to customers from a Detractor to a Promoter.
  • Actionable insights: Medallia has amazing dashboards, that give you the data you need along with text analytics to make changes based on your customer needs, pain points and trends. It gives you all the tools you need to take the right actions to improve you customer experience and the bottom-line.
Noomi Codon | TrustRadius Reviewer

SurveyMonkey

  • A strength for SurveyMonkey is that it is very user friendly. If one should become stuck in an area, the guides that are provided work nicely.
  • Allowing for a large number of participants to be mailed at once is a huge plus.
  • Being able to offer providers a link directly, being FB friendly, is a HUGE plus for our business.
Stacey Pagan | TrustRadius Reviewer

Cons

Medallia

  • Unable to export personal information into Excel causing a lot of manual work
  • Difficult to integrate with other systems due to the need for unique account identifiers
  • Missing some functionality. Need more pre-defined template responses. Would be nice to copy email addresses from the response tab without it opening up the response. Need different views of some reports
  • Search bars are finicky sometimes. Example- It's difficult to find users in the response subscribe section
Anonymous | TrustRadius Reviewer

SurveyMonkey

  • The UI feels outdated. That in itself is not a bad thing - you know when you're filling a Survey Monkey, as the interface is easily recognisable. However, while all the other competitors and tools are moving with the times, Survey Monkey seems to be stuck in time. That, however, is the opposite of their app: their mobile development team definitely keeps their app up-to-date with the latest technologies. For instance, they updated their app to support the latest iPhone 6 and 6 Plus soon after the devices were released.
  • There's reporting available on the platform, although it feels quite basic. As an analyst I usually require enough features to "slice and dice" the data and work with it, and Survey Monkey doesn't help me all the way. That's not the end of the world however: the reporting available will be just enough for a user who just wants to know the top-level stats, and for advanced users the spreadsheet exports will be enough for you to carry on your reporting in your tool of choice.
Ben Donkor | TrustRadius Reviewer

Likelihood to Renew

Medallia

No score
No answers yet
No answers on this topic

SurveyMonkey

SurveyMonkey 8.9
Based on 27 answers
It's very budget friendly. I think we pay a little over $200 a year for our annual subscription and we pretty much use it on a monthly basis to get feedback from our members on meetings, conferences, trade shows and gathering contact info.
Megan Abbott | TrustRadius Reviewer

Usability

Medallia

No score
No answers yet
No answers on this topic

SurveyMonkey

SurveyMonkey 5.0
Based on 3 answers
The interface it too packed with info and promotions. there isn't a clear distinction between the task-related components on the screen, and upgrade promotions, tips etc. much noise.
Eldad Arad | TrustRadius Reviewer

Performance

Medallia

No score
No answers yet
No answers on this topic

SurveyMonkey

SurveyMonkey 6.0
Based on 1 answer
still to many limitations for more complex surveys --skips, filtered questions, etc.
Jeannette Saquet | TrustRadius Reviewer

Support Rating

Medallia

No score
No answers yet
No answers on this topic

SurveyMonkey

SurveyMonkey 8.0
Based on 2 answers
We have only worked with the customer support team when renewing our plan. The process is very easy and can be completed in less than 5 minutes.
Anonymous | TrustRadius Reviewer

Implementation Rating

Medallia

No score
No answers yet
No answers on this topic

SurveyMonkey

SurveyMonkey 10.0
Based on 2 answers
Implementation not required.
Rachel Biederman | TrustRadius Reviewer

Alternatives Considered

Medallia

If you have a very large business with multiple outlets, Medallia is a reasonable choice to make because of the major scalability and the vast amounts of data you can collect. If you are a small, one-off, or independent business, it can be very costly and not all of the tools are necessary for you. I do not like the user experience or report visualizations as much as the reports on Revinate and TrustYou. Revinate is my favorite of the three so far.
Emily Penfold Dailey | TrustRadius Reviewer

SurveyMonkey

I have never used any other Survey Software/Program, because Survey Monkey has never let me down! If I were to need to find another program to use, I would most likely use the Internet and word of mouth and try to gather recommendations/referrals, but again, I have never felt it necessary to do so.
Anonymous | TrustRadius Reviewer

Return on Investment

Medallia

  • You have full visibility into what your customers are thinking on a wide spectrum, allowing you to get out of specific anecdotes and really determine your strengths and weaknesses.
  • You'll be able to make your customers feel more valued in asking for their feedback in improving, adding another layer of positive to the customer experience.
  • Medallia will help your employees learn what they're doing well and where they can get better, automatically helping to keep all of your employees continuously improve.
Andrew Mishler | TrustRadius Reviewer

SurveyMonkey

  • ROI positive.
  • Better connection and communication with my entire work team, and even better business relationships with clients.
  • With better data collection, we have been able to improve various functions within the organization, knowing our shortcomings, we find fast and accurate solutions.
Freddy Stephen | TrustRadius Reviewer

Pricing Details

Medallia

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SurveyMonkey

General

Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Medallia
5.9
SurveyMonkey
8.3

Likelihood to Renew

Medallia
SurveyMonkey
8.9

Usability

Medallia
SurveyMonkey
5.0

Reliability and Availability

Medallia
SurveyMonkey
10.0

Performance

Medallia
SurveyMonkey
6.0

Support Rating

Medallia
SurveyMonkey
8.0

Implementation Rating

Medallia
SurveyMonkey
10.0

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