What users are saying about
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Top Rated
33 Ratings
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Top Rated
912 Ratings

Medallia

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Top Rated
33 Ratings
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Score 9 out of 100

SurveyMonkey

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Top Rated
912 Ratings
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Score 8 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.

Feature Set Ratings

    Survey Format & Appearance

    Medallia

    Feature Set Not Supported
    N/A
    7.3

    SurveyMonkey

    73%
    SurveyMonkey ranks higher in 3/3 features

    Survey templates

    N/A
    0 Ratings
    7.8
    78%
    72 Ratings

    Themes

    N/A
    0 Ratings
    6.9
    69%
    65 Ratings

    Custom logo/branding

    N/A
    0 Ratings
    7.1
    71%
    64 Ratings

    Survey Content

    Medallia

    Feature Set Not Supported
    N/A
    7.9

    SurveyMonkey

    79%
    SurveyMonkey ranks higher in 3/3 features

    Changes to live survey

    N/A
    0 Ratings
    8.0
    80%
    59 Ratings

    Question design help

    N/A
    0 Ratings
    7.4
    74%
    69 Ratings

    Multiple question types

    N/A
    0 Ratings
    8.3
    83%
    75 Ratings

    Survey Logic

    Medallia

    Feature Set Not Supported
    N/A
    7.8

    SurveyMonkey

    78%
    SurveyMonkey ranks higher in 1/1 features

    Survey logic flexibility

    N/A
    0 Ratings
    7.8
    78%
    69 Ratings

    Survey Reporting & Analytics

    Medallia

    Feature Set Not Supported
    N/A
    7.7

    SurveyMonkey

    77%
    SurveyMonkey ranks higher in 5/5 features

    Response tracking

    N/A
    0 Ratings
    8.0
    80%
    74 Ratings

    Data export

    N/A
    0 Ratings
    7.9
    79%
    71 Ratings

    Standard reports

    N/A
    0 Ratings
    7.7
    77%
    74 Ratings

    Custom reports

    N/A
    0 Ratings
    7.5
    75%
    61 Ratings

    Analytics

    N/A
    0 Ratings
    7.4
    74%
    63 Ratings

    Survey Administration & Security

    Medallia

    Feature Set Not Supported
    N/A
    7.9

    SurveyMonkey

    79%
    SurveyMonkey ranks higher in 2/2 features

    Access controls

    N/A
    0 Ratings
    8.0
    80%
    63 Ratings

    Compliance

    N/A
    0 Ratings
    7.8
    78%
    54 Ratings

    Survey Distribution

    Medallia

    Feature Set Not Supported
    N/A
    7.1

    SurveyMonkey

    71%
    SurveyMonkey ranks higher in 2/2 features

    Vendor-offered crowdsourcing

    N/A
    0 Ratings
    7.2
    72%
    29 Ratings

    Respondent restrictions

    N/A
    0 Ratings
    7.0
    70%
    42 Ratings

    Attribute Ratings

    • Medallia is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    9.3

    Medallia

    93%
    21 Ratings
    7.3

    SurveyMonkey

    73%
    104 Ratings

    Likelihood to Renew

    Medallia

    N/A
    0 Ratings
    8.9

    SurveyMonkey

    89%
    27 Ratings

    Usability

    9.3

    Medallia

    93%
    2 Ratings
    8.3

    SurveyMonkey

    83%
    38 Ratings

    Availability

    Medallia

    N/A
    0 Ratings
    10.0

    SurveyMonkey

    100%
    2 Ratings

    Performance

    Medallia

    N/A
    0 Ratings
    6.0

    SurveyMonkey

    60%
    2 Ratings

    Support Rating

    7.8

    Medallia

    78%
    2 Ratings
    6.9

    SurveyMonkey

    69%
    38 Ratings

    Implementation Rating

    Medallia

    N/A
    0 Ratings
    10.0

    SurveyMonkey

    100%
    4 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.
    Bruce Lee | TrustRadius Reviewer

    SurveyMonkey

    SurveyMonkey really excels in the survey design aspect of the surveying process. They have so many different question types that you can use to create your questions. The analytics and reporting are basic but ok for those wanting simple insights into their survey answers. Their free plan should suffice for any business that needs the fundamentals of surveying - i.e. survey builder, sharing, and viewing answers.
    Brandon Lai | TrustRadius Reviewer

    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.
    Angela Ocampo | TrustRadius Reviewer

    SurveyMonkey

    • SurveyMonkey templates have made it very user-friendly. It is very efficient to create a survey.
    • I love that they have multiple ways to answer questions. For example, short answer, paragraph, and radio buttons to name a few.
    • The surveys are very easy to share. You can import a large list of email addresses or free type just a few.
    • I like that you can test the survey before sending it out live. I send it to myself to verify how it will look and feel to the end-user.
    Tiffany Consalvo | 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

    SurveyMonkey

    • Recognizing that there are more limitations when it comes to a mobile interface vs. a desktop interface, I would love to see more profound levels of programming functionality on the mobile side.
    • It would be helpful to have better access to greater levels of third-party results analysis, particularly as it relates to open-ended questions and answers.
    • As an admin, it would be very cool if SurveyMonkey were able to use AI to match the survey we're building (questions, topics, target respondents, etc.) to existing results that might negate the need to ask certain questions in our surveys.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Medallia

    General

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

    Starting Price

    Medallia Editions & Modules

    Additional Pricing Details

    SurveyMonkey

    General

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

    Starting Price

    $0

    SurveyMonkey Editions & Modules

    Edition
    Business Plan - Team Advantage27.001
    Business Plan - Team Premier89.001
    EnterpriseContact Sales
    Personal Plan - Standard Monthly99.003
    Personal Plan - Advantage Annual34.004
    Personal Plan - Premier Annual119.004
    1. Per User Per Month (billed annually)
    2. none
    3. Per User Per Month (billed monthly)
    4. Per User Per Month (billed annually)
    Additional Pricing Details

    Likelihood to Renew

    Medallia

    No score
    No answers yet
    No answers on this topic

    SurveyMonkey

    SurveyMonkey 8.9
    Based on 27 answers
    Compared to other competitors in the market (including a few I've used internally), if you're looking for a survey application, this one does the job and it's quite inexpensive too. Considering the fact that it comes with a handy mobile application too (on iOS and Android), you also get flexibility thrown in the deal too.
    Ben Donkor | TrustRadius Reviewer

    Usability

    Medallia

    Medallia 9.3
    Based on 2 answers
    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

    SurveyMonkey

    SurveyMonkey 8.3
    Based on 38 answers
    SurveyMonkey should suffice for most simple use cases to collect responses or feedback from clients. The templates that they offer are helpful as well as the guidance on question formulation. If you just need a stand alone software to distribute and collect surveys, then SurveyMonkey will meet your needs.
    Anonymous | TrustRadius Reviewer

    Performance

    Medallia

    No score
    No answers yet
    No answers on this topic

    SurveyMonkey

    SurveyMonkey 6.0
    Based on 2 answers
    still to many limitations for more complex surveys --skips, filtered questions, etc.
    Jeannette Saquet | TrustRadius Reviewer

    Support Rating

    Medallia

    Medallia 7.8
    Based on 2 answers
    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

    SurveyMonkey

    SurveyMonkey 6.9
    Based on 38 answers
    I haven’t used the support function yet, but I have had colleagues that have and the issues they’ve faced have been resolved super quickly. They also have said the support people they have come in contact with have been extremely friendly. Those two things are what made me choose my rating
    Betsy Scruggs | TrustRadius Reviewer

    Implementation Rating

    Medallia

    No score
    No answers yet
    No answers on this topic

    SurveyMonkey

    SurveyMonkey 10.0
    Based on 4 answers
    Implementation not required.
    Rachel Biederman | TrustRadius Reviewer

    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.
    Michelle Joyce Nael | TrustRadius Reviewer

    SurveyMonkey

    SurveyMonkey is easier to customize and provides much more in depth analytics. SurveyMonkey also provides better templates providing us with a better presentation to our employees. SurveyMonkey also comes with a more trustworthy platform that ensures confidentiality, which is incredibly important to our employees and means we're getting more reliable results from the surveys.
    Caroline Dobson | TrustRadius Reviewer

    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.
    Jose Michael dela Cruz | TrustRadius Reviewer

    SurveyMonkey

    • We use this to survey vendors after a trade show and their comments to me have helped improve other shows. I don't have hard numbers but I know our vendors, some of whom are associate members, are very happy to give this feedback because it helps their ROI too.
    • I know it has saved us employee time as we aren't sifting through email responses and entering them into a spreadsheet. SurveyMonkey does that for us.
    • We often need to do quick polls to our members to make decisions. This makes them feel like they are getting value for their membership dues that they pay our association.
    Megan Abbott | TrustRadius Reviewer

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