Medallia vs. SurveyMonkey

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Medallia
Score 9.1 out of 10
N/A
Medallia is an enterprise customer feedback solution that allows companies to collect customer feedback across multiple channels and touchpoints, and analyze, understand and react to it in real time.N/A
SurveyMonkey
Score 8.2 out of 10
N/A
SurveyMonkey provides free, customizable surveys, and a suite of paid, back-end programs that include data analysis, sample selection, bias elimination, and data representation tools. SurveyMonkey also offers large-scale, enterprise options for companies interested in data analysis, brand management, and consumer focused marketing.
$27
Per User Per Month (billed annually)
Pricing
MedalliaSurveyMonkey
Editions & Modules
No answers on this topic
Business Plan - Team Advantage
$27
Per User Per Month (billed annually)
Personal Plan - Advantage Annual
$34
Per User Per Month (billed annually)
Business Plan - Team Premier
$89
Per User Per Month (billed annually)
Personal Plan - Standard Monthly
$99
Per User Per Month (billed monthly)
Personal Plan - Premier Annual
$119
Per User Per Month (billed annually)
Enterprise
Contact Sales
Offerings
Pricing Offerings
MedalliaSurveyMonkey
Free Trial
YesNo
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
TrustRadius Insights
MedalliaSurveyMonkey
Highlights

TrustRadius
Research Team Insight
Published

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.

Features
MedalliaSurveyMonkey
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
Medallia
-
Ratings
SurveyMonkey
7.6
72 Ratings
1% below category average
Survey templates00 Ratings8.771 Ratings
Themes00 Ratings5.664 Ratings
Custom logo/branding00 Ratings8.763 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
Medallia
-
Ratings
SurveyMonkey
8.5
74 Ratings
1% below category average
Changes to live survey00 Ratings8.058 Ratings
Question design help00 Ratings8.868 Ratings
Multiple question types00 Ratings8.874 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
Medallia
-
Ratings
SurveyMonkey
6.8
68 Ratings
19% below category average
Survey logic flexibility00 Ratings6.868 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
Medallia
-
Ratings
SurveyMonkey
8.9
74 Ratings
8% above category average
Response tracking00 Ratings9.173 Ratings
Data export00 Ratings9.170 Ratings
Standard reports00 Ratings8.973 Ratings
Custom reports00 Ratings9.160 Ratings
Analytics00 Ratings8.261 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
Medallia
-
Ratings
SurveyMonkey
9.0
63 Ratings
7% above category average
Access controls00 Ratings8.963 Ratings
Compliance00 Ratings9.154 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
Medallia
-
Ratings
SurveyMonkey
9.0
44 Ratings
11% above category average
Vendor-offered crowdsourcing00 Ratings8.829 Ratings
Respondent restrictions00 Ratings9.142 Ratings
Best Alternatives
MedalliaSurveyMonkey
Small Businesses
Sogolytics
Sogolytics
Score 8.8 out of 10
Square 9 Softworks
Square 9 Softworks
Score 9.7 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Qualaroo
Qualaroo
Score 7.1 out of 10
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
PG Forsta HX Platform
PG Forsta HX Platform
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
MedalliaSurveyMonkey
Likelihood to Recommend
9.2
(21 ratings)
7.8
(103 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(26 ratings)
Usability
9.0
(2 ratings)
8.3
(38 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
6.0
(1 ratings)
Support Rating
7.0
(2 ratings)
7.1
(35 ratings)
Implementation Rating
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
MedalliaSurveyMonkey
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.
Read full review
Momentive (SurveyMonkey, Inc)
SurveyMonkey is best suited for you if you find that you are creating multiple survey regularly. It offers a variety of questions and options and is a well-rounded surveying tool. It is not best if you do not create surveys often, typically use the same survey, or looking for software to create quizzes or assessments. Also, if you are easily overwhelmed by too many options, this may not be the tool for you.
Read full review
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.
Read full review
Momentive (SurveyMonkey, Inc)
  • 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.
Read full review
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.
Read full review
Momentive (SurveyMonkey, Inc)
  • 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.
Read full review
Likelihood to Renew
Medallia
No answers on this topic
Momentive (SurveyMonkey, Inc)
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.
Read full review
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.
Read full review
Momentive (SurveyMonkey, Inc)
It does everything a survey software should do, and it does it very well. I can't speak for how well it would work for a business that was surveying tens of thousands of people - but for a small business of 50 employees with a couple of thousand clients, it does everything it needs to do.
Read full review
Performance
Medallia
No answers on this topic
Momentive (SurveyMonkey, Inc)
still to many limitations for more complex surveys --skips, filtered questions, etc.
Read full review
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
Read full review
Momentive (SurveyMonkey, Inc)
I've never had to contact the SurveyMonkey customer care team directly, but they have a pretty good library of help articles on their website. Everything from designing and executing your survey to account and billing questions. I never had a need for further support from Survey Monkey.
Read full review
Implementation Rating
Medallia
No answers on this topic
Momentive (SurveyMonkey, Inc)
Implementation not required.
Read full review
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.
Read full review
Momentive (SurveyMonkey, Inc)
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.
Read full review
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.
Read full review
Momentive (SurveyMonkey, Inc)
  • 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.
Read full review
ScreenShots

Medallia Screenshots

Screenshot of Employee EngagementScreenshot of Customer ProfileScreenshot of IoT FeedbackScreenshot of Medallia MobileScreenshot of Organizational HierarchyScreenshot of Suggested Actions