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.
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SurveyMonkey Engage
Score 6.3 out of 10
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SurveyMonkey Engage is an employee engagement platform, containing familiar SurveyMonkey surveys with an automated workflow and built-in employee engagement analytics.
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.
This software is very well suited for situations where a group of individuals is being asked about their work experience, meeting, professional development, training, etc.. in any way while it is desired by the admin to alter the way content is delivered for better results to educators, etc… This software would be less appropriate in a setting where questions from only a few individuals are taken, making it easier to tell which person likely answered which survey.
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.
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.
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
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.
We were using a homegrown Google Doc that wasn't well worded and was not confidential. Although I appreciated the attempt from the former HR person to gather feedback, we needed a system that was more confidential and dedicated to gathering feedback in alignment with our corporate values. A Google Doc was not the right place for that.
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.
It’s helped me to feel that I, as a teacher, am being listened to and policies, structures, procedures, etc..are being adjusted for the good of all.
This software helps to accumulate a wide variety of opinions across many different gender types, races, ethnicities, age groups, and backgrounds, providing a clear and consistent consensus from a group of varied individuals.
This software provides clarity on the overall consensus, providing an opportunity for growth as a business, which allows for better run procedures and a much better climate among all.
