Medallia vs. Survicate

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.

Incentivized

Survicate is well suited for very basic intercept polls and is less suited for more complex surveying tasks (e.g., anything more than basic skip-logic or surveying niche cohorts) and longitudinal surveying (e.g., comparing responses from the same or similar cohorts year over year).

Incentivized

• 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.

Incentivized

• IMO, the strengths of feedback lite is what it is called for - 'lite"... it is basic, simple, and easy to set up and use.
• Especially should be mention that it is easy to set up, and you can have it working in less than a few hours.
• Reliable - I don't remember even one "problem" or an issue we experienced with it.

Incentivized

• 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.

• In my opinion, inconsistent and visually unappealing survey visuals (e.g., NPS and cSAT questions look completely different from each other, creating a disjointed visual experience)
• Poor customer service (in my experience, issue resolution can take weeks)
• Lack of clarity around API & other technical capabilities requiring engineering assistance
• Very limited maximum response limit per month

Incentivized

We use Survicate for now, over 7 years, and the tool is being constantly improved. New features and products has been introduced over the years. The team listens to our feedback we sometimes share, and improve the product based on that. We really appreciate being supported by the Customer Success, all the insights and help we got from them. And even though they introduced many new features over the years, the tool still remained super easy to use, even from new employees that join our team

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.

Incentivized

It's rare to use products that offer wide range of features, and yet are really ease to use. Over the years, the product has changed a lot, they introduced numerous new features, but the product remained really simple to use. We know it, because new employees who join our team, have no problem in starting to use Survicate on their own, without and dedicated training. The UI is really clear.

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

Incentivized

We had a lot of issues during implementation that required help from Survicate's engineers. In my experience, it took us over 4 weeks to be fully up and running due to lag times in communication.

Incentivized

Setup was simple. One-time installation for our website and inside the product. We used Google Tag Manager to implement Survicate. So within 2 hours, we were able to run surveys, and also all attributes and events were passed to Survicate, so that we were able to use them to trigger surveys

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.

Incentivized

Considering the simplicity of the need, and the cost of such solution (~600$/yr), I don't think there was very deep research for any alternatives. The main alternative was embedding a feedback tool "organically" into our site, that option was taken off the table, for strategic considerations.

Incentivized

• 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.

Incentivized

• We had a business need - to collect feedback on our support knowledge base content. Feedback Lite fulfills this need, with simple, easy to use, solution.

Incentivized