What users are saying about
Top Rated
33 Ratings
14 Ratings
Top Rated
33 Ratings
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Score 9 out of 100
14 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6.9 out of 100

Feature Set Ratings

    Survey Format & Appearance

    Medallia

    Feature Set Not Supported
    N/A
    8.0

    Usabilla

    80%
    Usabilla ranks higher in 3/3 features

    Survey templates

    N/A
    0 Ratings
    10.0
    100%
    3 Ratings

    Themes

    N/A
    0 Ratings
    6.0
    60%
    4 Ratings

    Custom logo/branding

    N/A
    0 Ratings
    8.0
    80%
    4 Ratings

    Survey Content

    Medallia

    Feature Set Not Supported
    N/A
    8.7

    Usabilla

    87%
    Usabilla ranks higher in 3/3 features

    Changes to live survey

    N/A
    0 Ratings
    8.0
    80%
    4 Ratings

    Question design help

    N/A
    0 Ratings
    10.0
    100%
    3 Ratings

    Multiple question types

    N/A
    0 Ratings
    8.0
    80%
    4 Ratings

    Survey Logic

    Medallia

    Feature Set Not Supported
    N/A
    7.0

    Usabilla

    70%
    Usabilla ranks higher in 1/1 features

    Survey logic flexibility

    N/A
    0 Ratings
    7.0
    70%
    4 Ratings

    Survey Reporting & Analytics

    Medallia

    Feature Set Not Supported
    N/A
    5.8

    Usabilla

    58%
    Usabilla ranks higher in 5/5 features

    Response tracking

    N/A
    0 Ratings
    7.0
    70%
    3 Ratings

    Data export

    N/A
    0 Ratings
    5.5
    55%
    4 Ratings

    Standard reports

    N/A
    0 Ratings
    5.5
    55%
    4 Ratings

    Custom reports

    N/A
    0 Ratings
    5.5
    55%
    2 Ratings

    Analytics

    N/A
    0 Ratings
    5.5
    55%
    4 Ratings

    Survey Administration & Security

    Medallia

    Feature Set Not Supported
    N/A
    7.5

    Usabilla

    75%
    Usabilla ranks higher in 2/2 features

    Access controls

    N/A
    0 Ratings
    7.5
    75%
    4 Ratings

    Compliance

    N/A
    0 Ratings
    7.5
    75%
    4 Ratings

    Survey Distribution

    Medallia

    Feature Set Not Supported
    N/A
    8.5

    Usabilla

    85%
    Usabilla ranks higher in 2/2 features

    Vendor-offered crowdsourcing

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Respondent restrictions

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    Attribute Ratings

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

    Likelihood to Recommend

    9.2

    Medallia

    92%
    21 Ratings
    7.5

    Usabilla

    75%
    4 Ratings

    Usability

    9.1

    Medallia

    91%
    2 Ratings
    7.5

    Usabilla

    75%
    2 Ratings

    Support Rating

    7.3

    Medallia

    73%
    2 Ratings
    6.0

    Usabilla

    60%
    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.
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    Usabilla

    Usabilla is an okay option in terms of intercept or continuous feedback software. It works if you need a feedback button on your site, and otherwise do not have recurring mechanisms to collect that same user info. It is also sufficient if you have a very broad audience and imprecise target criteria for respondents (such as just popping up on a certain web page, but do not need to target by pulling from user data such as whether that customer is a prospect vs. active). Anything more sophisticated than that takes a little bit of help from product and engineering teams to get you the right javascript triggers and other criteria.
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    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

    Usabilla

    • Usabilla's triggered campaigns (including exit surveys) are very easy to create, manage, and implement. Results are provided in a dashboard which shows impressions and conversion rates.
    • Usabilla makes it easy to collect website feedback by providing a short and intuitive feedback collection button and supporting questions. It also allows the user to provide a screenshot during the process.
    • Our business has many brands and Usabilla provides an interface and dashboard to allow us to manage, implement, and measure across all of our brands to understand the whole picture of what our customers are experience on our sites. (It also allows for a more granular view, but the aggregate view is very helpful for us).
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    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.
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    Usabilla

    • It'd be nice to be able to customize the passive feedback questionnaires more.
    • It would be great to have more case studies/informational articles on how to encourage more feedback from users. Not many people chose to interact with the tool during the time that I used it.
    • Provide more styling options for the passive feedback button - very limited in size/shape.
    Read full review

    Pricing Details

    Medallia

    Starting Price

    Editions & Modules

    Medallia editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional Details

      Pricing Info

      Usabilla

      Starting Price

      $49 per month

      Editions & Modules

      Usabilla editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        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.
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        Usabilla

        The interface to configure the questionary is quite easy to use. It helps to give autonomy to marketing teams. Once the initial setup is made (integrating a basic javascript code on your website), you can easily deploy any questionary on any page of your website. Usabilla is a very flexible tool overall.
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        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
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        Usabilla

        I haven't contacted support yet to solve a particular issue. I do have an account manager at Usabilla that I talk to in order to introduce the software to my team but this is just to run over the basic functionality in a live demo setting. The ability to talk to a real person over video call is a benefit though.
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        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.
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        Usabilla

        I have Hotjar, Sprig, and Usabilla in my workplace. Usabilla unfortunately has the most limited feature set of the 3 options. The difficulty of administering a Usabilla survey on mobile is a big blocker for my projects. Sprig and Hotjar both allow mobile and allow video recordings (either of a user's screen or a user's webcam for impromptu interviews).
        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

        Usabilla

        • The positive impact of Usabilla has been being able to measure and respond quickly to our customers' feedback so that we can resolve issues quicker or make enhancements faster.
        • We have also been able to manage and track our NPS scores and correlate these scores to our overall business performance to make sure that our customers' views of our products and processes and in line with our internal understanding and success of the business.
        • Additionally, the Usabilla team has been willing to provide us with training and ideas on how to use the tool better which has helped our team think more strategically and be more connected to the experiences our customers are having on our web properties.
        Read full review

        Screenshots

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