Medallia vs. Usabilla

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
Usabilla
Score 4.5 out of 10
N/A
N/A
$49
per month
Pricing
MedalliaUsabilla
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
MedalliaUsabilla
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Features
MedalliaUsabilla
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
Medallia
-
Ratings
Usabilla
8.0
4 Ratings
2% above category average
Survey templates00 Ratings10.03 Ratings
Themes00 Ratings6.04 Ratings
Custom logo/branding00 Ratings7.94 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
Medallia
-
Ratings
Usabilla
8.6
4 Ratings
0% below category average
Changes to live survey00 Ratings7.94 Ratings
Question design help00 Ratings10.03 Ratings
Multiple question types00 Ratings7.94 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
Medallia
-
Ratings
Usabilla
6.9
4 Ratings
19% below category average
Survey logic flexibility00 Ratings6.94 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
Medallia
-
Ratings
Usabilla
5.8
4 Ratings
35% below category average
Response tracking00 Ratings7.03 Ratings
Data export00 Ratings5.54 Ratings
Standard reports00 Ratings5.54 Ratings
Custom reports00 Ratings5.52 Ratings
Analytics00 Ratings5.54 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
Medallia
-
Ratings
Usabilla
7.4
4 Ratings
13% below category average
Access controls00 Ratings7.44 Ratings
Compliance00 Ratings7.44 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
Medallia
-
Ratings
Usabilla
8.5
2 Ratings
5% above category average
Vendor-offered crowdsourcing00 Ratings10.01 Ratings
Respondent restrictions00 Ratings6.92 Ratings
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MedalliaUsabilla
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User Ratings
MedalliaUsabilla
Likelihood to Recommend
9.2
(21 ratings)
3.5
(5 ratings)
Usability
9.0
(2 ratings)
3.5
(3 ratings)
Support Rating
7.0
(2 ratings)
3.0
(4 ratings)
User Testimonials
MedalliaUsabilla
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
If we could select 0/10 we would... We would not recommend anyone using this product as it excludes a very important user group, disabled users. If you use this product you will be failing ADA and WCAG 2.1 (EU Directive for public sector websites and mobile apps). In my opinion, you will be vulnerable to lawsuits.
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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.
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Usabilla
  • Continuous feedback such as CSAT or NPS score.
  • Monitors feedback trends on recurring surveys through analytics dashboard.
  • In context, in the moment data rather than during a follow up survey.
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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
  • Styling and positioning of the 'Feedback' button could be improved with more options provided. Right now it seems very basic.
  • Triggered surveys and popups would also benefit for more styling and control over how the survey is presented to users. Sometimes it can be hard to match your brand to the out-of-box options available. I've seen more flexible versions of this in other providers.
  • Notifications of negative feedback (delivered via email) could be improved. We like to try and take immediate action and the notifications haven't always made this possible. I'd also like to see more notification options added to triggered campaigns and surveys.
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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
If we could select 0/10 we would... If Usabilla were to fix their accessibility issues we would consider keeping our subscription to them, but as it stands this does not seem possible as Usabilla does not seem interested in making the platform accessible.
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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).
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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.
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Usabilla
  • Positive - gave us more insight into our user's journey post purchase.
  • Positive - let us know what problems our users were having with our account portal through moment of truth surveys.
  • Positive - gave us numbers to show to leadership that quantified the digital customer experience.
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ScreenShots

Medallia Screenshots

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