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.
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
Medallia
SurveyMonkey
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
Medallia
-
Ratings
SurveyMonkey
8.0
72 Ratings
2% above category average
Survey templates
00 Ratings
9.071 Ratings
Themes
00 Ratings
5.864 Ratings
Custom logo/branding
00 Ratings
9.263 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
Medallia
-
Ratings
SurveyMonkey
8.7
74 Ratings
1% above category average
Changes to live survey
00 Ratings
8.158 Ratings
Question design help
00 Ratings
9.068 Ratings
Multiple question types
00 Ratings
9.174 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
Medallia
-
Ratings
SurveyMonkey
7.0
68 Ratings
17% below category average
Survey logic flexibility
00 Ratings
7.068 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
Medallia
-
Ratings
SurveyMonkey
9.3
74 Ratings
12% above category average
Response tracking
00 Ratings
9.473 Ratings
Data export
00 Ratings
9.570 Ratings
Standard reports
00 Ratings
9.373 Ratings
Custom reports
00 Ratings
9.460 Ratings
Analytics
00 Ratings
8.861 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
Medallia
-
Ratings
SurveyMonkey
9.4
63 Ratings
11% above category average
Access controls
00 Ratings
9.363 Ratings
Compliance
00 Ratings
9.554 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
