Medallia Reviews

16 Ratings
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Score 7.5 out of 100

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Reviews (1-9 of 9)

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September 24, 2020
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Everyone in our retail company uses Medallia to solicit and react to customer feedback. From receipt surveys to website feedback we use the entire Medallia Suite to give our customers a voice inside of our company. We are a customer-centric company and having direct feedback from our customers is invaluable. Without Medallia we would not be able to measure the impact we are making in the market or determine what our next steps should be.
  • Easy to use interface.
  • Robust reporting.
  • Graphical representation of data making it easy to consume at all levels.
  • Unlimited options for how you want to compare data.
  • Large toolbox of solutions available to compliment the main platform.
  • Requires technical knowledge to make changes.
  • You may need to partner with a 3rd party to manage the solution.
  • Add on applications can be pricey.
Any customer service industry would benefit from implementing Medallia. This is your one-stop-shop for everything surveying and data analytics. I have personally seen this successfully implemented in both software companies and retail. Medallia offers multiple integration options to create connected applications in your business. This is designed as an enterprise solution, smaller businesses may find it difficult to justify the cost.
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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November 21, 2019
Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User
Review Source
We use it across three business segments for both transactional and annual relationship surveys.
  • Medallia is a comparable platform in the industry.
  • Medallia dashboards are easy to read.
  • 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.
I am not a huge fan of the platform because our Medallia Project Team does all the work for us. They don't do a great job of communicating how things work and the limitations of the platform.
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July 01, 2019
Dave Grorud | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It is being used by all hotels and all departments within our hotels to track guest feedback. It provides detailed information concerning the quality of the experience of our guests and helps us celebrate successes and correct issues which occur.
  • It allows us to respond directly to some reviews and ratings.
  • It allows us to track issues and find reoccurring ones.
  • It allows us to compare ourselves to other SpringHill Suites.
  • Not all reviews can be responded to through Medallia.
  • The app still lacks some major functionality.
Very well suited for hotels, but never used it outside the hospitality industry.
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August 20, 2018
Noomi Codon | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
I used Medallia in a previous company for almost 5 years and I am now implementing Medallia in my new company. It was used across the whole organization in my last company as well as my new company. It helps us deliver an exceptional customer experience and create loyal customers that stay for the long term. It also helps us take action from our customer feedback. It's all about action and making change based on customers input.
  • Integration with Salesforce: Medallia can be fully integrated with Salesforce or other CRM systems with all the data in both places and Account Managers/Sales, CSM's, Support, Onboarding, executives, etc., never have to leave SF and they have a Dashboard in SF tailored to their role. All data is available in real-time.
  • Closed loop: Great closed-loop where alerts are sent out to the right person in real time if there is a detractor or dissatisfied customer. This means you can contact the customer within 24 hours, which wows your customers and makes it easy to move to customers from a Detractor to a Promoter.
  • Actionable insights: Medallia has amazing dashboards, that give you the data you need along with text analytics to make changes based on your customer needs, pain points and trends. It gives you all the tools you need to take the right actions to improve you customer experience and the bottom-line.
  • Nothing at this time. When I first started I had features I needed but they are now all implemented. This is a very customer focused company.
Medallia can be used as a stand-alone customer experience management system but I find great value in using Medallia completely integrated with Salesforce. It then creates a force to be reckoned with. In B-to-B this it is very important to have a real-time customer experience system so that you know what your customers are saying at any given minute. And I can't begin to tell you how important this is for a SaaS company.
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August 17, 2017
Emily Penfold Dailey | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We manage a group of hotels, many of whom use Medallia as part of their brand reputation management programs. It is used to capture and track internal surveys as well as online review responses. The teams also use the platform for collaborating on open tickets about guest comments. I use it often for the reporting features.
  • Sorting features of reports
  • Collecting guest surveys
  • Sentiment reports
  • Tool is cumbersome for minimal users
  • Printing and saving reports takes up lots of space (one review per page)
  • Not all online reviews import easily
If you have many of the same business such as a chain, Medallia is helpful for you to be able to compare them to one another. This is also a helpful platform if you need to collect internal, branded reviews from guests/customers. You can also incorporate external online reviews into reporting. This is helpful if managing a large portfolio.
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March 20, 2017
Andrew Mishler | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I was a consultant that implemented Medallia for several companies. The system is one of the best choices any company can make for adopting an action-oriented survey platform. Medallia is not only a great tool for setting up and delivering your survey to customers, but the data and presentation of the system are what separates it from competitors. It's a top of the line product that can provide huge benefits for any company.
  • Medallia has an excellent system for generating surveys and exporting them to customers, then importing the data received from completed surveys back into the system. The streamlined process is simple and efficient.
  • I'm a big fan of the reports visible to employees in Medallia. You can manage who sees what data and what reports and it's visually stimulating at the same time.
  • The process of creating a survey from scratch is easy and quick. There isn't a lot of management needed in order to get your survey looking great and up and running.
  • The overall backend layout to administrators of Medallia could still use some work. It takes some getting used and can be pretty clunky.
  • Some configuration work can be more complicated than necessary and cause problems that are difficult to solve.
  • The way the system creates a role hierarchy of users is also complicated and seems like it could be easier to manage if presented in a different way.
Medallia is great for any type of retail company that has a simple customer experience process. Companies that don't have a road map for how a customer goes through their entire experience with a company will have a harder time creating surveys and using the system in general, and determining their requirements.
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July 26, 2018
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Medallia is being used across our organization. Each business unit implements their offerings and uses Medallia to track and analyze NPS results. We use it for in-app and email to web surveying. It really helps us understand and improve our relationship with our clients.
  • Easy to use. Clean and organized UI.
  • Ready to use statistics and graphs
  • Closed loop communication
  • Helps us understand what our customers are experiencing
  • Unable to export personal information into Excel causing a lot of manual work
  • Difficult to integrate with other systems due to the need for unique account identifiers
  • Missing some functionality. Need more pre-defined template responses. Would be nice to copy email addresses from the response tab without it opening up the response. Need different views of some reports
  • Search bars are finicky sometimes. Example- It's difficult to find users in the response subscribe section
Medallia has helped us understand our customers better. Through a Medallia NPS survey, we learned that a customer needed more training. A client success manager reached out to the client and provided educational material on the subject they were lacking.
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May 25, 2018
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Medallia as a customer feedback tool on social media, and at the hotel and website level. It's used by the marketing and sales departments. It addresses user feedback, customer satisfaction issues, and helps us create customer profiles.
  • Great interface, easy to use on account and user level. We are able to modify account access for different team members. The interface is easy to use. Analytics tool provides great insight.
  • Integrates with most popular tools easily. They have great ongoing tech support.
  • Integration process is not complicated. The web feedback tool is very flexible, which is important for businesses to reach various consumer segments.
  • Integrating with more tools.
  • Automating reports, to deliver them without having to run them manually.
  • Adding functionality to manually edit web tool designs.
When looking for a channel to get feedback from customers, Medallia is a great organization-wide option, as it works on and off-line, and in-store.
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August 18, 2017
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are a Social Media agency, and we use Medallia for one of our clients in the retail industry - whose brand owns 120+ retail locations. Only the team that works on this specific client's project uses Medallia. This tool allows feedback shared across the client's social media channels to be shared with the managers of the retail locations seamlessly.
  • Logging feedback cases, allows multiple team members to open and close cases based on their actions to resolve the actionable feedback.
  • Notifications - cross-team use of this tool is very useful.
  • Access - mobile access, web access and very easy to use across both interfaces.
  • More detailed emails when comments are added to cases that you're following.
In my opinion, Medallia is a MUST HAVE for businesses with multiple outlets for feedback (reviews, social media, phone calls etc) and multiple locations. It allows all feedback from single users/instances to be routed into one case and easily lets action be taken by multiple people - then logged and closed.

This would not be suitable for an organization without brick and mortar locations, I wouldn't think.
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What is Medallia?

Medallia Experience Cloud, an award-winning SaaS platform, aims to lead the market in helping organizations understand, manage and improve the experiences of their customers, employees, and citizens. According to the vendor, Medallia is equipped with the most comprehensive capabilities for capturing feedback and experience signals wherever customers are interacting, including: email, social, digital web and in-app, conversational messaging and connected devices. And, when combined with operational and transactional data fed into Medallia, organizations can understand every touchpoint along every customer journey. Medallia Athena brings AI and Machine Learning to the platform, detecting patterns, uncovering issues and new business opportunities, and predicting behavior, all to focus attention for smarter business decisions. Medallia delivers these insights in real-time, across the organization, so that the voice of the customer can be embedded in daily decisions made by everyone, from the frontline to the C-suite. Using Medallia Experience Cloud, organizations can make demonstrable improvements to the customer experience and employee experience, reducing churn, turning detractors into promoters and buyers, and creating in-the-moment cross-sell and up-sell opportunities. All of which help companies deliver clear and potent returns on investment.

The vendor offers a free demo.

Medallia Features

Has featureEngagement and Feedback Management
Has featureReal-time Analytics and Personalized Reporting
Has featureAction Management
Has featureText Analytics
Has featureSocial Review and Reputation Management
Has featureArtificial Intelligence and Predictive Analytics
Has featureReal-time and Bulk Integrations
Has featureEnd-to-end Data Protection
Has featureSelf-Service Administration

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Medallia Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android