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September 24, 2020
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.
November 21, 2019
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.
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.
August 20, 2018
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.
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
March 20, 2017
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 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
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.
August 18, 2017
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.
Medallia Scorecard Summary
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.
Categories: Survey & Forms Building, Customer Experience Management
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Medallia Technical Details
| Deployment Types: | SaaS |
|---|---|
| Operating Systems: | Unspecified |
| Mobile Application: | Apple iOS, Android |