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What is Medallia?

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.

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Medallia, a customer experience management platform, offers a range of use cases that have garnered positive feedback from users. …
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What's In IT?

8 out of 10
September 09, 2021
It's a survey given to the customers on how the company addressed their needs. It's a very huge help for me, as an account executive, to …
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What is Medallia?

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.

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Product Demos

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Medallia for Salesforce Integration App Demo Video exported - Localized for Japan


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Medallia - Total Experience Profiles | SaaS Platform Demo Explainer Video

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Product Details

What is Medallia?

Medallia, a provider of experience management and engagement, aims to help users from the frontline to the C-Suite become customer-aware with actionable insights that keep customers coming back, spending more, and evangelizing the organization. The cloud-based platform captures solicited and unsolicited feedback data and serves up insights to help guide employees' daily decision-making.

Medallia Features

Customer experience management Features

  • Supported: Product usage analytics
  • Supported: Customer experience profiles
  • Supported: Customer experience dashboard
  • Supported: Customer journey mapping
  • Supported: Churn risk scoring
  • Supported: AI-powered recommendations

Additional Features

  • Supported: Engagement and Feedback Management
  • Supported: Real-time Analytics and Personalized Reporting
  • Supported: Action Management
  • Supported: Text Analytics
  • Supported: Social Review and Reputation Management
  • Supported: Artificial Intelligence and Predictive Analytics
  • Supported: Real-time and Bulk Integrations
  • Supported: End-to-end Data Protection
  • Supported: Self-Service Administration

Medallia Screenshots

Screenshot of Employee EngagementScreenshot of Customer ProfileScreenshot of IoT FeedbackScreenshot of Medallia MobileScreenshot of Organizational HierarchyScreenshot of Suggested ActionsScreenshot of Text Analytics

Medallia Integrations

Medallia Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android

Frequently Asked Questions

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.

The most common users of Medallia are from Enterprises (1,001+ employees).
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Reviews and Ratings


Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Medallia, a customer experience management platform, offers a range of use cases that have garnered positive feedback from users. Organizations across various industries utilize Medallia to track surveys and gather customer feedback, enabling them to improve their services and address issues raised by their customers. For instance, sales and support teams rely on Medallia to assess customer satisfaction and identify areas for improvement from the customer's perspective. Additionally, the platform is used by hotels for brand reputation management, capturing internal surveys and tracking online review responses. Medallia's comprehensive reporting features are frequently praised for their ability to analyze customer feedback and drive data-driven decision-making. It also serves as a valuable tool for identifying upsell opportunities, mitigating churn, and building long-term customer loyalty. With its user-friendly interface and robust features, Medallia has become a top choice for organizations seeking an action-oriented survey platform to ensure their customers' voices are heard and concerns are addressed effectively.

Easy-to-use interface: Multiple reviewers have praised Medallia for its easy-to-use and navigate user interface, noting that it has a clean and organized layout. Users have found the software intuitive, allowing for quick and efficient task management.

Seamless integration with Salesforce: Several users have highlighted the seamless integration between Medallia and Salesforce. This integration has been highly beneficial for various teams within organizations, such as Account Managers, Sales teams, Customer Success Managers, Support, Onboarding executives, and others. The real-time data availability and tailored dashboard within Salesforce have been particularly appreciated by reviewers.

Actionable insights from dashboards: Reviewers have commended Medallia's dashboards for providing valuable actionable insights and data analytics. These dashboards enable businesses to identify customer pain points, needs, and trends effectively. Additionally, the graphical representations of data make it easy to consume insights at all levels of the organization.

Location of alerts: Some users have mentioned that the location of alerts in Medallia could be improved. They have found that reassigning case alerts still triggers overdue alerts from the old owner, causing confusion and inefficiency.

Rating scale skewed towards unhappy clients: Several reviewers have pointed out that the rating scale in Medallia is skewed towards unhappy clients. This is because the majority of completed surveys come from dissatisfied customers, leading to a biased representation of customer sentiment.

Difficulties with software navigation: A number of users have expressed difficulties with navigating through Medallia. They find filters and navigations confusing, especially for new users. Some reviewers also mention that accessing the software on phones is difficult and they find the tool cumbersome for minimal users.

Attribute Ratings


(1-21 of 21)
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Score 6 out of 10
Vetted Review
Verified User
Club members were sent survey links to rate our gym on Medallia. Overall I think it is an easy platform to use and customer-friendly. I do feel that it wasn't a clear depiction of the status of our business based on the fact that it was mostly just the angry members who took the time to complete the surveys.
  • Gives clients an easy way to communicate their likes and dislikes of the business.
  • Informs management immediately of the information.
  • Gives users the ability to.
  • Allows clients to quickly and easily rate your business.
  • The rating scale is a bit skewed based on the fact that most of the clients completing surveys are those that are unhappy.
Depending on your use of the product, Medallia can be very helpful. I was able to address the concerns of clients that would not have brought the issue to my attention without the random surveys. It is very user-friendly and does allow for quick response as well as a place for feedback.
October 05, 2021

Medallia Review

Score 10 out of 10
Vetted Review
Verified User
Medallia is being used to manage our customers' feedback. Relationship surveys are being sent to our customers so they can share their experience as customers. They can rate their experience and provide detailed feedback on how their sales representatives were able to assist them. With Medallia, our customers are able to voice out how RingCentral employees can help improve their services. As a manager, this product has helped guide and coach my account executives on how they can improve and do better to serve our current customers. Medallia has helped us mitigate churns and create upsell opportunities by identifying which customers we should be targeting when they make their calls. Medallia has helped build our account executives' and customers' relationships. It's a great tool to use in every organization if customer relationships and feedbacks are important for the company. Medallia is so easy to use and has everything we need to make sure customers' voices are heard, and their concerns are taken care of by the right people and team. All the templates uploaded in Medallia are also useful, and my team has found Medallia pretty easy to navigate. Our customers also utilize Medallia and so far have found this helpful for them.
  • Surveys
  • Templates
  • Navigations
  • Replies
  • Filters
  • Navigations for newbies
  • Re-assignment of alerts
Medallia is well suited for every business! For as long as relationship building is important and you want to hear your customers' feedback, this is definitely a tool to use. Customer-centric businesses will definitely benefit by having Medallia as part of their system. Businesses wherein they want feedback on how to improve and do better should use Medallia.
September 30, 2021

Get to Know Medallia!

Bruce Lee | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Medallia is being used by the whole organization. It allows us to track surveys from our customers, be it for detractors or promoters. This helps us check and understand the customers' experience with the service in the form of data. The data is used to analyze and perform necessary actions to improve and elevate their experience.
  • Comments of our customers
  • Likelihood to recommend
  • Scores of different aspects/criteria
  • [It would be nice to improve the] location of all the alerts.
  • Reassigning the case/alerts owner still triggers overdue alerts from the old owner.
  • [I would appreciate if it] provided in-depth data descriptions.
  • [I would like to] have an option to directly send an email to the Cx within the case.
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.
September 14, 2021

We hear you.

Score 9 out of 10
Vetted Review
Verified User
We use it for client feedback; whenever the client has some feedback that they want to be addressed properly, they are sent through Medallia. Since we hear directly from customer experience, this will help us improve our services or avoid certain issues from happening again in the future. It's beneficial for us at a business level.
  • Real time feedback
  • Concise tagging
  • Integrated with Salesforce
  • Filters to shorten then navigations
It's worked properly, and it helps me assist my clients well. Something I really appreciate about the platform is it's very user-friendly, and it's easier for us to track comments or feedback from our clients. We can address, intervene, mitigate our possible loss because of the visual this platform provides from our clients. We can stop losing revenue prior to it happening.
Jose Michael dela Cruz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Medallia to see all of our customers' feedback and set a touch-base strategy after feedback has been posted. We can also set filters to see tasks that are still open, in progress, and closed. Our sales and support team uses Medallia to find out how the service is working out for our clients. Medallia helps us to see opportunities that we need to work on through our customers' point of view.
  • Managing task with ease. We can set filters and see task statuses.
  • User-friendly interface.
  • Email notification for tasks that are overdue. It's always nice to have something to remind us.
In a sales environment, we focus on customer experience and make sure to hear our customers' thoughts about our services. This allows both our business and clients to grow and strengthen our relationships. While we commit to providing the best experience, the customer spreads the word and soon refers new customers. Medallia plays a big part in this success.
Score 9 out of 10
Vetted Review
Verified User
We are using Medallia to send survey forms to our existing customers and hear their feedback about our products and services.
  • 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.
  • It will be helpful if there are more email templates available to send to customers.
  • Allow users to send another survey form once the existing case has been resolved.
Medallia is useful for us as Account Managers to hear customers' voices and address their concerns or issue with the product or service.
September 09, 2021

What's In IT?

Score 8 out of 10
Vetted Review
Verified User
It's a survey given to the customers on how the company addressed their needs. It's a very huge help for me, as an account executive, to properly manage each account that's under my bucket. It gives us the opportunity to go back to our customers and fix the issues we may have.
  • Survey
  • Customer experience management
  • Build relationships among customers and business owners
  • Consolidation of cases
This is a good platform for businesses that aim to have a good customer experience.
September 09, 2021

Customer feedback is a gift

Score 10 out of 10
Vetted Review
Verified User
Medallia is being used by the entire organization as we value customer feedback. May it be a promoter or a detractor, we immediately take action and reach out to those customers in a timely manner. It addresses certain issues, and the most common ones are related to technical concerns, pricing, or their rep isn't responsive. Our customers would feel that they're being heard, and they appreciate it whenever we reach out to them, knowing that we're doing something about it. For the promoters, we would want to continue a good business relationship with them and reward them whenever they would refer prospects to us by sharing their experience with us.
  • Dashboard
  • Alert triggers via email
  • Filtering alerts
  • SLAs
  • Notes/Add note section with time stamps
  • Latest responses section below the alert
  • CRM Integration e.g. adding notes will automatically be pushed to Salesforce
  • Team view report: For some reason, reps that aren't part of the team gets filtered
  • Dashboard sometimes is faulty
I would tell my colleagues that Medallia is a great tool to track, update, and address the feedback of our customers (promoters and detractors). Most companies value customer feedback, and this is an opportunity to provide more value to our promoters and to re-establish good business relationships with the detractors. It's doing a good job in terms of tracking and triggering these alerts so you won't miss them.
September 09, 2021

Review for Medallia

Emerson Cruz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
It is being used to monitor call quality for all of our calls, and we can see how the customer is being assisted. On email, with just one click, I can see the response right away. This will make an agent not have time to review, and they can call right away.
  • Can see the survey right away.
  • Comments for each survey can be seen right away.
  • Can document what transpires after the survey.
  • We can see the view right away when it comes to surveys.
Timely for the agent to call customers back and have a choice on what to pick from customer's issues.
Jose Harley Bueno | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
As far as I am concerned, it is being used in the whole organization, but the purpose may vary per department. For example, in our Sales department, it is being used to gauge how satisfied the customers are with the relationship with their account managers. This randomly checks if the account managers are doing their job in making sure we are on top of their concerns. This also measures the NPS of the organization, which would be a great help in including the current processes to satisfy the customer's criteria.
  • Dashboard
  • Documentation
  • Detailed report
  • Guide and FAQs
  • Reports that can be downloaded
  • Access in phones
Medallia can be used for organizations that provide different types of services, may it be sales, customer service, or technical support. I think that this application is ideally built for businesses with more employees as a small business has to improve their internal process first before getting feedback from their customers through Medallia.
Score 10 out of 10
Vetted Review
Verified User
We currently use [Medallia] to make sure that all our customers are heard. It gives us a clear view of what issues the customers are experiencing and what they need. Feedback gives us the motivation to improve in serving our customers better. Medallia helps us reach this goal by being efficient and being intuitive.
  • Saved filters
  • Dashboard
  • Filtered view
  • Notifications
  • Email
  • Some filters
Medallia gives us ease to work on tasks by just looking at the dashboard. You can prioritize certain tasks and issues depending on their score. It is really a great tool to have to get feedback from your customers.
September 01, 2021


Score 10 out of 10
Vetted Review
Verified User
This is being used across our organization from Sales, Retention, and Technical support. We are able to identify customer pain points and able to attack them by closing the loop in terms of their needs and problems. This is useful because we are able to get the customer's point of view and also keep them talking. We are able to save customers because of Medallia.
  • Comments
  • How happy they are in a scale
  • How likely they are to recommend us in a scale
  • Notification to touch base with this customer
  • If you can have an option to let customers review through voice so that we can get details on verbatim
I can't think of any issues since all is provided as I needed.
Score 10 out of 10
Vetted Review
Verified User
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.
Score 2 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
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.
Noomi Codon | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
July 26, 2018

Great insights

Score 9 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
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.
Score 10 out of 10
Vetted Review
Verified User
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.
Emily Penfold Dailey | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
Andrew Mishler | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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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