Skip to main content
TrustRadius
Medallia

Medallia

Overview

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.

Read more
Recent Reviews

TrustRadius Insights

Medallia, a customer experience management platform, offers a range of use cases that have garnered positive feedback from users. …
Continue reading
TrustRadius Insights
TrustRadius Insights

What's In IT?

8 out of 10
September 09, 2021
Incentivized
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 …
Continue reading
Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Return to navigation

Pricing

View all pricing
Medallia

Medallia

N/A
Unavailable

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.

Entry-level set up fee?

  • Setup fee optional

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

224 people also want pricing

Alternatives Pricing

SurveyMonkey

SurveyMonkey

$27
Per User Per Month (billed annually)
What is SurveyMonkey?

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…

Gainsight PX

Gainsight PX

Free
What is Gainsight PX?

For SaaS products, Gainsight's product experience software enables companies to track every step of their user's journey and fully understand how they're interacting with a product over time.

Return to navigation

Product Demos

Medallia's Senior Housing News Demo Day Submission - Senior Living

YouTube

Medallia x McLaren Sizzle Demo - Cool, Engaging, Sincere | Bailey Brown Voiceover

YouTube

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

YouTube

Medallia - Admin Suite - SaaS Platform Demo Explainer Video

YouTube

Medallia - Total Experience Profiles | SaaS Platform Demo Explainer Video

YouTube
Return to navigation

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 Competitors

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.

Qualtrics XM for Strategy and Research, InMoment XI Platform, and Clarabridge (discontinued) are common alternatives for Medallia.

The most common users of Medallia are from Enterprises (1,001+ employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(38)

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

Reviews

(1-21 of 21)
Companies can't remove reviews or game the system. Here's why
December 03, 2021

Medallia offers informative interaction with members but may not be a clear depiction of business ratings

KD
Krissy Davis
AGM
Gold's Gym (Health, Wellness and Fitness, 11-50 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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

HM
hyacinth Maynard
Sales Manager
RINGCENTRAL (Telecommunications, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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
Bruce Lee
Account Manager
RingCentral (Consumer Services, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.

MN
Michelle Joyce Nael
Account Executive
RingCentral (Telecommunications, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
September 10, 2021

Hear customers' thoughts, build stronger relationships, easy referrals with Medallia

Jose Michael dela Cruz | TrustRadius Reviewer
Jose Michael dela Cruz
Account Manager
RingCentral (Information Technology & Services, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
September 09, 2021

Customer feedback is a gift

Verified User
Manager in Sales
Information Technology & Services Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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

Does Medallia deserve a medal?

Jose Harley Bueno | TrustRadius Reviewer
Jose Harley Bueno
Sales Manager
RingCentral (Telecommunications, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
September 24, 2020

Medallia - High Marks on for this Survey Tool!

Verified User
Director in Customer Service
Retail Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
November 21, 2019

Should You Consider Medallia

Verified User
Program Manager in Professional Services
Financial Services Company, 1001-5000 employees
Score 2 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
August 21, 2018

Medallia is the #1 customer experience managment platform for B-to-B! And you can easily integrate with your CRM.

Noomi Codon | TrustRadius Reviewer
Noomi Codon
Senior Director Voice of the Customer
BlueJeans Network (Computer Software, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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

Verified User
Program Manager in Product Management
Information Technology and Services Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 18, 2017

Feedback from multiple sources, for multiple locations? Medallia is a must!

Verified User
Account Manager in Social Media
Marketing and Advertising Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 17, 2017

Goliath Review Platform

Emily Penfold Dailey | TrustRadius Reviewer
Emily Penfold Dailey
Director of Digital Presence
Greenwood Hospitality (Hospitality, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
March 20, 2017

A stellar tool for generating actionable customer feedback

Andrew Mishler | TrustRadius Reviewer
Andrew Mishler
Consultant
Capgemini (Computer Software, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
Return to navigation