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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.

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Recent Reviews

TrustRadius Insights

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
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 …
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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

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Pricing

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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.

Entry-level set up fee?

  • Setup fee optional

Offerings

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

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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…

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.

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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
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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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Comparisons

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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

(1-15 of 15)
Companies can't remove reviews or game the system. Here's why
September 30, 2021

Get to Know Medallia!

Bruce Lee | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are also using Salesforce.com for our customers/clients' records, usage, cases, and such. Like Medallia, we are using Salesforce.com to understand the different account usage based on the services we provide. With the data provided by Salesforce.com, we would understand where we are lacking, which parts we are strong in, and which part of the service needs improvement. All in all, both products are very helpful and, [conveniently,] both are integrated into one another.
September 14, 2021

We hear you.

Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Jose Michael dela Cruz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Medallia is one of our many tools for our agents and managers. It stands out because, in this tool, we get to hear our customers and build stronger relationships with them. We are able to see reports to keep track of those tasks assigned to agents and see how well they are working on our campaigns.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Medallia is a true enterprise solution. Our account management team truly partners with us. The user interface is simple and intuitive to use. Reporting and dashboards make it easy to find data quickly.

Other solutions are great in specific areas (customer support) but did not offer the full customer journey measurement we were looking for.
Score 2 out of 10
Vetted Review
Verified User
I used MaritzCX in a previous company, and find it to be a far superior product with an exceptional support team. I have evaluated the Qualtrics product for previous companies and my existing company, and it appears to be on par with other platforms.
Noomi Codon | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I reviewed a number of platforms and Medallia was at the top for a B-to-B environment and had an easy way to integrate with Salesforce and have all that was needed right in Salesforce.
Emily Penfold Dailey | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
If you have a very large business with multiple outlets, Medallia is a reasonable choice to make because of the major scalability and the vast amounts of data you can collect. If you are a small, one-off, or independent business, it can be very costly and not all of the tools are necessary for you. I do not like the user experience or report visualizations as much as the reports on Revinate and TrustYou. Revinate is my favorite of the three so far.
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