TrustRadius Insights
Medallia, a customer experience management platform, offers a range of use cases that have garnered positive feedback from users. …
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.
Recent 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
Pricing
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?
223 people also want pricing
Alternatives Pricing
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.
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
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
Medallia Integrations
- Contentsquare, now with ClickTale
- Fullstory
- Jira Software
- Adobe Analytics
- Pinpoint (Product Planning Tool), discontinued
- Quantum Metric
- Slack
- ServiceNow Customer Service Management
- Twilio
- Zendesk Suite
- Closed Loop Service Experience for Salesforce
- Decibel
- Engage Hub Connector
- EX Surveys via SSO
- TripAdvisors
- Tableau
Medallia Competitors
Medallia Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple 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).
Comparisons
Compare with
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!
- Business Problems Solved
- Pros
- Cons
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
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.
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.
September 30, 2021
Get to Know Medallia!
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.
September 14, 2021
We hear you.
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.
September 10, 2021
Hear customers' thoughts, build stronger relationships, easy referrals with Medallia
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.
September 09, 2021
Account manager for survey feedback
We are using Medallia to send survey forms to our existing customers and hear their feedback about our products and services.
September 09, 2021
What's In IT?
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.
September 09, 2021
Customer feedback is a gift
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.
September 09, 2021
Review for Medallia
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.
September 09, 2021
Does Medallia deserve a medal?
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.
September 01, 2021
Get feedback at the tip of your fingers
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.
September 01, 2021
EASE OF USE
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.
September 24, 2020
Medallia - High Marks on for this Survey Tool!
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.
November 21, 2019
Should You Consider Medallia
Score 2 out of 10
Vetted Review
Verified User
We use it across three business segments for both transactional and annual relationship surveys.
July 01, 2019
Ensure Guest Satisfaction
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.
August 21, 2018
Medallia is the #1 customer experience managment platform for B-to-B! And you can easily integrate with your CRM.
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.
July 26, 2018
Great insights
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.
May 25, 2018
Medallia tool review
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.
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.
August 17, 2017
Goliath Review Platform
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.
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.