A stellar tool for generating actionable customer feedbackhttps://www.trustradius.com/customer-experience-managementMedalliaUnspecified8.9131012017-03-20T19:03:13.115Z
March 20, 2017
A stellar tool for generating actionable customer feedback
Score 9 out of 101
Overall Satisfaction with Medallia
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.
- You have full visibility into what your customers are thinking on a wide spectrum, allowing you to get out of specific anecdotes and really determine your strengths and weaknesses.
- You'll be able to make your customers feel more valued in asking for their feedback in improving, adding another layer of positive to the customer experience.
- Medallia will help your employees learn what they're doing well and where they can get better, automatically helping to keep all of your employees continuously improve.
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.