Overall Satisfaction with Medallia
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.
- Has had a positive impact on guest satisfaction
- Has had a positive impact on overall survey results on external reviews
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.
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.