Should You Consider Medallia
November 21, 2019

Should You Consider Medallia

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with Medallia

We use it across three business segments for both transactional and annual relationship surveys.
  • Medallia is a comparable platform in the industry.
  • Medallia dashboards are easy to read.
  • Our service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency.
  • Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform.
  • It's an expensive system and I don't think we have achieved a good return on investment.
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.
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.