Medallia - High Marks on for this Survey Tool!
September 24, 2020

Medallia - High Marks on for this Survey Tool!

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

Overall Satisfaction with Medallia

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.

Pros

  • Easy to use interface.
  • Robust reporting.
  • Graphical representation of data making it easy to consume at all levels.
  • Unlimited options for how you want to compare data.
  • Large toolbox of solutions available to compliment the main platform.

Cons

  • Requires technical knowledge to make changes.
  • You may need to partner with a 3rd party to manage the solution.
  • Add on applications can be pricey.
  • We have successfully turned detractors to promoters using Medallia.
  • Our promoters are more likely to spend more money on each transaction.
  • We have identified areas we can improve from customer feedback.
  • We have taken action on items and have seen real time data validating we have improved our customer experience.
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.

Do you think Medallia delivers good value for the price?

Yes

Are you happy with Medallia's feature set?

Yes

Did Medallia live up to sales and marketing promises?

Yes

Did implementation of Medallia go as expected?

Yes

Would you buy Medallia again?

Yes

Medallia's user interface is simple and intuitive for the end-user. Everyone in our organization from the CEO to store level team members use Medallia to see how we are delivering experiences for our customers. From an administrative side, I would rate Medallia closer to a 7.5, but this part of Medallia is not used as often post-implementation. That being said, you will need a technical/IT resource on staff or will need to pay a premium to a 3rd party to manage it for you.
Medallia is always there to answer questions and/or support our needs. In some cases it does require a PO if the request does not fall under normal support, but that does not change the fact that they are very responses and available to support your needs.
Any customer service industry would benefit from implementing Medallia. This is your one-stop-shop for everything surveying and data analytics. I have personally seen this successfully implemented in both software companies and retail. Medallia offers multiple integration options to create connected applications in your business. This is designed as an enterprise solution, smaller businesses may find it difficult to justify the cost.

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