Link copied to clipboard # Medallia Customer Experience vs SMG - Service Management Group Comparison - What are their main differences? Share [ Export ](/compare/medallia-customer-experience/smg-service-management-group/export.csv) Medallia Customer ExperienceSMG - Service Management Group[+ Add Product](#) Pricing **Medallia Customer Experience** Free Trial **Contact Us** Per Year · Medallia Experience Cloud **SMG - Service Management Group** No pricing available **Pricing Insights** from reviews Time to Implement **Medallia Customer Experience** 5 months Based on 18 responses **SMG - Service Management Group** 3 monthsFaster Based on 5 responses Return on Investment **Medallia Customer Experience** 19 months Based on 14 responses **SMG - Service Management Group** Not enough reviews yet Perceived Cost **Medallia Customer Experience** $$$$$ **SMG - Service Management Group** Not enough reviews yet Average Discount **Medallia Customer Experience** 10% **SMG - Service Management Group** Not enough reviews yet ![Medallia Customer Experience](https://images.g2crowd.com/uploads/product/hd_favicon/8b51395a78dd593b61bd23efdd512d12/medallia-customer-experience.svg "Medallia Customer Experience") ![SMG - Service Management Group](https://images.g2crowd.com/uploads/product/hd_favicon/dc212e205c4c4062f187e93e9794250c/smg-service-management-group.svg "SMG - Service Management Group") G2 offers free advice on this comparison. Chat with an expert How would you like to receive Software Advice? ![](/assets/advisor_router/laptop_form-f1a7012279826105416befde8d882ffc7589b1f9db09c93a1379d601cafe8e0d.svg) FormAnswer questions at your own pace, no call required. ![](/assets/advisor_router/ai_agent-4d78629a3ba354fed449a65c60df3a6f2eda90fb98411b711df4b25d7be52a38.svg) AI AgentChat live and get a recommendation in minutes. ![](/assets/advisor_router/phone_call_picker-c48821ec36f4182d8ee3e54cfbd3937500eec54d7b7e0cfb80dc80a8a733842f.svg) Phone CallTalk it through live with a software advisor. **Pros & Cons** from reviews **Medallia Customer Experience** [ Feedback Management (17) ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120894&qs=pros-and-cons#reviews)[ Helpful (16) ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120176&qs=pros-and-cons#reviews)[ Learning Curve (6) ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120020&qs=pros-and-cons#reviews)[ Limitations (6) ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120702&qs=pros-and-cons#reviews) **SMG - Service Management Group** [ Customer Focus (3) ](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951864&qs=pros-and-cons#reviews)[ Helpful (2) ](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951866&qs=pros-and-cons#reviews)[ Delay Issues (1) ](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951854&qs=pros-and-cons#reviews)[ Time-Consumption (1) ](https://www.g2.com/products/smg-service-management-group/reviews?filters%5Bsentiment_snippet%5D=1951862&qs=pros-and-cons#reviews) Integrations **Medallia Customer Experience** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_eec7306010aa74e9dc20e6151e30e3bd/fjord.jpeg "Product Avatar Image") Accenture Song (formerly... ](https://www.g2.com/products/accenture-song-formerly-fjord/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_5a7938ffd6497884772dc39786f9e1e2/adobe-analytics.png "Product Avatar Image") Adobe Analytics ](https://www.g2.com/products/adobe-analytics/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_5a7938ffd6497884772dc39786f9e1e2/adobe-experience-manager.png "Product Avatar Image") Adobe ](https://www.g2.com/products/adobe-experience-manager/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2ac0e7b10e1efb64107026cb2b241d53/azure-pipelines.jpg "Product Avatar Image") Azure Pipelines ](https://www.g2.com/products/azure-pipelines/reviews)[ View all ](https://www.g2.com/products/medallia-customer-experience/integrations) **SMG - Service Management Group** Not enough data Screenshots **Medallia Customer Experience** ![Medallia Customer Experience screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1338912/Screenshot-2023-09-13-at-2.05.00-PM.png) **SMG - Service Management Group** No screenshot available **Ratings** from reviews Meets Requirements **Medallia Customer Experience** **8.7** /10 Based on 155 responses **SMG - Service Management Group** **9.1** /10 Based on 32 responses Ease of Use **Medallia Customer Experience** **8.6** /10 Based on 165 responses **SMG - Service Management Group** **8.5** /10 Based on 32 responses Ease of Setup **Medallia Customer Experience** **7.4** /10 Based on 120 responses **SMG - Service Management Group** **8.2** /10 Based on 14 responses Ease of Admin **Medallia Customer Experience** **7.7** /10 Based on 86 responses **SMG - Service Management Group** **8.6** /10 Based on 14 responses Quality of Support **Medallia Customer Experience** **8.6** /10 Based on 138 responses **SMG - Service Management Group** **9.3** /10 Based on 28 responses Has the product been a good partner in doing business? **Medallia Customer Experience** **8.7** /10 Based on 90 responses **SMG - Service Management Group** **8.7** /10 Based on 15 responses Product Direction (% positive) **Medallia Customer Experience** **9.5** /10 Based on 149 responses **SMG - Service Management Group** **8.2** /10 Based on 26 responses **Features** ratings from reviews Experience Management **8.1** /10 Based on 76 responses **9.1** /10 Based on 20 responses Feedback Analytics **8.1** /10 Based on 59 responses Not enough data Employee Engagement Not enough data **9.4** /10 Based on 16 responses User Insights **Reviewers' Company Size** Small-Business(50 or fewer emp.) 9.7% Mid-Market(51-1000 emp.) 21.5% Enterprise(\> 1000 emp.) 68.7% Small-Business(50 or fewer emp.) 9.7% Mid-Market(51-1000 emp.) 21.5% Enterprise(\> 1000 emp.) 68.7% Small-Business(50 or fewer emp.) 14.0% Mid-Market(51-1000 emp.) 34.0% Enterprise(\> 1000 emp.) 52.0% Small-Business(50 or fewer emp.) 14.0% Mid-Market(51-1000 emp.) 34.0% Enterprise(\> 1000 emp.) 52.0% **Reviewers' Industry** [![Medallia Customer Experience](https://images.g2crowd.com/uploads/product/hd_favicon/8b51395a78dd593b61bd23efdd512d12/medallia-customer-experience.svg "Medallia Customer Experience")](https://www.g2.com/products/medallia-customer-experience/reviews) Medallia Customer Experience Hospitality 13.5% Financial Services 11.5% Information Technology and Services 7.3% Retail 6.8% Insurance 5.7% Other 55.2% [![SMG - Service Management Group](https://images.g2crowd.com/uploads/product/hd_favicon/dc212e205c4c4062f187e93e9794250c/smg-service-management-group.svg "SMG - Service Management Group")](https://www.g2.com/products/smg-service-management-group/reviews) SMG - Service Management Group Retail 32.0% Restaurants 28.0% Food & Beverages 22.0% Hospitality 4.0% Hospital & Health Care 2.0% Other 12.0% Alternatives **Medallia Customer Experience Alternatives** ![AskNicely](https://images.g2crowd.com/uploads/product/hd_favicon/8b4f2337b545e6e7a2bcea877e24da94/asknicely.svg "AskNicely") [ AskNicely ](/products/asknicely/reviews) ![Qualtrics Customer Experience](https://images.g2crowd.com/uploads/product/hd_favicon/8890eea0cb317c903c079caf28914e83/qualtrics-customer-experience%282%29.svg "Qualtrics Customer Experience") [ Qualtrics Customer Experience ](/products/qualtrics-customer-experience/reviews) ![InMoment Experience Improvement (XI) Platform](https://images.g2crowd.com/uploads/product/hd_favicon/10777a1508e330761fe8a92a5a22bdc8/inmoment-experience-improvement-xi-platform.svg "InMoment Experience Improvement (XI) Platform") [ InMoment Experience... ](/products/inmoment-experience-improvement-xi-platform/reviews) ![Birdeye](https://images.g2crowd.com/uploads/product/hd_favicon/514fe0a03abf96030f2ff069dc84ec93/birdeye.svg "Birdeye") [ Birdeye ](/products/birdeye/reviews) **SMG - Service Management Group Alternatives** ![Qualtrics Customer Experience](https://images.g2crowd.com/uploads/product/hd_favicon/8890eea0cb317c903c079caf28914e83/qualtrics-customer-experience%282%29.svg "Qualtrics Customer Experience") [ Qualtrics Customer Experience ](/products/qualtrics-customer-experience/reviews) ![SAP SuccessFactors HCM](https://images.g2crowd.com/uploads/product/hd_favicon/edf2d15ffc689390deffd10a34a9fc03/sap-sap-successfactors-hcm.svg "SAP SuccessFactors HCM") [ SAP SuccessFactors HCM ](/products/sap-sap-successfactors-hcm/reviews) ![SurveyMonkey](https://images.g2crowd.com/uploads/product/hd_favicon/14719688a688f7283815b6565517d7ee/surveymonkey.svg "SurveyMonkey") [ SurveyMonkey ](/products/surveymonkey/reviews) ![InMoment Experience Improvement (XI) Platform](https://images.g2crowd.com/uploads/product/hd_favicon/10777a1508e330761fe8a92a5a22bdc8/inmoment-experience-improvement-xi-platform.svg "InMoment Experience Improvement (XI) Platform") [ InMoment Experience... ](/products/inmoment-experience-improvement-xi-platform/reviews) ## Medallia Customer Experience vs SMG - Service Management Group FAQs Generated using AI Last updated: August 16, 2026 ### What is the difference between Medallia Customer Experience vs SMG - Service Management Group? SMG - Service Management Group stands out for higher reviewer satisfaction on support and setup, while Medallia Customer Experience is noted for its advanced analytics and feedback management capabilities. | [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) | [SMG - Service Management Group](https://www.g2.com/products/smg-service-management-group/reviews) | | --- | --- | | 4.5/5 (210 reviews) | 4.6/5 (50 reviews) | | Enterprise | Enterprise | | 7.4 | 8.2 | | 8.6 | 9.3 | | Feedback Management (17 all-time mentions) | Customer Focus (3 all-time mentions) | ### How do the pricing models of Medallia Customer Experience and SMG - Service Management Group compare? SMG - Service Management Group is rated higher for value, with a stronger Price/Cost satisfaction score than Medallia Customer Experience. - **Medallia Customer Experience:** In recent reviews, several reviewers describe Medallia as expensive and note that advanced AI features may require additional costs. - **SMG - Service Management Group:** Reviewers highlight that while SMG is not the least expensive, they feel the value and quality of service justify the investment. ### What are the best alternatives to Medallia Customer Experience and SMG - Service Management Group? The top three alternatives to Medallia Customer Experience and SMG - Service Management Group are Qualtrics Customer Experience, AskNicely, and InMoment Experience Improvement (XI) Platform. | Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength | | --- | --- | --- | --- | --- | | [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) | 4.5/5 (210 reviews) | Enterprise | In recent reviews, several reviewers describe Medallia as expensive and note that advanced AI features may require additional costs. | Feedback Management (17 all-time mentions) | | [SMG - Service Management Group](https://www.g2.com/products/smg-service-management-group/reviews) | 4.6/5 (50 reviews) | Enterprise | Reviewers highlight that while SMG is not the least expensive, they feel the value and quality of service justify the investment. | Customer Focus (3 all-time mentions) | | [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) | 4.3/5 (751 reviews) | Enterprise | — | — | | [AskNicely](https://www.g2.com/products/asknicely/reviews) | 4.7/5 (1050 reviews) | Mid-Market | — | — | | [InMoment Experience Improvement (XI) Platform](https://www.g2.com/products/inmoment-experience-improvement-xi-platform/reviews) | 4.7/5 (319 reviews) | Small-Business | — | — | ### Which Experience Management features should I prioritize when comparing Medallia Customer Experience and SMG - Service Management Group? Buyers should prioritize Feedback Management, Ease of Setup, Quality of Support, Insights Generation, and Ease of Use when comparing Medallia Customer Experience and SMG - Service Management Group. - **Feedback Management:** Medallia Customer Experience (17 all-time mentions), SMG - Service Management Group (—) - **Ease of Setup:** Medallia Customer Experience (7.4), SMG - Service Management Group (8.2) - **Quality of Support:** Medallia Customer Experience (8.6), SMG - Service Management Group (9.3) - **Insights Generation:** Medallia Customer Experience (11 all-time mentions), SMG - Service Management Group (2 all-time mentions) - **Ease of Use:** Medallia Customer Experience (8.7), SMG - Service Management Group (8.5) ### What are the pros and cons of Medallia Customer Experience vs SMG - Service Management Group? Medallia Customer Experience is strongest in feedback management and analytics, while SMG - Service Management Group excels in customer support and ease of setup. - **Medallia Customer Experience strengths:** Feedback Management (17 all-time mentions), Helpful (16), Ease of Use (15), Customer Support (11), Insights Generation (11), Easy Integrations (5), Easy Setup (5). - **Medallia Customer Experience trade-offs:** Learning Curve (6), Limitations (6), Steep Learning Curve (6), AI Limitations (5), Difficult Reporting (4). - **SMG - Service Management Group strengths:** Customer Focus (3 all-time mentions), Helpful (2), Insights Generation (2), Customer Support (1), Data Quality (1). - **SMG - Service Management Group trade-offs:** Delay Issues (1), Time-Consumption (1). ### Is Medallia Customer Experience or SMG - Service Management Group better for small businesses? AskNicely is the better fit for small businesses, as it is the top-ranked alternative with a small-business segment focus, while both Medallia Customer Experience and SMG - Service Management Group are primarily used by enterprise customers. - **Medallia Customer Experience:** Largest segment is Enterprise; reviewers highlight scalability and advanced analytics, but note complexity and higher cost may challenge smaller organizations. - **SMG - Service Management Group:** Largest segment is Enterprise; reviewers describe strong support and actionable insights, but do not cite small-business adoption. ### Which Experience Management platform has better integrations? Medallia Customer Experience and SMG - Service Management Group are at parity for integrations, as neither product has recent reviewer-cited integration data above the publish threshold. - **Medallia Customer Experience:** In recent reviews, integrations are mentioned, but no specific third-party tools are cited above the publish threshold. - **SMG - Service Management Group:** No reviewer-cited integrations above the publish threshold. ### How do Medallia Customer Experience and SMG - Service Management Group compare on customer support? SMG - Service Management Group is rated higher for Quality of Support, with a 0.7-point advantage over Medallia Customer Experience (9.3 vs 8.6). - **Medallia Customer Experience:** Reviewers frequently mention a broad, helpful support network and proactive support, but some note delays and communication gaps. - **SMG - Service Management Group:** Reviewers consistently highlight responsive, knowledgeable support teams and high satisfaction with support experiences. ### Which is easier to implement, Medallia Customer Experience or SMG - Service Management Group? SMG - Service Management Group is rated higher for Ease of Setup, with a 0.8-point advantage over Medallia Customer Experience (8.2 vs 7.4). - **Medallia Customer Experience:** Reviewers describe setup as complex and resource-intensive, with a steep learning curve and challenges for new users, though some note smooth onboarding in specific cases. - **SMG - Service Management Group:** Reviewers highlight quick setup, user-friendly onboarding, and efficient adaptation to business needs, with only occasional mentions of minor pain points. ### Which product has better Surveys? Medallia Customer Experience and SMG - Service Management Group both offer strong survey capabilities, but Medallia Customer Experience is more frequently cited for advanced feedback management and analytics. - **Medallia Customer Experience:** Surveys are a core feature, with 17 all-time mentions for Feedback Management and 11 for Insights Generation; reviewers highlight advanced analytics and actionable insights from survey data. - **SMG - Service Management Group:** Surveys are central to the platform, with reviewers noting actionable survey insights and support for improving service standards, but fewer all-time mentions for survey-related strengths.