# Medallia Digital Experience Analytics (DXA) Reviews **Vendor:** Medallia **Category:** [Session Replay Software](https://www.g2.com/categories/session-replay) **Average Rating:** 4.4/5.0 **Total Reviews:** 36 ## About Medallia Digital Experience Analytics (DXA) Digital leaders rely on feedback as the lifeblood of their experience program. But what happens when customers leave confusing, inactionable feedback? Or when customers don’t leave feedback at all? Go beyond feedback and exceed customers expectations with Medallia Digital Experience Analytics (DXA). Medallia DXA contextualizes every piece of feedback with relevant behavioral insights, so teams can take action on what customers say and what they do, driving organization-wide impact. ## Medallia Digital Experience Analytics (DXA) Pros & Cons **What users like:** - Users value the **real customer behavior insights** from Medallia DXA, enhancing understanding of user struggles and decision-making. (1 reviews) - Users appreciate the **visual communication of findings** in Medallia DXA, enhancing alignment and decision-making for digital experiences. (1 reviews) - Users value the **ease of use** of Medallia DXA, as it simplifies understanding customer behavior through intuitive visuals. (1 reviews) - Users value the **variety of features** in Medallia DXA that enhance understanding of customer behaviors and improve decision-making. (1 reviews) - Users appreciate the **detailed filtering options** in Medallia DXA, enabling precise insights into customer behavior and pain points. (1 reviews) - Insights (1 reviews) - Platform Quality (1 reviews) - Recording (1 reviews) - Replay Feature (1 reviews) - Session Recordings (1 reviews) **What users dislike:** - Users find the **manual effort required for data extraction** burdensome, impacting efficiency and team adoption. (1 reviews) - Users find the **complex configuration** of Medallia DXA daunting, requiring significant manual effort and attention to details. (1 reviews) - Users often find the **complex features** of Medallia DXA demanding significant manual effort and ongoing maintenance, hindering adoption. (1 reviews) - Users find the **complex setup and configuration** of Medallia DXA burdensome, hindering quick adoption and efficiency. (1 reviews) - Users find the **complex querying** in Medallia DXA to be time-consuming, hindering effective insight extraction and adoption. (1 reviews) - Complex Setup (1 reviews) - Delays (1 reviews) - Difficult Setup (1 reviews) - Integration Difficulty (1 reviews) - Learning Curve (1 reviews) ## Medallia Digital Experience Analytics (DXA) Reviews ### 1. Unlocks Real Customer Insights with Powerful Session Replays **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2025 **What do you like best about Medallia Digital Experience Analytics (DXA)?** What I like best about Medallia DXA is the ability to see real customer behavior through session replays and journey analysis. It provides concrete visibility into where users struggle, abandon flows, or encounter friction that traditional analytics often miss. The visual nature of the tool makes it easier to communicate findings to stakeholders. Being able to show actual user interactions helps align teams quickly and supports more confident decisions around digital experience improvements. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** What I dislike most about Medallia DXA is the amount of manual effort required to extract insights. Session replays and journey views are powerful, but reviewing them can be time-consuming without very targeted use cases. It can also feel complex from a setup and configuration standpoint. Managing tags, data capture rules, and performance considerations requires ongoing attention, which can slow adoption for teams without dedicated resources. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Medallia DXA solves the problem of limited visibility into how customers actually experience digital journeys. Traditional analytics show what users do at a high level, but DXA reveals the “why” by capturing real interactions, friction points, and behavioral patterns within sessions. This benefits me by making it easier to diagnose usability issues and validate assumptions with concrete evidence. Instead of relying on metrics alone, I can see exactly where users struggle and share clear examples with stakeholders, which leads to more informed and confident digital experience improvements. ### 2. Generates powerful insights for optimising customer experience **Rating:** 5.0/5.0 stars **Reviewed by:** Gagandeep B. | Manager Data Science and Analytics, Enterprise (> 1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Ease of generating Insights and powerful data presentations backed by a thorough understanding with session replays **What do you dislike about Medallia Digital Experience Analytics (DXA)?** Filtering of session replays can be better **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** It helps us understand exactly what is happening with the customers when we fail to make sense of the data ### 3. A very good customer experience analytics tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** August 26, 2023 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Medallia's strongest suite is its ability to do sentiment analysis by social media listening and ingesting customer data through channels such as surveys. the insights provided are very detailed and help in understanding brand and product-related conversations that the customers have in online forums. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** They need to improve third-party integrations, especially to other BI and CDP platforms. The pricing can also be improved and lastly, support is poor at the lower pricing tiers. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** We were looking for a platform for tracking a customer's digital experience and conversations around the same. Medallia is the only choice as it provides all the features under one single platform. ### 4. Decibel **Rating:** 5.0/5.0 stars **Reviewed by:** Abdul H. | Assistant Admin Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 09, 2023 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Decibel is a very useful software for administration departments which has a very easy user interface .It is very useful for manage employees leave records and attendance. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** One thing in Decibel I wouldn't say I like it is to add attendance manual uplifting problems if one value or entity we missed then the whole attendance stope uplift and no option for search error. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Decibel solves payroll problems while we are using in administrative purposes like creating pay, managing leave records and posting leave. One more thing when we post leave than there is an option for writing the reason for leave why you take leave and who is your next on your duty. ### 5. Good tool Day to Day Task Management **Rating:** 4.0/5.0 stars **Reviewed by:** Rao Farhan A. | Senior Sales and Support Executive, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2022 **What do you like best about Medallia Digital Experience Analytics (DXA)?** we are using Decibel for Employee Attendance and Payroll Management; the good thing about Decibel is that it simplifies the process and makes it easy to manage Daily routine Tasks **What do you dislike about Medallia Digital Experience Analytics (DXA)?** One thing about Decible we do not like is that we have to fill all discrepancies and leaves one by one. There is no option to fill all of them at once; that is the only thing we are really missing in it **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** We are a big firm and use Decibel for our daily routine tasks like Employee attendance, Payroll Management. Leaves. Time in, timeout half-days late coming or early depart ### 6. Better in theory than practice **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 24, 2021 **What do you like best about Medallia Digital Experience Analytics (DXA)?** The concept and walkthrough of the product is 8/10 stars. The analytics you could derive from this product could be very valuable to anyone designing a website **What do you dislike about Medallia Digital Experience Analytics (DXA)?** It is hard to get into. I view this product as one that very few people use as "power users" while others stay away and just ask questions. It also has a decent number of bugs, even the sales rep ran into several of them **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Button placements. Where do I look on a page is difference than an "average" user ### 7. Decibel has proven a very useful tool for identifying user struggles **Rating:** 4.5/5.0 stars **Reviewed by:** Rosita N. | Enterprise (> 1000 emp.) **Reviewed Date:** November 02, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** It helps identify pain points in the user journey. It also makes it very easy to quantify these problems which can give you a good idea of the actual scale. I really like the fact that I can also view the sessions that have a particular issue. The journey discovery and page discovery tools are also very useful. Heatmaps help me visualise user behaviour, such as scroll depth or click attribution. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** The interface is a bit complex and it takes some time to get fully up to speed if you're a new joiner. Sometimes features don't work and the platform would just give you errors. The journey discovery visual could be improved to identify quickly the most common journeys our users take. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** We use Decibel to identify any issues when we are A/B testing. I have used journey discovery quite a lot as well. We also use it to review specific sessions linked to a segment or a goal. ### 8. Decibel is a great tool with many useful features and functionalities for user experience analysis **Rating:** 4.0/5.0 stars **Reviewed by:** Jeyda M. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** I like using Decibel the most for CRO test ideation and post-test analysis. For example, using segments helps to identify pain points of a particular page or journey by looking at the experience issues in the chosen area. After identification, it can be taken a level deeper by using other Decibel features such as heatmaps and session replays. When it comes to post-test analysis, the ability to compare the control and variant using segments make it easy to identify which one performed better, firstly by looking at DXS and then drilling down further into other behaviours and then visualising these using heatmaps and session replays. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** I would say a downside would be the setting up of segments, for example the process of passing segments from Adobe to Decibel and waiting for them to appear and populate is quite convoluted. Also, when looking at experience issues, I find it difficult to understand which one is the most pressing and which one we should focus on improving to have the biggest impact. Sometimes there are pages and pages to go through and it can be difficult to quantify or make sense of them. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** The main problem I'm solving is being able to visualise and understand what is happening on a specific page/section of the site to cause a negative experience. Often, I am approached with an issue from a stakeholder and I use Adobe to dig into the data to find where and what the issue may be. Decibel then helps to bring the issue to life by taking it a step further and identifying what the user is seeing and experiencing on the page that may be causing drop-off, abandonment, poor conversion etc. With this, I've realised a huge benefit; that these findings can be used to ideate a/b tests to improve user experience and in turn boost business KPIs. ### 9. Identifying pain points in our customers journey **Rating:** 5.0/5.0 stars **Reviewed by:** Sofia T. | Digital Analytics and Optimisation, Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Decibel has some amazing features that allow us to look into actual customer experience and pain points throughout the journey. Through Heatmaps and session replays we're able to get a lot of insights on our customers experience as well as identify reasons for frustration and issues in the journey. Decibel's integration with different tools is another strength of the tool, as the Adobe integration allows us to pull segments directly from Adobe and get further insights on that segment such as DXS scores. Their new UI release makes the tool easy to use. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** Some limitations in terms of exporting data sets and filtering the data, however Decibel keeps working on their UI and these functionalities should be improved in a future release. Also the fact that we're not capturing 100% of the data into our account, but it still allows us to get an idea of users behaviour and pain points, as well as do comparison and % analysis. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Identifying customer pain points through session replays is one of the benefits of using Decibel. Through their heatmaps we're able to analyse a particular page in terms of scroll reach as well as click-through rates, thus making it possible to decide how to optimise our content. We're able to watch pain points in the journey through session replays as well as identify reasons for frustration such as bird nesting behaviour. The Adobe integration allows us to pull segments directly from Adobe and get further insights on that segment such as DXS scores. Analysing behaviour for converters vs non-converters for example has led us to optimise journeys and improve users experience. I have also found goals/events tracking really useful in Decibel as we can track specific CTAs and get further insights on the customer journey through funnels. ### 10. A fantastic piece of technology that presents actionable insights **Rating:** 4.5/5.0 stars **Reviewed by:** Jordan C. | Digital Insights & Optimisation, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** One of the best features for me is Journeys, as it allows you to view all of the paths in and out of a particular page, journey or funnel that you desire. This has uncovered multiple problems, bugs, and general customer experience issues that we have been able to resolve quickly with the relevant squads. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** The only slight negative I have about Decibel is that the user interface can be challenging for new users who are unfamiliar with these kind of tools. Because there is so much data available, you can end up getting lost down a bit of a rabbit hole (which isn't necessarily a bad thing) but then it can be difficult to get back to where you first started. That being said, there are currently improvements in the works to overhaul the UI to counteract these challenges. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Customer experience issues and bugs are the problems that we tend to solve the most with Decibel. Having integrations with some of our other technology stack, namely Adobe and Usabilla, allows us to have a 360 degree view of the customer experience - and the data we get from Decibel allows us to nail issues down to an individual customer level, for us to provide a much more personalised experience/resolution. ### 11. Insightful, Easy to Learn and Engaging **Rating:** 4.5/5.0 stars **Reviewed by:** Brad C. | Senior Digital Analyst (Conversion), Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** - Session Replays can be saved and shared with stakeholders immediately - Heatmaps can be based on mouse behavior, clicks, scroll depth and click attribution - Journeys feature allows you to find customer pathways easily - Integration with adobe target and analytics - Building segments on the fly **What do you dislike about Medallia Digital Experience Analytics (DXA)?** - Layout and category flow could be more linear to find insights - Saved work, replays and sessions can be hard to find **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** The tool is excellent at all of the basics expected of a session replay tool (heatmaps, session replays etc.) and has some cool extra features that can be quite engaging for stakeholders such as journeys and funnels. This can add context and support other analytical tools well. Their support team typically responds the same day and often fixes any issues promptly with minimal input. They provide onsite training and work with analytical leads to help integrate the tool across the business and even offer one-to-one training sessions. Decibel has also been helpful providing links to other organisations and setting up calls to share learnings and adoption of the tool in other businesses. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** - A/B test experiences can be viewed and the differences in behavior compared and contrasted - User Journeys and the most common pathways taken by users - Deep-diving in to customer behavior and understanding how customers use features, pages and the content they find interesting. - Supporting data from other analytical tools to reach a 360 degree view of ### 12. Decibel Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** October 26, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** The ability to see user journeys first hand through session replays and to understand how customers are flowing through the site has been valuable in identifying key pain points and has enriched our overall analysis. Another strength is Decibel's integration with other tools such as Adobe Target and Analytics, this has allowed us to pull segments directly from Adobe to get further insights for deep dive analysis. The level of support we have from Decibel is great, from our Customer Success Manager and Technical support, we always receive prompt responses and the team are always happy to jump on a call to help resolve any issues. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** No so much a dislike but currently there isn't the ability to create, save and share journey specific dashboards. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** We use Decibel as one of our three analytical pillars when carrying out analysis and through the use of session replays we are able to see first-hand the pain points customers are facing when trying to complete some of our journeys. Being able to share and save these sessions straight away has proved invaluable and has helped diagnose and fixes issues quickly. Through heat maps we have been able to analyses pages in terms of click through rate and scroll reach which has led to data lead recommendations on how to optimise content. ### 13. Digital experience tool like no other **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** March 18, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Decibel introduced the DXS metric which is something I've never seen before. This has allowed us to begin thinking more holistically about digital experience and unlock potential areas of our site we can begin to focus into. One feature I really like is the behavioural heatmaps which allow me to understand not only where people are looking, but more detailed interactions. Another would be the form analytics that provide granular detail down to form field level on what causes frustration for a customer. I can identify reoccurring errors, fields that are being engaged with multiple times and even which one may be causing people to drop off the form entirely. Decibel enables me to refine my insights with robust data in a user friendly platform. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** The limitations I've found sharing funnels, segments and page groupings between properties - actions for one property are not able to be duplicated across other existing properties. The integration with Adobe Analytics works well but doesn't allow for sharing of segments across different report suites in Decibel so therefore I must create the same segment separately for each property I set up. **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** Initial setup is quite fast but consider the need for additional development work to enable functionality such as error tracking that may push back the launch date. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** We're working to uncover hidden behaviours within our AB testing activities to understand what other factors may have contributed to our eventual results. We have been able to identify where changes to the site have influenced customer behaviour and use the visual tools such as session replays to help replay this story to senior stakeholders. Its especially helpful at identifying troublesome or non-engaging content to help our creatives and content teams to enhance pages where the DXS may be lower and impacting overall journeys. ### 14. Decibel measures the satisfaction of your customers when they look at your website **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Construction | Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Decibel is the perfect tool to measure the number of interactions or connections generated by your website, this software gives you a set of innovative tools that allow you to see the reasons behind the performance of websites and visualize the behavior of users when they browse your website, these tools include content management, visual discovery, analytical charts that show the customer experience and multi-channel data collection this to name just a few of the features with Decibel accounts in addition to that it is very easy to use this program **What do you dislike about Medallia Digital Experience Analytics (DXA)?** Decibel is excellent to visualize the problems that a website has but is not very smart to find solutions, it does not have mobile applications, it does not have many predictive analytical tools, it would be excellent to integrate tools to measure the performance of marketing campaigns that are launched through the website and to conclude the interface requires an update **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** I recommend Decibel because it has a great amount of web tools that allow measuring the performance of web sites. Besides that, it offers many innovative ways to visualize the users' behavior, this allows the organization to improve the experience of the customers that visit the virtual content, another reason why I would recommend Decibel is because of its price and its easy operation **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** All the content we generate through our websites must be evaluated and that is where Decibel acts as one of our most useful tools, giving us the ability to detect experience problems that our users may have and reports about customer behavior. All this knowledge is truly useful to generate content that helps us to capture the attention of our customers, it has also helped us to solve problems such as the effectiveness of our analysis forms and focus on important audiences through advanced segmentation features ### 15. A great way to get some understanding of what maybe causing those numbers or feedback! **Rating:** 4.0/5.0 stars **Reviewed by:** Priyashri S. | User Experience Researcher, Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** I enjoy the pattern finding possibilities of Decibel specifically the journeys and heat maps and then map it to our analytics or results from user research. The products teams also appreciate that we can trace a feedback from Usabilla or a commonly recurring issue to see what happened as the user traversed their way across the site. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** I the past there have been instances where I could not find some sessions inspire of Usabilla having a decibel id. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** We have looked at journey discovery, most popular elements on a page and specific issues from Usabilla through session replays to understand the most popular customer paths, points of drop off and any associated issues, usability challenges etc. ### 16. Full of insights and analytics to really understand what your customers are doing on your site. **Rating:** 4.5/5.0 stars **Reviewed by:** Bronia W. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 13, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** I really like the session replay feature as this helps me to immediately see if our customers are experiencing a digital issue. The heat maps and the scroll maps are also very useful as this helps to guide us to know where information and promotional material is best placed on the website. I also find it really useful being able to get an idea of Digital Experience Score. We are able to plot this over time and assess trends. Therefore, if a website or digital issue occurs, we can immediately see impact on customers and digital journey and rectify the issue. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** For some reason some heat maps do not work on certain pages on our site. I am finding it confusing making sure this is work correctly. It is not clear is this is just with my profile or other profiles in the business. **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** Decibel is a brilliant tool to help gather really granular information on what your customers are doing on your website. If you really want to know what your customers expereince is on your website then Decibel is the tool for you. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Customer trouble and frustration points. If we have a known website issue or IT outage, then we are able to look in Decibel and very easily pinpoint exactly where the issue is and the impact this is having on customers and digital journey. This makes it easier to implement solutions into specific points in the journey and drive sales. We are also able to make informed decisions on where to place promotional material and areas where perhaps key information is not being viewed as much as we would like. This allows us to accurately decide where we choose to place content. ### 17. Decibel a smart platform to measure user satisfaction on websites **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Decibel is an incredibly useful tool that allows visualizing the exact behavior of users in websites and applications, provides a large number of tools that make it easy for companies to quantify and improve the customer experience at each digital contact point. These tools consist of dynamic permeate maps that show behavioral trends, advanced analysis with which you can measure the effectiveness of web forms and segmentation functions with which the user can direct all their efforts to improve the web experience of a specific group. Finally, another very positive point is that it is a very economical solution and can be within reach of any type of organization, whether it is small or large **What do you dislike about Medallia Digital Experience Analytics (DXA)?** Decibel shows some important weaknesses such as the fact that it does not have a mobile application for any platform, the interface is not the most stylized requires an upgrade as soon as possible, it does not offer functions to create simulation models, it is not a powerful tool to perform predictive analysis, the multichannel data collection is often cluttered and does not have many search filters **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** I recommend Decible to any organization that needs to improve and enhance their digital channels because it is a powerful tool to understand the interests and feelings of customers who visit their websites and that is important to generate more income through sales, it is a low cost software so any organization both large and small can opt for this great tool to measure the digital behavior of all its customers **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** In my organization we always had the problem that our website did not attract enough customers, was when we decided to use decibel to collect all the necessary information from our customers to create a website with attractive design and that was related to the interests of all our customers as many of our sales are generated through our website was of great importance to provide a better virtual environment to all our customers, the use of graphs and charts has been very useful to carry out the objective of creating an innovative and intelligent virtual environment ### 18. Customer Experience - Problem Solver **Rating:** 4.5/5.0 stars **Reviewed by:** Sakthivel M. | Senior Associate, Technology L2, Mid-Market (51-1000 emp.) **Reviewed Date:** October 21, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Decibel is a simple and easy tool which provides both the simplified measurement of customer experience(DXS score) and granular measurements with various features 1) DXS - One metric that describes the entire customer experience 2) Pillars of Decibel - Detailed metric which helps to know why DXS is high or low 3) Heat Maps - Multiple varieties of heat maps helps to understand how user behaving on a page 4) Session Replays - Recorded user sessions that help to understand the website from the eyes of the user 5) Integration with adobe analytics, google analytics, and adobe target 6) Detailed form analysis **What do you dislike about Medallia Digital Experience Analytics (DXA)?** Some of the missing features are, 1) API for external integration 2) Sequential Segmentation **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Optimizing forms (Leads) Optimizing Customer Journey ### 19. The tool that gives you insight, not just numbers **Rating:** 5.0/5.0 stars **Reviewed by:** Kristian D. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 26, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** The customer behaviours tab, it lets you really see how your customers are finding their experience on the site. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** Not being able to create fully custom and saveable dashboards such as Adobe Analytics. **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** Just go for it, it can give you insight no other tool can. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Customer behaviours before interactions on PDP shop font pages, We have realised there is a lot of irrelevant content on the page that isn't necessary or being viewed by the customer ### 20. Top Product, Great Support **Rating:** 4.0/5.0 stars **Reviewed by:** Simon A. | Digital Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** The level of support offered by Decibel Insight is second to none that we've experienced. From our Customer Success Manager (Maggie) to Technical Support, the responses are prompt and relevant. They're never too busy to jump on a call to get to the bottom of any issues or questions. The actual product has helped no end in uncovering previously unseen customer behaviour. The recommendations created from these findings are actionable and worthwhile. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** We found the technical implementation of the product to be more involved than we may have been led to believe during the Proof of Concept.Having said that, many of the obstacles encountered were related to non-Decibel created issues. **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** Check thoroughly the level of technical help you might require when implementing - without relevant experience it can be quite heavy going to set up. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Decibel has helped us surface previously unknown customer frustrations. Used in conjunction with Google Analytics we're able to see the Why and the What of how our customers use our website. Feel free to take a look at the LV= case study... https://decibel.com/wp-content/uploads/2020/02/LV-Case-Study-PDF.pdf ### 21. Excellent insight into user behavior and activity on your website **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** November 26, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** The heatmapping function allows you to identify areas on a page that might be 'black holes,' where users get stuck. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** The platform is VERY slow. While this is to be expected given the amount of data processing behind the scenes, it can at times hinder the platform's usability. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** We use Decibel mainly as an investigative tool to identify why things that we have identified with other tools are occurring (ie. did we make a page change that detrimentally affected the UI and is causing a traffic loss?) ### 22. Next Level Tool for CX Research **Rating:** 5.0/5.0 stars **Reviewed by:** Garima M. | Specialist Data Analytics & Experience Optimization, Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Decibel is not only a tool but a complete book for for doing a deep dive research on customer behaviour. The different type of functionality that Decibel offers in it's UI and the ability to see session replays of the customer journey to your website id really amazing. Working in a business where the main idea is to how to present and what to present to the customer is where Decibel tool takes a very good place. Making the work of Optimization easier this tool is also helpful for the UX people in terms of designs. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** The ability to process the data at real-time and also there is a certain limit for the page level discovery. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Using it as the tool to run experiments of different types and measuring the success based on DXS score and other important metrics like Frustration Score, Form Score. Also using it as a tool to play session replays while running the experiments through Adobe target and see the difference of how much of your customers are liking it and who did not like it. Also it gives you the clarity of what needs to be improved from the business point of view to improve customer's experience. ### 23. Very useful tool to improve customer experience and understand on page user behaviour **Rating:** 5.0/5.0 stars **Reviewed by:** Hardi A. | Enterprise (> 1000 emp.) **Reviewed Date:** July 09, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** The ability to see user journeys and understand how users are flowing through the site. The journeys feature allows you to drill down and see how specific users are moving through the site, what their experience rating is and watch their session replay. The tool is very easy to use and intuitive. I was able to easily get up to speed using the knowledge base articles and the self guided tour feature provided within the platform. After a few months I was considered the tool expert in my company and providing other colleagues with helpful tips and tricks on how to use the tool more effectively. I believe this tool has been very helpful for not just my department but other departments in my company as well. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** The integrations issues with other tools like Qualtrics, Analytics or Optimizely. To integrate with other platforms is not as easy as I would like it to be. For example, I have been working with the team from Decibel to integrate with Qualtrics but I haven't been able to successfully achieve my use case yet. However, I am satisfied in knowing that the Decibel team continues to prioritize my concern and continue to work diligently to hit my launch date. **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** It is a good opportunity to really get a better understanding of how users are flowing through your site pages, understanding what experience they are having and learning more about their pain points. With this information the path forward becomes much easier in how to improve. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Understanding where site visitors are experiencing friction and how to create more efficient flows to improve user experiences. The ability to set up funnels, view sessions and journeys makes a very big difference in understanding what users are looking for when they come to our site and what the most efficient path for them to take is. Using this information I am able to apply it across all other pages and I can see direct impacts to flows because everything is being recorded. Also, the information is being saved for approximately 3-6 months depending on the set up being used. Thus, we are able to look back and compare previous month over month and quarter over quarter to ensure we are showing ongoing improvement. ### 24. Decibel Review **Rating:** 2.5/5.0 stars **Reviewed by:** Oscar N. | Enterprise (> 1000 emp.) **Reviewed Date:** April 24, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Attribution click data and scroll data as these accurately show data that I need. Specifically session replays seem very useful as you get the human sense of how people use your website and what people click on and how they navigate around your site. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** I dislike the hover and click data that seems to take a sample. Also when scrolling down a page click data seems to be innacurate for the click heatmaps, and to be honest I have no idea where people have clicked. Also there is many features which I do not know how to use, or how to even get started. The interface does not always allow you to do what you'd like **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** Decibel is useful for understanding single page interactions and to understand what information people are searching for on a single page. Especially through the use of session replays you can better understand how previous users have interacted with the page, and how they navigate the side (i.e. seeing frustration when someone clicks on an element multiple times and there is no response from the page. Where decibel struggles is that for any page that is longer than the fold, heatmaps do not seem to be that accurate. Heatmaps seem to overlay data from areas above and below the are you are currently looking at, and this makes it hard to use this as a backup or valid piece of data. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** I am using decibel to understand what elements people are interacting with on the page. This is useful as it can help me understand the intent of the user and visitors to our site. The benefits specifically is that it makes it easier to implement changes as you can use data to back up your arguments to senior stakeholders. ### 25. Decibel - A time-saving winning Solution for pinpointing customer struggle and frustration **Rating:** 4.5/5.0 stars **Reviewed by:** Collins H. | Enterprise (> 1000 emp.) **Reviewed Date:** July 09, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** I think the biggest win for me is being able to create custom segments in GA 360 and apply a Decibel custom dimension to a report using that custom segment and get in real time the playback sessions of customers that did not complete a task or reach a desired goal. This is by far the best feature for me. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** No dislikes for me at the moment. Works. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Decibel has greatly impacted the work I do at LV=. Prior to Decibel, we solely utilised GA 360 for insights and identifying customer frustration and struggle. We could mainly hypothesize about the cause of these struggles and frustration before Decibel. We can now fully understand the "Why" and this greatly aids our insights and recommendations to different teams for improving customer journeys. Decibel also significantly reduces the time it takes to understand customer struggle when used in collaboration with GA. ### 26. Decibel has been insightful and proactive in identifying pain points for our customers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** September 15, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** It's very easy to create a segment and analyse behaviour, it's really helpful in taking away subjectivity. The tool is useful in understanding the very specific details of customers experience and also has the ability to identify trends and patterns. I also like that it can help measure improvements pre and post change so you can see what behaviours have changed as a result. It has identified some key experience hiccups for customers that resulted in an increased drop off rate. Without Decibel it is unlikely we would have identified this issue. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** It can take time to work through all of the great content that it collects. Sometimes it feels like there is information overload. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** 1. Understanding how our customers respond to changes we make 2. Feeding projects and product teams with insight that helps shape future changes and improve the journey 3. Give the UX team a way of observing customer journeys in the natural habitat ### 27. Essential Tool **Rating:** 3.5/5.0 stars **Reviewed by:** Billy C. | Enterprise (> 1000 emp.) **Reviewed Date:** May 20, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Adjustable playback speed makes consuming multiple session recordings easy. Setting up a funnel, lets you quickly narrow the group of users or area in which you are looking to review. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** Field masking is important for security and PCI compliance, but in some cases like our search field, it would be helpful if that field were not masked, so we could more easily witness search behavior. **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** Get a random sampling of sessions to view or set up a funnel to view a specific area of the site/app. The cursor track and click marks make it easy to tell what's going on. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Quickly identify the friction points that customers don't necessarily report to customer service. We can watch several user sessions at a time to quickly find patterns. ### 28. Great tool to conduct CX research **Rating:** 5.0/5.0 stars **Reviewed by:** Shashin S. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 09, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** The ability to review session replays, heatmaps, sunburst for indentifying customer journey friction points. Also provides special integrations with Analytics tools for deep dive analysis. Its must use tool with any optimization tool to review exact impact of running experiments. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** Lack of real time data processing abilities, as you can't fetch metrics for a session in real time and act upon if digital experience score (DXS) is dropping below to a cutoff point. **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** It's a great tool, you can only tell the value it brings after you use it really! **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** In global business setup, it has become easier to compare different market websites performance and DXS. Also provides ability to deep dive and find specific UX design issues that users face. Helps a lot in validating winnner experience from a running CRO experiment. ### 29. Great tool to really dig deep into consumer experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Enterprise (> 1000 emp.) **Reviewed Date:** September 24, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** The heatmap feature is great as you have various ways of the looking at page behaviour. It has help with so many decision looking at page redesign. The integration with optimisation tools, being able to see performance in almost real-time **What do you dislike about Medallia Digital Experience Analytics (DXA)?** Dashboard - I think it's very limited and feel it could provide much more value **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** If you want a tool which can be embedded within the organisation due a simple user interface which is easy to use and gain valuable insights, I would recommend Decibel **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Technical Errors, Evaluating errors of poor performance in user journeys ### 30. Great tool to discover your site experience issues **Rating:** 4.5/5.0 stars **Reviewed by:** Derek M. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Ability to filter down segments and watch those session replays **What do you dislike about Medallia Digital Experience Analytics (DXA)?** Analytical analysis can be a bit broad. Have had diffuicluy drilling down to answer question of "why". **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** Great tool to see your customers journeys, their frustrations, and reactions to your site. Its a valuable tool. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Great for discovering technical issues, and how to watch user engagement with content on site for Ui/UX ### 31. Help answer the "why" to your clickstream data. **Rating:** 4.5/5.0 stars **Reviewed by:** Kris G. | Owner, Enterprise (> 1000 emp.) **Reviewed Date:** March 30, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** The user interface is very intuitive and connections to Adobe Analytics are straight forward. The DXS score is very insightful to understand if users are frustrated with your content. Customer Support is always very responsive and helpful. Segment creation and integration into reports executes very well and enables for critical analysis. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** Getting lost in session replays is my only downfall! I would like to see an evolution of sharing heatmaps visualizations. I would also love to see an evolution in data security measures. It is extremely time consuming to manually block PII data and is extremely important. This should be a key part of the on-boarding strategy with new customers. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Finding customer pain points that we could only find with Decibel. We feed our VOC feedback with Decibel session replays into our internal comms tool to be able to identify the actual behaviour of our site and our customer to really understand what to fix. This has been invaluable. We are then able to directly impact our overall VOC score by focusing on issues that our customers are telling us to fix. ### 32. Smooth Implementation & Superb Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** Jerry W. | Senior Director Product Engineering, Mid-Market (51-1000 emp.) **Reviewed Date:** March 18, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** One of the upsides of Decibel is the ease of use straight out of the box. This allows the usage to permeate throughout all levels of the organization. Digital CX is no longer limited to marketing expertise. I've witnessed daily usage from Data, Test Optimization, Call Center, QA, Dev, Operations, Compliance and more! **What do you dislike about Medallia Digital Experience Analytics (DXA)?** The native mobile space is still not stable enough to gain insights. For many organizations, this creates a void. Data streaming has become better but needs to be more robust for easier integration with other applications. **Recommendations to others considering Medallia Digital Experience Analytics (DXA):** Stack it up against Glassbox and Quantum. Do a proof of concept. Implement the tag with your choice of tag manager. Try out a few of the integrations. All of this can be done with 1-2 people over the course of a few weeks. Make sure your InfoSec team is involved to approve the PII masking. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Improving CR is a top benefit. One overarching impact is that Digital CX is now part of the our DNA. Decibel is part of our decision-making process as a company. We gather as a company to witness our customer interactions and use that as ways to communicate with the customer and make their experience better. This has made us a customer-obsessed company. ### 33. Funnel drop offs **Rating:** 4.5/5.0 stars **Reviewed by:** Anna K. | CX @ Aviva, Enterprise (> 1000 emp.) **Reviewed Date:** July 10, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** Running drop off reports. Sometimes there is an assumption about something and these funnels either support or not support these **What do you dislike about Medallia Digital Experience Analytics (DXA)?** Watching lots of videos. It can be quite time consuming to watch lots of videos to find your insight **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Discovering the problem points for customers ### 34. Decibel **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** August 04, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** The tool is very easy to use and intuitive. The session replays seem very useful and what people click on and how they navigate around your site. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** The interface does not always allow you to do what you'd like. Time consuming to manually block PII data which is extremely important **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Sharing funnels, segments and page groupings between properties seems limited. ### 35. Very effective tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 07, 2020 **What do you like best about Medallia Digital Experience Analytics (DXA)?** I like how the data constantly refreshes meaning that you can always go into the tool to find out the information that you require to support your insights and projects **What do you dislike about Medallia Digital Experience Analytics (DXA)?** It isn’t as easy to use as some of the other tools that are in a similar market and it is also fairly expensive in comparison **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** We are able to address user research issues and any bugs that we find on the website too ### 36. Decibel Insight **Rating:** 5.0/5.0 stars **Reviewed by:** Gautam G. | Quality Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** September 28, 2018 **What do you like best about Medallia Digital Experience Analytics (DXA)?** GUI is very user friendly and Interactive. **What do you dislike about Medallia Digital Experience Analytics (DXA)?** All the features are very good and useful. **What problems is Medallia Digital Experience Analytics (DXA) solving and how is that benefiting you?** Statistics and different heat maps are the best feature. ## Medallia Digital Experience Analytics (DXA) Discussions - [What is decibel medallia?](https://www.g2.com/discussions/what-is-decibel-medallia) - [What does decibel insight do?](https://www.g2.com/discussions/what-does-decibel-insight-do) - [What is decibel tool?](https://www.g2.com/discussions/what-is-decibel-tool) - [View Medallia Digital Experience Analytics (DXA) pricing details and edition comparison](https://www.g2.com/products/medallia-digital-experience-analytics-dxa/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-17+08%3A46%3A14+-0500&secure%5Bsession_id%5D=53e515c3-4ba3-426f-b5f0-f135366512c3&secure%5Btoken%5D=4e4dd0bbdc4cd4d8322eb5cb4f35a7f40c1a3b025f4a17a928007e0d4a169c5e&format=llm_user) ## Medallia Digital Experience Analytics (DXA) Features **Metrics** - Sessions - Digital Analytics - Engagement - Entry and Exit Pages - Standard Event Tracking - Custom Event Tracking - Retention - Return - Conversions - Funnels **User Behavior** - Click Tracking - Mouse Movement - Frustration Tracking **Product Analytics** - Account-Level Analytics - User-Level Analytics - Segmentation - Funnels - Alerts - Multi-Product Analytics - User Scoring - Integrations **Computing** - AI/Machine Learning - Little to No Coding **Agentic AI - Heatmap Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Decision Making **Reporting** - Real-Time Reporting - Trending - Retroactive Reporting - Segmentation - Mobile Reporting - Unification Across Devices - Custom Reports and Dashboards **Analysis** - Conversion Opportunities - Side-By-Side Analysis - Mobile Device Analysis - Data Quantification - Webpage Element Analysis **A/B Testing ** - Error and Bug Tracking - Split URL Testing - Data Analysis - Notes **Experimental Design** - Multivariate testing capacities - Concurrent Testing - Mobile Testing **Agentic AI - Product Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Other** - Load Time Monitoring - Campaign Tracking - E-Commerce - Promotional Messages - Administration Alerts **Reporting** - Heat Maps - Session Replays - Monitoring - Data Segmentation **Visitor Information** - User Identification - Search Box **Analytics** - Reporting and Analytics - Heatmaps **Behavioral Analytics - Product Analytics** - Multi-Product Analytics - User level Analytics - Account level Analytics - Segmentation - Funnels **Agentic AI - Session Replay** - Cross-system Integration **Agentic AI - A/B Testing** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Agentic AI - Digital Analytics** - Autonomous Task Execution - Cross-system Integration - Proactive Assistance - Decision Making **Platform Infrastructure - Product Analytics** - Cross System integrations - Alerts - Integrations **AI driven optimization - Product Analytics** - User scoring - Adaptive learning - Automated insights - Autonomous task execution **Administration** - API / Integrations - QA Testing - Performance and Reliability - User, Role, and Access Management ## Top Medallia Digital Experience Analytics (DXA) Alternatives - [Contentsquare](https://www.g2.com/products/contentsquare/reviews) - 4.6/5.0 (613 reviews) - [Fullstory](https://www.g2.com/products/fullstory/reviews) - 4.5/5.0 (1,029 reviews) - [Glassbox](https://www.g2.com/products/glassbox/reviews) - 4.9/5.0 (788 reviews)