Medallia Customer Experience Reviews & Product Details

I like the reporting with self-service capabilities in Medallia Customer Experience. It allows us to implement most enhancements and changes ourselves, like new surveys, reporting, and integration. It's really valuable for us to have that level of control. Review collected by and hosted on G2.com.

I find customer service takes too much time to deliver anything, and the quality is often low and needs to be fixed repeatedly, which is frustrating. Also, the initial setup was quite demanding, with very strict implementation deadlines set by Medallia. Review collected by and hosted on G2.com.

Centralize the information provided by clients at the different points of contact with our services, and have a detailed analysis of the comments, audios, or videos to convey to the organization the sentiment-emotion of our clients is the most powerful thing that exists for a cultural transformation. Review collected by and hosted on G2.com.

The setup is complex, it doesn't make it so self-service. Review collected by and hosted on G2.com.

I really like Medallia, as a person who used to manage survey programs manually in other companies, Medallia has been an amazing help from managing our survey programs to reporting insights Review collected by and hosted on G2.com.

The only thing I would say is not having entire ownership on the tool. For example when I need to add some fields to rankers in Medallia reporting, I always need someone from Medallia team helping me do it. Review collected by and hosted on G2.com.

What I like best about Medallia is its ability to centralize customer feedback and make large volumes of qualitative data manageable. The text analytics and verbatim analysis are strong, which makes it easier to understand the reasons behind customer scores, not just the scores themselves.

I also value the alerting and workflow capabilities that help route feedback to the right teams. This makes it easier to act on insights in a timely way and close the loop with customers. Review collected by and hosted on G2.com.

What I dislike most about Medallia is the complexity of the platform. Configuration and customization often require specialized expertise, which can slow down changes and make the system feel less flexible for day-to-day users.

Reporting and dashboarding can also feel rigid compared to modern BI tools. Making small adjustments or exploring data ad hoc isn’t always intuitive, and performance can vary depending on how the system is set up. Review collected by and hosted on G2.com.

I think the user interface is super easy to use, even as a first timer. The visuals are crisp and clear. Review collected by and hosted on G2.com.

I don't think I have anything that I can really put a pin on in terms of dislike. Everything has its ups and downs. But there is nothing I dislike really! Review collected by and hosted on G2.com.

I like how Medallia Customer Experience continues to iterate to make analyzing massive amounts of customer data easier. We use text analytics and find key topics that are impacting our key scores positively or negatively. Review collected by and hosted on G2.com.

The impact score calculations are opaque, for new users there is a relatively high barrier of entry to learn how to use the platform, and the relationship we have with our merchants make some of the features less useful to us. Review collected by and hosted on G2.com.

I'm new to the experience, so we're still learning and designing the implementation of all the functionalities. But so far, I appreciate the type of information that we can gather. I'm also looking forward to using AI to give us quick insights into our problematic areas. We're hoping for AI to provide the information we need to quickly react and improve customer experience. Review collected by and hosted on G2.com.

As we're new, there are quite a few challenges, especially when someone from Medallia creates our initial surveys. We then have to figure out what has been done to manage reporting and dashboards. The initial setup was long-winded and difficult. Review collected by and hosted on G2.com.

I find that Medallia Customer Experience is easy to use both on the front end website and the mobile app, which makes it convenient for my teams. I like that the filtering capability helps our operations teams to drill down into individual markets and areas. The dashboards are straightforward to understand and build, which is quite helpful. Review collected by and hosted on G2.com.

We are having some issues with duplicate surveys that skew the results. Data extraction has caused our engineering team issues. Review collected by and hosted on G2.com.

I like the high touch client service. I also value the grounded insights from practitioners in the field and how responsive Medallia Customer Experience is to client feedback. It offers consolidated information across silos and channels, making it easier to democratize data and deliver it across stakeholders. Using Medallia Customer Experience, we gain many opportunities to share best practices, helping us approach problems from different angles. Review collected by and hosted on G2.com.

I don't like that the survey feels too long. It would be better if it was limited to 3-5 questions. Review collected by and hosted on G2.com.

I really appreciate how Medallia Customer Experience provides feedback from customers that purchase our experience products, letting us know about operational changes needed. It's great for identifying problems on the site and gives port leadership teams actions to tackle people or F&B issues. The initial setup was overall smooth, which I liked. Review collected by and hosted on G2.com.

There's a huge opportunity to integrate contact center transcripts and chats. It's a work in progress. Review collected by and hosted on G2.com.