--- title: Medallia Customer Experience Reviews meta_title: 'Medallia Customer Experience Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 210 reviews by the users' company size, role or industry to find out how Medallia Customer Experience works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 210 scale: '5' date_modified: '2026-08-09' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Medallia Customer Experience Reviews **Vendor:** Medallia **Category:** [Experience Management Software](https://www.g2.com/categories/experience-management) **Average Rating:** 4.5/5.0 **Total Reviews:** 210 ## About Medallia Customer Experience Medallia Experience Cloud, an award-winning SaaS platform, leads the market in helping organizations understand, manage and improve the experiences of their customers, employees, and citizens. Medallia is equipped with the most comprehensive capabilities for capturing feedback and experience signals wherever customers are interacting, including: email, social, digital web and in-app, conversational messaging and connected devices. And, when combined with operational and transactional data fed into Medallia, organizations can understand every touchpoint along every customer journey. Medallia Athena brings AI and Machine Learning to the platform, detecting patterns, uncovering issues and new business opportunities, and predicting behavior, all to focus attention for smarter business decisions. Medallia delivers these insights in real-time, across the organization, so that the voice of the customer can be embedded in daily decisions made by everyone, from the frontline to the C-suite. Using Medallia Experience Cloud, organizations can make demonstrable improvements to the customer experience and employee experience, reducing churn, turning detractors into promoters and buyers, and creating in-the-moment cross-sell and up-sell opportunities. All of which help companies deliver clear and potent returns on investment. Learn what Medallia can do for your organization by requesting a demo at https://www.medallia.com/contact-us/ ## Medallia Customer Experience Pros & Cons **What users like:** - Users value the **flexible feedback collection** of Medallia, which enhances customer insights and operational improvement opportunities. (17 reviews) - Users find Medallia Customer Experience to be incredibly **helpful** for gaining deep insights and improving customer engagement. (16 reviews) - Users appreciate the **ease of use** of Medallia Customer Experience, enjoying quick insights and seamless communication. (15 reviews) - Users appreciate the **exceptional customer support** from Medallia, enhancing their experience with timely and helpful guidance. (11 reviews) - Users value the **powerful insights generation** of Medallia, enhancing decision-making with deep understanding of customer feedback. (11 reviews) - Users appreciate the **centralization of customer feedback** in Medallia, enhancing understanding and actionable insights from data. (9 reviews) - Customer Focus (6 reviews) - Customer Insights (5 reviews) - Data Management (5 reviews) - Easy Integrations (5 reviews) **What users dislike:** - Users find the **learning curve steep** and overwhelming, especially for new users trying to navigate the platform. (6 reviews) - Users face **limitations in features** and cumbersome workflows, resulting in delays and inefficiencies in addressing feedback. (6 reviews) - Users find the **steep learning curve** of Medallia Customer Experience intimidating, especially without prior analytics experience. (6 reviews) - Users highlight the **limitations in AI capabilities** of Medallia, resulting in delays and manual efforts in feedback management. (5 reviews) - Users often find **difficult reporting** in Medallia challenging, with a steep learning curve and confusing navigation during critical periods. (4 reviews) - Users cite the **high cost** of Medallia Customer Experience, requiring careful planning for effective implementation. (4 reviews) - Users feel that **engagement reporting and onboarding processes** of Medallia need significant improvements for better functionality. (4 reviews) - Missing Features (4 reviews) - Difficult Setup (3 reviews) - Users struggle with **implementation issues** , facing technical challenges and a steep learning curve that hampers efficiency. (3 reviews) ## Medallia Customer Experience Reviews ### 1. Medallia is a great tool, but it's necessary to be more "do it yourself" **Rating:** 4.5/5.0 stars **Reviewed by:** Bruna B. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2023 **What do you like best about Medallia Customer Experience?** I think Medallia is a complete tool, with a lot of features that help us to collect the feedback of our clients and understand their desires and demand. With a easy usability and several deashboards. **What do you dislike about Medallia Customer Experience?** I think Medallia have a lot things that is necessary to have help to other partner, and don't get to do alone, and with the time that we need sometimes. So have other partner is good, but in same ocasions is not so. **What problems is Medallia Customer Experience solving and how is that benefiting you?** It's our second year use Medallia and the feedbacks that we had, help us to change some process that help our customer to have a better experiencia with our services. **Official Response from Allison Levy:** > We appreciate your feedback and understand the importance of having support when needed. We are continuously working to improve our platform and provide better assistance to our partners. ### 2. Great experience and preview of upcoming products. **Rating:** 3.5/5.0 stars **Reviewed by:** Nikki V. | Member Experience & Innovation Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** February 07, 2024 **What do you like best about Medallia Customer Experience?** The ability to measure member experience and then create plans to continue improving. **What do you dislike about Medallia Customer Experience?** The wait time between a product demo and then actual go live. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Measuring and trending NPS, oSAT and MES. **Official Response from Allison Levy:** > We're glad to hear that you had a great experience and found value in previewing our upcoming products. We appreciate your feedback about the wait time between product demo and go-live, and we will work on improving this process. Thank you for taking the time to leave a review! ### 3. User friendly CX platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** March 05, 2024 **What do you like best about Medallia Customer Experience?** Platform functions great with no issues logging in and viewing reports. **What do you dislike about Medallia Customer Experience?** Sometimes exported file disappears. Changing filters is sometimes confusing for new users. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Easy for our dealers to log in and see survey results with fewer clicks. Platform is intuitive and colors are simple and elegant. **Official Response from Allison Levy:** > We're glad to hear that you find our platform user-friendly and that it functions well for you. We apologize for any inconvenience caused by the exported file disappearing and the confusion with changing filters. We will work on improving these aspects to provide a better experience for all users. ### 4. Great Platform but third party assistance required **Rating:** 4.0/5.0 stars **Reviewed by:** Priscila L. | Enterprise (> 1000 emp.) **Reviewed Date:** November 27, 2023 **What do you like best about Medallia Customer Experience?** Medallia is a reliable and robust tool to customer experience management. The range os customization options is extensive, allowing business to tailor surveys, reports and dashboards. **What do you dislike about Medallia Customer Experience?** The dependency on third party to configure anything in the platform is a challenging and timing spend. It should provide local training to give the ability to do simple tasks. I would also point an improvement in the dashboards, with an update in desings and new options for graphics. **What problems is Medallia Customer Experience solving and how is that benefiting you?** The plataform employs robust analytics tools to analyze customer feedback, identify trends, and provide actionable insights. **Official Response from Allison Levy:** > Thank you for your feedback on Medallia. We understand the challenges of relying on third-party assistance and will work to improve the platform's usability. Your input on dashboard designs and graphics options is valuable and will be considered for future enhancements. Thank you! ### 5. Consumer experience ROI- game changer! **Rating:** 5.0/5.0 stars **Reviewed by:** Kelly W. | Director of Innovation and Member Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** February 07, 2024 **What do you like best about Medallia Customer Experience?** Ease of navigation, automation iterations and community **What do you dislike about Medallia Customer Experience?** Speed of innovation, consolidated dashboard reports **What problems is Medallia Customer Experience solving and how is that benefiting you?** Feedback on transactional experiences **Official Response from Allison Levy:** > We're glad to hear that you find our platform easy to navigate and appreciate the automation features. We understand the importance of innovation speed and are constantly working to improve in that area. We appreciate your feedback and will take it into consideration for future updates! ### 6. Customer Experience at scale **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** March 05, 2024 **What do you like best about Medallia Customer Experience?** Practical experience from speakers, profound understanding of WHY we need Customer Experience (CX) and how to measure it effectively on a large scale. **What do you dislike about Medallia Customer Experience?** Do not "play" with the tool itself. I'm a beginner, and would love to experiment with it more. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Displaying the most critical user problems to address, and how they intersect across different businesses. **Official Response from Allison Levy:** > It's great to hear that Medallia is helping you identify critical user problems and their overlap across businesses. We're committed to continuously improving our platform to better serve your needs. ### 7. A complete platform to manage the customer experience. **Rating:** 4.5/5.0 stars **Reviewed by:** Ana C. | Enterprise (> 1000 emp.) **Reviewed Date:** November 21, 2023 **What do you like best about Medallia Customer Experience?** Medallia is a comprehensive platform where you can analyze experience data at both the macro and micro levels, as well as track the entire end-to-end process of survey creation and deployment. **What do you dislike about Medallia Customer Experience?** There are opportunities for improvement in access management for internal users and also in monitoring processed files. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Provide visibility to the entire network of stores regarding the experience and enable analyses at the micro level with intelligence **Official Response from Allison Levy:** > Thank you for sharing your feedback on the areas for improvement. We are continuously working to enhance our platform and your input is valuable to us. ### 8. "The Medallia system is excellent!" **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Enterprise (> 1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about Medallia Customer Experience?** System layout, quick updates, and user experience. **What do you dislike about Medallia Customer Experience?** For my level of usage, there is nothing that I dislike. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I use Medallia to understand the diversity experience within the company. The system allows me to collect responses and easily analyze each item, facilitating the development of products and actions accurately tailored to the customers. Additionally, it provides me with good access management for team leaders, ensuring they are aware of the results. **Official Response from Allison Levy:** > We're thrilled to hear that you find our system layout, quick updates, and user experience excellent! Thank you for sharing your positive feedback. ### 9. Robust CSAT Collection **Rating:** 4.0/5.0 stars **Reviewed by:** Jeff M. | Sr Director of Finance, Small-Business (50 or fewer emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Medallia Customer Experience?** There is a lot of data aggregated based on customer experience and CSAT. This can be done for multiple aspects of your business as well. **What do you dislike about Medallia Customer Experience?** Although the data being provided is robust, it can be an expensive solution to retrieve what is ultimately relatively simple data to collect. **What problems is Medallia Customer Experience solving and how is that benefiting you?** We want to understand the CSAT of our customers and also try and see how our customer service agents are performing in that regard specifically. ### 10. Great for collecting voice of customers **Rating:** 4.0/5.0 stars **Reviewed by:** William B. | B2B Digital & Quality Chief, Enterprise (> 1000 emp.) **Reviewed Date:** March 03, 2023 **What do you like best about Medallia Customer Experience?** I like the way that they collected in real time the most value voice of customer and how they integrate the responses in touchpoints and journey mapping in order to get users feedback. **What do you dislike about Medallia Customer Experience?** The customer support, I believe they could be better in customer support because a lot of our business as usual require being in touch with a platform expert and the support is not efficient **What problems is Medallia Customer Experience solving and how is that benefiting you?** They are solving the main problem of listening our customers in real time implementing new ways of collecting their thoughts about our company. ### 11. Medallia - Review **Rating:** 3.5/5.0 stars **Reviewed by:** Austin B. | Marketing Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Medallia Customer Experience?** Accomplishes what you want it to. The UI is easy to track and the dashboards convey information well. **What do you dislike about Medallia Customer Experience?** Needs more or better interface for exporting or collaborating to outside data analytics **What problems is Medallia Customer Experience solving and how is that benefiting you?** We need this to track customer experience from our appointment ### 12. Great Review Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2023 **What do you like best about Medallia Customer Experience?** As an admin user I really appreciated the reports, the breakdown, the user experience- I was able to walk my staff through and empower them to watch their own stats. **What do you dislike about Medallia Customer Experience?** When there is a review that is disputable (with proof) it was a bit difficult to get any feedback or solution in order to address. Luckily we've had less than a handful of those **What problems is Medallia Customer Experience solving and how is that benefiting you?** Medallia is a huge part of our business structure, we are able to track our customer satisfaction and where we need improvement as well as individual employees performance **Official Response from Allison Levy:** > We're glad to hear that you find our reports and user experience empowering for your staff. We appreciate your feedback about disputable reviews and will work to improve our process for addressing these situations. ### 13. Full Customer feedback view. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2023 **What do you like best about Medallia Customer Experience?** Details of each question were made to the customer. Graphic of the day, week and month. The filter is easy to use, and if you want the details of a person, team and an entire project/campaign, you will have it. **What do you dislike about Medallia Customer Experience?** Sometimes this web/system gives issues. Most of the time i know it's under maintenance, and it is difficult to follow up with teams' customer's feedback and complaints. **What problems is Medallia Customer Experience solving and how is that benefiting you?** View an entire project's customer satisfaction. Helps identify the root cause of low performance in customer interaction. Helps ensure agents' service towards customers. **Official Response from Allison Levy:** > It's great to hear that Medallia Customer Experience is helping you identify areas for improvement in customer interaction and agent service. ### 14. Changes without advised **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** January 11, 2023 **What do you like best about Medallia Customer Experience?** The dashboard is easy to navegate in, I like the way they present the icons in every department. The reports are easy to download in the format you like the must. **What do you dislike about Medallia Customer Experience?** The reports are not complete, the data in the analytics, and the departament overview is wrong data that doesn't match. The feedback is not detailed, the comments are shown in general, not in specific. **What problems is Medallia Customer Experience solving and how is that benefiting you?** We need to know the guests comments about their experience on our business, helps us to understand their point of view, in order to implement corrective measures to accomplish the expectations of our further guests ### 15. Quality Survey Option **Rating:** 4.0/5.0 stars **Reviewed by:** David J. | Salesforce Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2022 **What do you like best about Medallia Customer Experience?** Medallia is a great resource for gauging how your service is being received by your clientele. I have found the program to be useful in a wide assortment of scenarios and we have found that it works well with Salesforce, which was a major concern. **What do you dislike about Medallia Customer Experience?** One issue that we ran into, and I am hoping they have since fixed, is that they were reusing ID numbers when dealing with surveys. Since our import into Salesforce relied on that field to be unique, discovering that they no longer were made for some trouble with finding a viable solution. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Medallia is assisting us in determining what our customers think of our services and how we might do better in the future when resolving similar issues. It also works as a great KPI for our service professionals. ### 16. Medallia review **Rating:** 5.0/5.0 stars **Reviewed by:** Mudasir G. | Front Office Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2022 **What do you like best about Medallia Customer Experience?** Insights about top 5 topic customers talk positively. Improvement areas. Criteria set for rankings. Profiling of customers . Incorporation of all reviews sites to single page **What do you dislike about Medallia Customer Experience?** Scores of 7/8 should be neutral. Removal of unfair reviews is very difficult. Surveys getting stuck at times. Alert closure time should be increased to 72 hrs. A review should be marked as genuine or not based based on some questionare. **Recommendations to others considering Medallia Customer Experience:** Users should be offered a fair Chance to accept or reject a review. Based on fact of course. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Tell real time feedback about customers who have experienced product and service delivery. Indicates problem areas related to product people or process. Provides steps it ways out through the problem areas. ### 17. Awesome Tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Eloisa G. | Technical Support Tier 1, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2022 **What do you like best about Medallia Customer Experience?** It is very easy to navigate. It enables employees to gauge their interaction with their customers and can easily monitor their performance in providing exemplary customer satisfaction. **What do you dislike about Medallia Customer Experience?** I do not think I have anything to dislike. It works perfectly for me. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Medallia enables us to gather our customer's feedback that would help us determine our areas for improvement that would help us provide a better customer experience. ### 18. Knowledgeable team **Rating:** 5.0/5.0 stars **Reviewed by:** wendy k. | EVP,Chief Engagement Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Medallia Customer Experience?** flexibility of the team wa s an important aspect for s moving the survey through specific to BankNewport **What do you dislike about Medallia Customer Experience?** all is working well, I can't really say there is anything I did not like **What problems is Medallia Customer Experience solving and how is that benefiting you?** Gaining customer insight is a reportable way with excellent dashboards ### 19. disappointment **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User **Reviewed Date:** January 05, 2023 **What do you like best about Medallia Customer Experience?** I see only downsides. They do surveys for Citi business and are lousy at it. **What do you dislike about Medallia Customer Experience?** They can't even design proper survey for Citi **What problems is Medallia Customer Experience solving and how is that benefiting you?** Just downsides ### 20. Customer experience tracking **Rating:** 3.5/5.0 stars **Reviewed by:** Gayle R. | Office manager , Mid-Market (51-1000 emp.) **Reviewed Date:** March 06, 2022 **What do you like best about Medallia Customer Experience?** Medallia makes it possible to collect input directly from the customer but also provides analytics so that we can get an overall picture of areas of success as well as areas that need improvement **What do you dislike about Medallia Customer Experience?** Some results give an inaccurate or incomplete picture of the customer experience bc of questions not customized to our business **What problems is Medallia Customer Experience solving and how is that benefiting you?** A fairly simple way to get direct feedback from customers while giving them an incentive to provide it. We can see where an issue has arisen repeatedly and address that issue. Also see our data compared to similar companies ### 21. Medallia Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Enterprise (> 1000 emp.) **Reviewed Date:** June 02, 2022 **What do you like best about Medallia Customer Experience?** Digital Surveys and retail surveys creation. NPS **What do you dislike about Medallia Customer Experience?** Creating different project for every new brand **What problems is Medallia Customer Experience solving and how is that benefiting you?** NPS Scoring Close the Loop process ### 22. Great program to keep your customers happy. **Rating:** 5.0/5.0 stars **Reviewed by:** Christina G. | Customer Service Specialist-Benefits & Eligibility, Small-Business (50 or fewer emp.) **Reviewed Date:** December 02, 2021 **What do you like best about Medallia Customer Experience?** Very easy to navigate & helpful in answering guest/customer complaints. I love the word bubbles. I also love the pre written apologies that I can make my own. **What do you dislike about Medallia Customer Experience?** Sometimes I get complaints that don't belong to our business. Not sure how that happens, but it does. It would be better if it only tracked my business. **Recommendations to others considering Medallia Customer Experience:** It's a great tool to keep an eye on how your customers or guests feel about your company, products & staff members. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I am able to track trends with my customers & make apologies & improvements to my service more quickly which makes my team more productive & professional. ### 23. Great Survey Tracking Software **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about Medallia Customer Experience?** The interface is fairly easy to use. Sometimes it's not as intuitive as it should be and it seems that some of the tracking isn't as robust as it should be. **What do you dislike about Medallia Customer Experience?** I dislike that it's not as "smart" as it should be. It's supposed to go through the review and look for keywords, and it does different things based on the keywords it finds- it does elaborate things like word clouds or simple things like identifying "good" and "bad" surveys based on the words the software sees withing the reviews. The problem is that the software doesn't do a good job at that it often will flag a survey as "bad" because it can't determine the context in which the words are used- rendering that feature basically useless. **What problems is Medallia Customer Experience solving and how is that benefiting you?** It's helping identify ways to improve out customer's experience so we can focus on improving in those areas. ### 24. A great survey platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** December 19, 2021 **What do you like best about Medallia Customer Experience?** I enjoy how user friendly and state of the art the dashboard is **What do you dislike about Medallia Customer Experience?** There are certain limitations being part of a b2b team who works on medallia to launch surveys for our agencies **What problems is Medallia Customer Experience solving and how is that benefiting you?** We're using the platform to gain insight into our relationship with our clients and our work performance ### 25. Medallia **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** July 06, 2017 **What do you like best about Medallia Customer Experience?** Medallia is very great to work with. They have lots of experience and bring great ideas to the table and their implementation is strong! **What do you dislike about Medallia Customer Experience?** There is very little I dislike, Medallia is a great company! **What problems is Medallia Customer Experience solving and how is that benefiting you?** We are able to gather customer feedback and find areas that we need to improve in the business. This has allowed us to make process improvements which better help our customers. ### 26. Not a reliable overall picture of your business reviews **Rating:** 1.5/5.0 stars **Reviewed by:** Krissy D. | Club Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Medallia Customer Experience?** The software was easy to navigate, and responding to reviews was simple and fast. **What do you dislike about Medallia Customer Experience?** The only people who took the time to complete the surveys had a bad experience, which skewed the overall score. **What problems is Medallia Customer Experience solving and how is that benefiting you?** It did give members a chance to speak openly regarding issues so that we could address them. ### 27. Great tool for customer survey feedback **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Medallia Customer Experience?** It has a lot of customized filters and the ability to review granular feedback based on customer themes **What do you dislike about Medallia Customer Experience?** The interface can be complicated as each organization can have its way/method of implementation. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Trying to identifying customer friction points with our websites and the type of feedback we can be triaged by IT to fix. ### 28. the grading system it has is quite accurate and secure **Rating:** 4.5/5.0 stars **Reviewed by:** Mario A. | Enterprise (> 1000 emp.) **Reviewed Date:** November 07, 2020 **What do you like best about Medallia Customer Experience?** A good interface, ease of use, high performance, speed, simplicity, and practicality are some of the main features that Medallia possesses, which for me categorize it as the leading opinion software. The fact that my clients can give their opinion about their experience during their stay at our hotel is valuable, as it allows me to improve in the future all those small details they indicate. The rating system it has is quite accurate and secure, so I have no doubt that the rating shown there is 100% objective based on the data collected by the client. The fact that it has the option to generate reports and summaries with all the obtained data also turns out to be a great point in its favor. **What do you dislike about Medallia Customer Experience?** The option to generate reports and statements can be improved to display the information in a more complete way, not to mention that its high cost also turns out to be quite negative since we do not always have the certainty that we can use it perfectly. **What problems is Medallia Customer Experience solving and how is that benefiting you?** It has helped me give a voice to my clients so they can express their opinions about their experience as users once they spend a night in my hotel. In this way, I have been able to improve two aspects that are crucial for me. One is that I have more recommendations from my clients, which translates into an increase in visitors and new clients when they see the positive opinions of other users. And two, it has helped me improve some aspects that bothered my clients. For example, I saw that I had many complaints about the quality of the cable TV service and how some channels did not look good. Thanks to this, I was able to talk to my cable TV provider and solve that problem immediately to continue providing the highest quality service. ### 29. Great way to close the loop with customers **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** December 02, 2020 **What do you like best about Medallia Customer Experience?** The ease of creating new surveys, managing touchpoints to receive NPS scores, and the analytics **What do you dislike about Medallia Customer Experience?** Integrations to other systems for my workflows **Recommendations to others considering Medallia Customer Experience:** Out of the box integrations to send data to other systems **What problems is Medallia Customer Experience solving and how is that benefiting you?** Understanding friction and pain points of my customers and following up with issues. The benefits of one response resolution ### 30. Easy to use and navigate **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2019 **What do you like best about Medallia Customer Experience?** I was thrown into my position with little training and had to use several different softwares and sites I was unfamiliar with. Medallia was by far the easiest to learn and navigate. I was able to figure our which staff I needed to work with in what areas to improve our customer service scores. **What do you dislike about Medallia Customer Experience?** I had trouble with sending a direct link to the item I was looking at so my boss could review it. **Recommendations to others considering Medallia Customer Experience:** Definitely a great software to utilize. I would recommend checking daily and ensuring you write through follow up reports on issues, so you can reference back to the case if need be. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Customer service! My entire job was based on monitoring and improving customers opinions and our staffs interactions with said customers. This allowed me to find what areas of our customer service we needed to improve upon and receive customer comments. This also allows me to monitor all of our social media reviews from one platform and respond with ease. I know of several other dealerships and a few manufacturers who chose Medallia to monitor customers responses. ### 31. Enterprise grade CX software **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Management Consulting | Enterprise (> 1000 emp.) **Reviewed Date:** October 12, 2020 **What do you like best about Medallia Customer Experience?** Handles large customer data sets Robust backend Amazingly intuitive design **What do you dislike about Medallia Customer Experience?** Difficult to configure on our own.. Needs a specialist to do that.. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Customer retention Qualitative interactions using their new tools ### 32. Medallia is the perfect tool for managing and ensuring a great customer experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2019 **What do you like best about Medallia Customer Experience?** All customer feedback is in one easy to use platform and also integrated with SalesForce and our back-end system. The automation of the system and its closed loop process is key to our success and improving our customer retention. Having Medallia allows us to find the key drivers of customer loyalty and take action to improve. **What do you dislike about Medallia Customer Experience?** Nothing that I can think of............. **Recommendations to others considering Medallia Customer Experience:** Get your executives on-board and when implementing involve all the right departments from day 1 to get their input and feedback and ensure all the right stakeholders are trained at launch. **What problems is Medallia Customer Experience solving and how is that benefiting you?** We continue to improve our customer experience and customer retention on a quarterly basis as Medallia helps us to ensure we are taking the right actions for our customers. ### 33. no obvious technical issues so far! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Medallia Customer Experience?** I am thrilled that surveys are automatically categorized by the associate who performed the transaction, as it gives management the ability to recognize individual employees who perform outstanding customer service. **What do you dislike about Medallia Customer Experience?** There appears to be a severe lack of transparency shown to the customer as they interact with the survey, especially regarding what it is that they are reviewing and how the numerical rating translates. This has resulted in numerous surveys marked as “detractors” despite glowing reviews and the exceedingly frustrating situation in which a customer bases their review on a previous poor experience that has nothing to do with the one they are meant to be reviewing, and the scathing review is permanently attached to the wrong associate and is reflected in their totals and averages. **Recommendations to others considering Medallia Customer Experience:** The potential for human error has been the repeated culprit for every issue I’ve seen so far, but when used correctly it performs reliably and smoothly. **What problems is Medallia Customer Experience solving and how is that benefiting you?** It is a huge benefit for employees at every level to be able to view specific customer feedback on their performance and for managers to easily identify the members of their teams that need help with their customer service skills as well as the ones who are excelling at it. ### 34. survey tool **Rating:** 4.0/5.0 stars **Reviewed by:** amy g. | support transformation leader, Enterprise (> 1000 emp.) **Reviewed Date:** September 26, 2019 **What do you like best about Medallia Customer Experience?** automated systems and integrated with our Salesforce platform **What do you dislike about Medallia Customer Experience?** not easily customizable to our specific needs. changes require help and time **Recommendations to others considering Medallia Customer Experience:** make the product more flexible and require less deep coaching **What problems is Medallia Customer Experience solving and how is that benefiting you?** get nps and other feedback from clients - realized consistency for the company can measure nps across all departments on the same basis. ### 35. Premier Survey Analytics System **Rating:** 5.0/5.0 stars **Reviewed by:** Ryan B. | General Manager, Hospitality, Small-Business (50 or fewer emp.) **Reviewed Date:** January 03, 2019 **What do you like best about Medallia Customer Experience?** Medallia does a great job at providing great tools to analyze not just numbers from customer feedback but has great text analytics. Any place of business that takes customer feedback serious needs to adopt this software. It's great that we can respond directly to our customers. **What do you dislike about Medallia Customer Experience?** They have been constantly improving their system over the past 5 years of my use. I always look forward to what new tools they come out with. **Recommendations to others considering Medallia Customer Experience:** Great system for any company that deals with a high volume of customers from the public that would be willing to give detailed feedback. In the hospitality industry, this is a perfect match. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Collecting feedback from customers and using that feedback in a sensible way to identify areas of improvement. ### 36. NPS User **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2018 **What do you like best about Medallia Customer Experience?** I really like the account level or contract level campaigns I can customize and track. I like the fact that you can get near real-time notifications as folks respond. The survey questions for wins/losses are very applicable for gleening information that can be used in the next pursuit **What do you dislike about Medallia Customer Experience?** I did not like that you need a minimum sample of 20 responses in order to build out a model; for certain customers that you don't have a relationship with or just trying new pursuits there should be a flag so that the scoring is recalibrated for those types of pursuits. **What problems is Medallia Customer Experience solving and how is that benefiting you?** We want as real responses to understand how our relationship is being managed with our clients. This will help us be better prepared and take into consideration as we endeavor on future sales pursuits or our ability to harden our existing delivery for great customer satisfaction ### 37. Project Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 25, 2019 **What do you like best about Medallia Customer Experience?** It has many functionalities and its lots of enhancements like text analytics, connection to other databases and API **What do you dislike about Medallia Customer Experience?** Its very complex to configure. To the point you need java script codiing and roles addition is complex **What problems is Medallia Customer Experience solving and how is that benefiting you?** To capture customer experience which is critical ### 38. Awesome App for reviews **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2019 **What do you like best about Medallia Customer Experience?** We use this on a daily basis to track reviews and to reward people who contribute to success and to take care of any issues that arise in a timely manner **What do you dislike about Medallia Customer Experience?** Nothing this is perfect for what we need it to be Faster response times **Recommendations to others considering Medallia Customer Experience:** Excellent Software to help you achieve goals **What problems is Medallia Customer Experience solving and how is that benefiting you?** Being able to review react and respond to feedback ### 39. Medallia review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 18, 2019 **What do you like best about Medallia Customer Experience?** We use Medallia to aggregate customer feedback surveys and look at that data. It is easy to see different variables. **What do you dislike about Medallia Customer Experience?** It would be nice to be able to see how many surveys go unanswered versus how many we actually get. **What problems is Medallia Customer Experience solving and how is that benefiting you?** It helps us respond directly to customer complaints and see how we are doing overall in customer satisfaction. ### 40. Good and decent partner. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2018 **What do you like best about Medallia Customer Experience?** Responsibility. Innovativeness. Reliability. **What do you dislike about Medallia Customer Experience?** I really appreciate the efforts of Medallia Team. There is no problem. **Recommendations to others considering Medallia Customer Experience:** Good business partner **What problems is Medallia Customer Experience solving and how is that benefiting you?** Data collection, tracking for analysis and commission. ### 41. Great tool to track customer satisfaction dynamically **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 09, 2018 **What do you like best about Medallia Customer Experience?** The dashboard giving insights of NPS scores across product portfolio and trends is amazing. **What do you dislike about Medallia Customer Experience?** The User internface is bit confusion, just in the begining but once you start using it, you get a hang of it. **Recommendations to others considering Medallia Customer Experience:** Strongly recommended for tracking customer satisfaction across multiple products in the protfolio **What problems is Medallia Customer Experience solving and how is that benefiting you?** We use medallia to capture NPS scores for multiple software product offerings within a portfolio. ### 42. Good software providing essential information **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** July 23, 2018 **What do you like best about Medallia Customer Experience?** The interface was very easy to use and had a good navigation panel that allowed for easy selection. **What do you dislike about Medallia Customer Experience?** Some of the names that Medallia names are confusing, and the NPS score is calculated differently. **What problems is Medallia Customer Experience solving and how is that benefiting you?** It helps you to identify the customer satisfaction and the comments really help to pin point the specific customer and the problem them encountered. ### 43. I have had a great experience partnering with the Medallia team. **Rating:** 5.0/5.0 stars **Reviewed by:** Bill A. | IBM Global Quality Program Leader, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2017 **What do you like best about Medallia Customer Experience?** In my personal experience, I find the Dashboards showing NPS results across our Digital Client Journey are very powerful. I love being able to drill down into specific responses from any of the reporting views. The Medallia team is responsive and offers thoughtful dialogue on how to best solution any of the needs we bring to the table. **What do you dislike about Medallia Customer Experience?** Some of our initial surveys had limited ability to adjust over time. Based on Medallia's recent acquisitions and development, there is much more customization available for our newer survey programs. **What problems is Medallia Customer Experience solving and how is that benefiting you?** My engagement has been to help shepherd the instrumenting of IBM's Digital Client Journey. We have built a strong set of measurement points around our client journeys and are incorporating client survey feedback into our operational management systems, and will use Watson content analysis capabilities to unlock client insights for our teams to action. ### 44. Very Detailed Feeback **Rating:** 5.0/5.0 stars **Reviewed by:** Dave G. | General Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2017 **What do you like best about Medallia Customer Experience?** Love how you can do deep analytics on everything from which rooms in the house scored the worst to how well each individual GSR scored at check-in. **What do you dislike about Medallia Customer Experience?** There's no good way to prevent negative scores from inevitable guest situations like having to charge a guest a smoking fee or ask guests to leave for partying. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Gives direction on how our service must improve ### 45. Amazing software for customer feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Enterprise (> 1000 emp.) **Reviewed Date:** July 05, 2018 **What do you like best about Medallia Customer Experience?** It brings all of your customer reviews into one place. **What do you dislike about Medallia Customer Experience?** You can't "save" your place when you exit out and come back. **What problems is Medallia Customer Experience solving and how is that benefiting you?** We use it to track guest reviews from surveys and social media. ### 46. Good **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2018 **What do you like best about Medallia Customer Experience?** I like how simple and easy it is for customers to use. **What do you dislike about Medallia Customer Experience?** We are not able to search for tickets by store number and i would like to see that option. **What problems is Medallia Customer Experience solving and how is that benefiting you?** We are allowing customers to give any kind of feedback through Medallia. It’s been a lot better than our old way of doing this. ### 47. Cool **Rating:** 4.0/5.0 stars **Reviewed by:** Essence H. | Service Consultant, Automotive, Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2018 **What do you like best about Medallia Customer Experience?** The ability to monitor retention of customers is nice. **What do you dislike about Medallia Customer Experience?** Can’t resend surveys to customers who can’t find them in their email **What problems is Medallia Customer Experience solving and how is that benefiting you?** Customers are eager to leave surveys and review ### 48. Important and informative **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Enterprise (> 1000 emp.) **Reviewed Date:** April 05, 2018 **What do you like best about Medallia Customer Experience?** The amazing analytics behind every thing. **What do you dislike about Medallia Customer Experience?** The lack of seperation between stores. **Recommendations to others considering Medallia Customer Experience:** If you are looking for awesome analytics with a great GUI they are your team! **What problems is Medallia Customer Experience solving and how is that benefiting you?** Customer feedback. ### 49. Great conference to learn more and network with peers **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Market Research | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2018 **What do you like best about Medallia Customer Experience?** Break out tracks were great. Learned a lot and am excited to see what the next year will bring. Very inspiring and motivating. **What do you dislike about Medallia Customer Experience?** The day was quite long and ran over schedule a few times. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Easy to view and respond to customer feedback ### 50. Winning in the marketplace by leading through #CX **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2018 **What do you like best about Medallia Customer Experience?** Keep clear vision on how to create competitive advantage through #CX **What do you dislike about Medallia Customer Experience?** Beef up more the robustness of Medallia's new offering (some examples and cases look too theoretical) **What problems is Medallia Customer Experience solving and how is that benefiting you?** Driving enterprise strategic direction via #CX and technology. We've seen leadership alignment and ROI ## Medallia Customer Experience Discussions - [What is your primary use case for Medallia Customer Experience, and how has it improved your customer feedback?](https://www.g2.com/discussions/what-is-your-primary-use-case-for-medallia-customer-experience-and-how-has-it-improved-your-customer-feedback) - [What is Medallia Customer Experience used for?](https://www.g2.com/discussions/what-is-medallia-customer-experience-used-for) - [View Medallia Customer Experience pricing details and edition comparison](https://www.g2.com/products/medallia-customer-experience/reviews?page=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-10+04%3A08%3A38+-0500&secure%5Bsession_id%5D=e85df08f-db9c-437b-a6e5-77f09ad8f099&secure%5Btoken%5D=fb71a237fec80c41b1d3017f98bcfa9c3884481f4275c3a9c9c703e46938a0ca&format=llm_user) ## Medallia Customer Experience Integrations - [Accenture Song (formerly Fjord)](https://www.g2.com/products/accenture-song-formerly-fjord/reviews) - [Adobe Analytics](https://www.g2.com/products/adobe-analytics/reviews) - [Adobe Experience Manager](https://www.g2.com/products/adobe-experience-manager/reviews) - [Azure Pipelines](https://www.g2.com/products/azure-pipelines/reviews) - [Engagehub](https://www.g2.com/products/engagehub/reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - [Genesys](https://www.g2.com/products/vitech-corporation-genesys/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Microsoft Dynamics 365 Customer Voice](https://www.g2.com/products/microsoft-microsoft-dynamics-365-customer-voice/reviews) - [Riptide](https://www.g2.com/products/riptide/reviews) - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [ServiceNow Cloud Management](https://www.g2.com/products/servicenow-cloud-management/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Trustpilot](https://www.g2.com/products/trustpilot/reviews) ## Medallia Customer Experience Features **Analytics** - Net Promoter Score (NPS) - Customer Satisfaction (CSAT) Score - Customer Effort Score (CES) - Gamification **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Customization** - Stakeholder Management - Multilanguage Support - Multiple Branding Support - Vertical-specific Solutions - Customizable Branding - Knowledge Management - Workflow Management - Email Management - Feedback Management - Survey/Poll Management - Negative Feedback Management **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Multi-Language **Additional Functionality** - Real-Time Reporting - Drag & Drop - Surveys & Feedback - Dashboard - NPS Survey Structure - Customizable Forms - Visual Analytics - Data Visualization - Customer Segmentation - Tagging - Customer Journey Mapping - Text Analysis - Customizable Reports - Real-Time Notifications - Alerts/Notifications - Access Controls/Permissions - CRM - Multi-Channel Data Collection - Multi-Channel Communication - Customizable Fields - Real-Time Analytics - Predictive Analytics - Collaboration Tools - Sentiment Analysis - Trend Analysis - API - AI Copilot - Engagement Tracking - Customizable Templates - Reporting/Analytics ## Top Medallia Customer Experience Alternatives - [AskNicely](https://www.g2.com/products/asknicely/reviews) - 4.7/5.0 (1,029 reviews) - [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) - 4.3/5.0 (725 reviews) - [InMoment Experience Improvement (XI) Platform](https://www.g2.com/products/inmoment-experience-improvement-xi-platform/reviews) - 4.7/5.0 (314 reviews)