--- 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 Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users value the **flexible feedback collection** of Medallia, which enhances customer insights and operational improvement opportunities. [(17 mentions)](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120894&qs=pros-and-cons#reviews) Users find Medallia Customer Experience to be incredibly **helpful** for gaining deep insights and improving customer engagement. [(16 mentions)](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120176&qs=pros-and-cons#reviews) Users appreciate the **ease of use** of Medallia Customer Experience, enjoying quick insights and seamless communication. [(15 mentions)](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120084&qs=pros-and-cons#reviews) Users appreciate the **exceptional customer support** from Medallia, enhancing their experience with timely and helpful guidance. [(11 mentions)](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120234&qs=pros-and-cons#reviews) Users value the **powerful insights generation** of Medallia, enhancing decision-making with deep understanding of customer feedback. [(11 mentions)](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1119648&qs=pros-and-cons#reviews) Users find the **learning curve steep** and overwhelming, especially for new users trying to navigate the platform. [(6 mentions)](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120020&qs=pros-and-cons#reviews) Users face **limitations in features** and cumbersome workflows, resulting in delays and inefficiencies in addressing feedback. [(6 mentions)](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120702&qs=pros-and-cons#reviews) Users find the **steep learning curve** of Medallia Customer Experience intimidating, especially without prior analytics experience. [(6 mentions)](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1118338&qs=pros-and-cons#reviews) Users highlight the **limitations in AI capabilities** of Medallia, resulting in delays and manual efforts in feedback management. [(5 mentions)](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120951&qs=pros-and-cons#reviews) Users often find **difficult reporting** in Medallia challenging, with a steep learning curve and confusing navigation during critical periods. [(4 mentions)](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1118183&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Medallia Customer Experience ##### 1. Feedback Management Users value the **flexible feedback collection** of Medallia, which enhances customer insights and operational improvement opportunities. [ See 17 mentions ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120894&qs=pros-and-cons#reviews) See Related User Reviews ![Stephen H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Stephen H.") SH Stephen H. Enterprise (\> 1000 emp.) 5.0/5 "Embedded Excellence in Customer Insights" What do you like about Medallia Customer Experience? I like that Medallia Customer Experience is a tool embedded throughout the organization from the front line to senior leaders. I also enjoy the closed ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 5.0/5 "Great Community for Connecting with Users and Sharing Feedback" What do you like about Medallia Customer Experience? I like that I meet with other users and get their feedback and what worked for them. ##### 2. Helpful Users find Medallia Customer Experience to be incredibly **helpful** for gaining deep insights and improving customer engagement. [ See 16 mentions ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120176&qs=pros-and-cons#reviews) See Related User Reviews ![Stephen H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Stephen H.") SH Stephen H. Enterprise (\> 1000 emp.) 5.0/5 "Embedded Excellence in Customer Insights" What do you like about Medallia Customer Experience? I like that Medallia Customer Experience is a tool embedded throughout the organization from the front line to senior leaders. I also enjoy the closed ![Ashley & Ricky G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ashley & Ricky G.") AG Ashley & Ricky G. 3.5/5 "Evaluating for VoC, Promising Partner Experience" What do you like about Medallia Customer Experience? I like that Medallia Customer Experience seems easy to use, and they come across as true partners, not just another tech company. ##### 3. Ease of Use Users appreciate the **ease of use** of Medallia Customer Experience, enjoying quick insights and seamless communication. [ See 15 mentions ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120084&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 4.5/5 "Agile Research: Solid product for medium sized businesses" What do you like about Medallia Customer Experience? The product I use, Medallia Agile Research, is straightforward and easy to use, and it’s a great fit for small to mid-sized businesses. It has served ![Sean S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sean S.") SS Sean S. 4.5/5 "Promising Tools with a Learning Curve" What do you like about Medallia Customer Experience? I like the depth and breadth of tools offered by Medallia Customer Experience. The ability to start small and scale over time is something I appreciat ##### 4. Customer Support Users appreciate the **exceptional customer support** from Medallia, enhancing their experience with timely and helpful guidance. [ See 11 mentions ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120234&qs=pros-and-cons#reviews) See Related User Reviews ![Matt P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Matt P.") MP Matt P. 5.0/5 "Identifies Key Areas of Improvement Effortlessly" What do you like about Medallia Customer Experience? I really appreciate how Medallia Customer Experience provides feedback from customers that purchase our experience products, letting us know about ope ![Sara K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sara K.") SK Sara K. 4.0/5 "Insight-Powered CX with Excellent Support" What do you like about Medallia Customer Experience? I like the high touch client service. I also value the grounded insights from practitioners in the field and how responsive Medallia Customer Experien ##### 5. Insights Generation Users value the **powerful insights generation** of Medallia, enhancing decision-making with deep understanding of customer feedback. [ See 11 mentions ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1119648&qs=pros-and-cons#reviews) See Related User Reviews ![Theresa B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Theresa B.") TB Theresa B. Mid-Market (51-1000 emp.) 5.0/5 "Great experience" What do you like about Medallia Customer Experience? Great insights, ideas, and future planning. I enjoyed the collaboration and interest from the Medallia team. CC Chris C. 4.5/5 "Powerful Platform with a Slightly Complex Setup" What do you like about Medallia Customer Experience? I like that Medallia Customer Experience is a powerful platform with strong features. The AI features specifically simplify my workload. It's a valuab ### 5 Cons or Disadvantages of Medallia Customer Experience ##### 1. Learning Curve Users find the **learning curve steep** and overwhelming, especially for new users trying to navigate the platform. [ See 6 mentions ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120020&qs=pros-and-cons#reviews) See Related User Reviews ![Sean S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sean S.") SS Sean S. 4.5/5 "Promising Tools with a Learning Curve" What do you dislike about Medallia Customer Experience? There's a lot to learn, feel like we're way behind, so finding an exact starting point that adds value feels daunting. ![Bret F.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bret F.") BF Bret F. 5.0/5 "Scalable and Seamless Customer Experience Solution" What do you dislike about Medallia Customer Experience? I find the learning curve quite challenging as I'm still figuring out all the features of the SSO experience. ##### 2. Limitations Users face **limitations in features** and cumbersome workflows, resulting in delays and inefficiencies in addressing feedback. [ See 6 mentions ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120702&qs=pros-and-cons#reviews) See Related User Reviews KE Karin E. 4.5/5 "Powerful Analytics with Steep Learning Curve" What do you dislike about Medallia Customer Experience? 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 relation ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Enterprise (\> 1000 emp.) 5.0/5 "Interactive, Hands-On, and Packed with Fun Events" What do you dislike about Medallia Customer Experience? Very limited for diet when gluten AND dairy free. ##### 3. Steep Learning Curve Users find the **steep learning curve** of Medallia Customer Experience intimidating, especially without prior analytics experience. [ See 6 mentions ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1118338&qs=pros-and-cons#reviews) See Related User Reviews ![Sean S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sean S.") SS Sean S. 4.5/5 "Promising Tools with a Learning Curve" What do you dislike about Medallia Customer Experience? There's a lot to learn, feel like we're way behind, so finding an exact starting point that adds value feels daunting. ![Bret F.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bret F.") BF Bret F. 5.0/5 "Scalable and Seamless Customer Experience Solution" What do you dislike about Medallia Customer Experience? I find the learning curve quite challenging as I'm still figuring out all the features of the SSO experience. ##### 4. AI Limitations Users highlight the **limitations in AI capabilities** of Medallia, resulting in delays and manual efforts in feedback management. [ See 5 mentions ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1120951&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 4.5/5 "Agile Research: Solid product for medium sized businesses" What do you dislike about Medallia Customer Experience? Agile Research has lacked account manager support. Throughout the time I’ve used the product, there hasn’t been any outreach from a manager. I also fe ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Enterprise (\> 1000 emp.) 4.0/5 "Brings the Right People Together to Solve CX Challenges" What do you dislike about Medallia Customer Experience? It’s pretty behind compared to other vendors in the ai and ta space. ##### 5. Difficult Reporting Users often find **difficult reporting** in Medallia challenging, with a steep learning curve and confusing navigation during critical periods. [ See 4 mentions ](https://www.g2.com/products/medallia-customer-experience/reviews?filters%5Bsentiment_snippet%5D=1118183&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 4.5/5 "Centralizes Feedback and Delivers Actionable Insights Effortlessly" What do you dislike about Medallia Customer Experience? What I dislike most about Medallia is the complexity of the platform. Configuration and customization often require specialized expertise, which can s AM Angelika M. Small-Business (50 or fewer emp.) 4.0/5 "Medallia's insights finally connected our frontline feedback to strategic action" What do you dislike about Medallia Customer Experience? The process of integrating our historical marketing campaign IDs so that we can analyze them was more complicated than expected. It is not a simple ma ![Santiago G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Santiago G.") SG Santiago G. Cx Executive Enterprise (\> 1000 emp.) 7/23/2024 "A Powerful Platform to Centralize and Act on Customer Feedback" 5/5 What do you like best about Medallia Customer Experience? What I like most about Medallia Customer Experience is the interface and the way it helps me visualize the guest experience from multiple angles. It makes my work much easier by turning a large volume of survey responses into clear, digestible, and actionable insights. I also appreciate that Medallia is constantly innovating, which adds real value to the platform over time. On top of that, the professional support network around Medallia feels broad, strong, and genuinely helpful, creating opportunities to learn from other CX professionals, exchange best practices, and gain fresh perspectives across different industries. Review collected by and hosted on G2.com. What do you dislike about Medallia Customer Experience? I believe Medallia Customer Experience still has some areas of opportunity, particularly around how user interactions are managed within the interface. There are several “quality of life” improvements that would be very beneficial, such as automatic saving for action plans, among other small usability enhancements. I would also recommend improving the data search functionality, as it can become tedious when you’re trying to review or sample more than five data points at a time. Additionally, technical changes can sometimes take a considerable amount of time to implement. Launching a new survey or program may depend heavily on the resources available, which can create challenges in highly dynamic environments or during periods of frequent change. That said, this isn’t necessarily unique to Medallia; it’s very similar to what happens with other competitors in the industry. For anyone already familiar with VoC models and platforms, this likely won’t come as a major surprise. Review collected by and hosted on G2.com. What problems is Medallia Customer Experience solving and how is that benefiting you? Medallia Customer Experience helps me identify deviations from my company’s regular service standards. It enables direct contact with my guests and provides specific data, clear metrics, and easy-to-interpret insights, which allow me to develop strategies and action plans for improvement. It also reduces information silos by centralizing customer feedback and making it easier to connect different sources of information in one place. This has been especially valuable in giving me a more complete understanding of the overall guest experience. In addition, the new functionalities have helped me optimize and better manage my day-to-day work. I can prioritize tasks more effectively, follow up on key opportunities, and gain a clearer understanding of my customers. Review collected by and hosted on G2.com. Show More Response from Allison Levy of Medallia Customer Experience [Editedit](https://www.g2.com/survey_responses/medallia-customer-experience-review-9917116/official_response/edit) We're glad to hear that you find our platform effective and efficient in customer service. We appreciate your feedback on the interface and are constantly working on improving user interaction and data search features. Your input is valuable to us as we strive to provide the best experience for our users. 6/23/2026 Current UserValidated ReviewerIncentivizedSource: Seller invite ![Shivraj P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Shivraj P.") SP Shivraj P. Data Analyst Enterprise (\> 1000 emp.) 6/12/2026 "Powerful Customer Insights with Real-Time Actionability" 5/5 What do you like best about Medallia Customer Experience? Medallia is great for capturing real-time customer feedback across multiple touchpoints, giving a unified view of the customer journey. Its AI-driven insights help quickly identify trends and prioritize actions that improve customer experience. The platform also enables closed-loop feedback, so organizations can act on insights and drive measurable business outcomes. Review collected by and hosted on G2.com. What do you dislike about Medallia Customer Experience? Medallia can be complex to implement and customize, often requiring significant time and resources. The user interface may feel overwhelming, especially for new users navigating large volumes of data. It can also be expensive, which may be a challenge for smaller organizations with limited budgets. Review collected by and hosted on G2.com. What problems is Medallia Customer Experience solving and how is that benefiting you? Medallia solves the challenge of fragmented customer feedback by centralizing data from multiple channels into one platform. It helps identify key pain points and trends quickly, enabling faster, data-driven decisions to improve customer satisfaction. By closing the feedback loop, it allows teams to take action proactively, leading to better customer retention and improved business outcomes. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") AR Verified User in Retail Enterprise (\> 1000 emp.) 4/22/2026 "Intuitive UX That Turns Qualitative Feedback Into Trackable Insights" 4.5/5 What do you like best about Medallia Customer Experience? I like being able to quantify qualitative feedback and organise it into trackable topics, so I can clearly see how performance and sentiment change over time. Support has been easy to reach and also proactive in sorting out problems for us. I also appreciate that the UX/UI is intuitive, but we have a long way to go for re-designing personal dashboards to make them even better with updated capabilities. Review collected by and hosted on G2.com. What do you dislike about Medallia Customer Experience? I dislike that I can’t design a dashboard myself. It would be helpful to see what features are available, integrate them, and play around with them internally before making any official changes. I’d also like to understand what ways of displaying data are currently supported, and have the ability to drag and drop charts, graphs, and similar elements to build the dashboard the way I need. Review collected by and hosted on G2.com. What problems is Medallia Customer Experience solving and how is that benefiting you? It's helping us organise large amounts of varied qualitative feedback that we'd otherwise spend a lot of time categorising. With the introduction of the AI Smart Topic builder, we'd also be able to spot emerging themes a lot faster Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Thomas T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Thomas T.") TT Thomas T. Customer Experience Enterprise (\> 1000 emp.) 4/17/2026 "Medallia: Thought Leaders in the changing CX landscape" 5/5 What do you like best about Medallia Customer Experience? Medallia are the thought leaders in the industry, bringing new ideas and innovations and advancements in AI for example. They work with leading organisations and have a great client facing customer success team Review collected by and hosted on G2.com. What do you dislike about Medallia Customer Experience? The delay between the shiny new features and the actual implementation can take some time Review collected by and hosted on G2.com. What problems is Medallia Customer Experience solving and how is that benefiting you? Medallia allows users across the business to share and work collectively on the same platform logging close loop and follow up notes. We have been able to integrate our CRM salesforce to manage customer stakeholders. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite PR Paul R. 2/11/2026 "Satisfactory Experience, Valuable Insights" 4.5/5 What do you like best about Medallia Customer Experience? What I like the most is the attention from the Medallia Customer Experience team, always very attentive, proactive, with a very good attitude and availability to assist me. It has been very satisfying to work with Medallia Customer Experience since 2017, and it has helped us to understand the customer experience very well, turning all that information into qualitative, quantitative insights and cross-referenced with operational indicators. Additionally, we can share these insights with the main decision-making areas, which is very valuable. Review collected by and hosted on G2.com. What do you dislike about Medallia Customer Experience? What could definitely be improved is the communication between the support team area and us, the customers, because we are not always so up-to-date on best practices, what's new in the market, and the topics we already have need to be updated, so we can definitely improve those aspects. Review collected by and hosted on G2.com. What problems is Medallia Customer Experience solving and how is that benefiting you? With Medallia Customer Experience, we know the customer experience well, identifying what they dislike and like, and we turn that information into insights for improvement. We also understand what the service opportunities are. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller inviteAI Translated ![Priya S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Priya S.") PS Priya S. DHL degree apprentice Enterprise (\> 1000 emp.) 4/20/2026 "Insightful Tool with Room for Text Analytics Enhancement" 4.5/5 What do you like best about Medallia Customer Experience? I appreciate how Medallia Customer Experience helps us gather valuable insights from our customers through their scores on relationship drivers, strategic drivers, and NPS metrics. The comments we receive allow us to understand how customers feel and identify areas for improvement. I like how they took our last feedback and implemented it, and I particularly enjoyed our breakout sessions. Review collected by and hosted on G2.com. What do you dislike about Medallia Customer Experience? They mentioned implementing more on text analytics, this would be a great improvement once I’m able to use it. More on helping us summarize feedback, sentiments, and close loop response generation. Review collected by and hosted on G2.com. What problems is Medallia Customer Experience solving and how is that benefiting you? Medallia Customer Experience helps us gather valuable insights from customers, understanding their feelings and improvement areas through scores and comments on relationship drivers and NPS metrics. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Barbara A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Barbara A.") BA Barbara A. Non Executive Board Member Enterprise (\> 1000 emp.) 4/16/2026 "Powerful, But Setup Needs Polish" 4/5 What do you like best about Medallia Customer Experience? I really like the ability of Medallia Customer Experience to filter and easily find feedback for certain journeys. Having a dashboard per journey surveyed and being able to filter on date and domain is incredibly useful for understanding our customers' digital journeys. Review collected by and hosted on G2.com. What do you dislike about Medallia Customer Experience? We have faced challenges with abandoned survey setup. I'm unsure of the best trigger to use for some journeys, and I'm concerned about bombarding customers. The initial setup wasn't that easy, and some of the UX experience with setup took a while to get used to. Review collected by and hosted on G2.com. What problems is Medallia Customer Experience solving and how is that benefiting you? Medallia Customer Experience highlights errors, broken links, unknown pages, and customer frustration. I like its ability to filter and find feedback easily with dashboards for specific journeys. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Achintya D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Achintya D.") AD Achintya D. Manager Enterprise (\> 1000 emp.) 6/18/2026 "Advanced AI Analytics and Unified Data Integration That Drive Smarter Decisions" 5/5 What do you like best about Medallia Customer Experience? Delivers value through advanced AI-driven analytics, a closed-loop feedback system, and unified data integration across all touchpoints—empowering smarter decisions and sustained optimization. Review collected by and hosted on G2.com. What do you dislike about Medallia Customer Experience? The platform is powerful—but that comes with significant complexity. Sometimes new users often find the interface and configuration overwhelming. Review collected by and hosted on G2.com. What problems is Medallia Customer Experience solving and how is that benefiting you? Customer feedback is scattered across surveys, calls, chat, social media, and in-store interactions—making it hard to get a complete picture. Medallia centralizes data from all touchpoints into one platform to create a unified view of the customer journey Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Utilities](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Utilities") AU Verified User in Utilities Enterprise (\> 1000 emp.) 6/16/2025 "Powerful Insights Yet Service Needs Improvement" 4/5 What do you like best about Medallia Customer Experience? 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. What do you dislike about Medallia Customer Experience? 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. What problems is Medallia Customer Experience solving and how is that benefiting you? I use Medallia Customer Experience for real-time insights from our customers. The self-service reporting capabilities let us implement enhancements ourselves, like new surveys and integration. Review collected by and hosted on G2.com. Show More 4/17/2026 Current UserValidated ReviewerIncentivizedSource: Seller invite LP Laura P. Director Voz del Cliente Enterprise (\> 1000 emp.) 2/17/2026 "Centralize the knowledge and emotions of your customers to generate action in your organization" 5/5 What do you like best about Medallia Customer Experience? 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. What do you dislike about Medallia Customer Experience? The setup is complex, it doesn't make it so self-service. Review collected by and hosted on G2.com. What problems is Medallia Customer Experience solving and how is that benefiting you? Having real-time, classified information, determining the impact of customer comments, centralizing information, visibility for the entire organization, and taking action with customers. Review collected by and hosted on G2.com. 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