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.

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.

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.

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.

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.

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.

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.

The delay between the shiny new features and the actual implementation can take some time Review collected by and hosted on G2.com.

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 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.

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.

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.

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.

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.

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.

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.

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.