# 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:** 205 ## 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 **robust feedback management** of Medallia, enhancing insights and driving impactful operational changes. (17 reviews) - Users find Medallia Customer Experience **exceptionally helpful** for gaining deep insights and improving customer engagement effectively. (16 reviews) - Users appreciate the **ease of use** in Medallia Customer Experience, finding it intuitive for enhancing customer engagement. (15 reviews) - Users value the **responsive customer support** of Medallia Customer Experience, enhancing their overall satisfaction with the software. (11 reviews) - Users value the **powerful insights generation** from Medallia, enhancing engagement and enabling proactive strategy adjustments. (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 **steep learning curve** of Medallia daunting, feeling overwhelmed by the interface and extensive features. (6 reviews) - Users face **limitations in features** and cumbersome workflows, complicating timely feedback action across teams. (6 reviews) - Users note the **steep learning curve** of Medallia Customer Experience, making onboarding a challenge for newcomers. (6 reviews) - Users find Medallia Customer Experience has **significant AI limitations** that hinder workflow efficiency and timely feedback actioning. (5 reviews) - Users find **difficult reporting** in Medallia frustrating, as complexity and rigidity hinder intuitive data exploration and customization. (4 reviews) - Users cite the **high cost** of Medallia Customer Experience, requiring careful planning for effective implementation. (4 reviews) - Users note that **improvement is needed** in engagement reporting and the overall onboarding experience for new customers. (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. Intuitive UX That Turns Qualitative Feedback Into Trackable Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2026 **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. **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. **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 ### 2. Medallia: Thought Leaders in the changing CX landscape **Rating:** 5.0/5.0 stars **Reviewed by:** Thomas T. | Customer Experience, Enterprise (> 1000 emp.) **Reviewed Date:** April 17, 2026 **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 **What do you dislike about Medallia Customer Experience?** The delay between the shiny new features and the actual implementation can take some time **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. ### 3. Satisfactory Experience, Valuable Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Paul R. **Reviewed Date:** February 11, 2026 **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. **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. **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. ### 4. Insightful Tool with Room for Text Analytics Enhancement **Rating:** 4.5/5.0 stars **Reviewed by:** Priya S. | DHL degree apprentice, Enterprise (> 1000 emp.) **Reviewed Date:** April 20, 2026 **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. **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. **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. ### 5. Powerful, But Setup Needs Polish **Rating:** 4.0/5.0 stars **Reviewed by:** Barbara A. | Non Executive Board Member, Enterprise (> 1000 emp.) **Reviewed Date:** April 16, 2026 **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. **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. **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. ### 6. Powerful Insights Yet Service Needs Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Utilities | Enterprise (> 1000 emp.) **Reviewed Date:** June 16, 2025 **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. **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. **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. ### 7. Centralize the knowledge and emotions of your customers to generate action in your organization **Rating:** 5.0/5.0 stars **Reviewed by:** Laura P. | Director Voz del Cliente, Enterprise (> 1000 emp.) **Reviewed Date:** February 17, 2026 **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. **What do you dislike about Medallia Customer Experience?** The setup is complex, it doesn't make it so self-service. **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. ### 8. Medallia Makes Survey Management and Insight Reporting Effortless **Rating:** 5.0/5.0 stars **Reviewed by:** Sofia O. | Sr. Insights Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 10, 2026 **What do you like best about Medallia Customer Experience?** I really like Medallia, as a person who used to manage survey programs manually in other companies, Medallia has been an amazing help from managing our survey programs to reporting insights **What do you dislike about Medallia Customer Experience?** The only thing I would say is not having entire ownership on the tool. For example when I need to add some fields to rankers in Medallia reporting, I always need someone from Medallia team helping me do it. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Text Analytics, the theme and topic categorizations are great help for me. Before that (at other companies I worked for) I was doing it manually. ### 9. Centralizes Feedback and Delivers Actionable Insights Effortlessly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2025 **What do you like best about Medallia Customer Experience?** What I like best about Medallia is its ability to centralize customer feedback and make large volumes of qualitative data manageable. The text analytics and verbatim analysis are strong, which makes it easier to understand the reasons behind customer scores, not just the scores themselves. I also value the alerting and workflow capabilities that help route feedback to the right teams. This makes it easier to act on insights in a timely way and close the loop with customers. **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 slow down changes and make the system feel less flexible for day-to-day users. Reporting and dashboarding can also feel rigid compared to modern BI tools. Making small adjustments or exploring data ad hoc isn’t always intuitive, and performance can vary depending on how the system is set up. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Medallia solves the problem of fragmented and hard-to-interpret customer feedback by centralizing experience data and turning large volumes of responses into structured insights. It helps move beyond isolated survey scores by connecting quantitative metrics with verbatim feedback and trends over time. This benefits me by making customer experience issues easier to identify and prioritize. Instead of manually reviewing comments or pulling separate reports, I can quickly see where experiences are breaking down and share actionable insights with teams, which supports faster and more informed decision-making. ### 10. Powerful Analytics with Steep Learning Curve **Rating:** 4.5/5.0 stars **Reviewed by:** Karin E. **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** I like how Medallia Customer Experience continues to iterate to make analyzing massive amounts of customer data easier. We use text analytics and find key topics that are impacting our key scores positively or negatively. **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 relationship we have with our merchants make some of the features less useful to us. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I use Medallia Customer Experience to survey and listen to customers' feedback, helping us understand and address pain points. It also makes analyzing large amounts of customer data easier through text analytics to find key topics affecting our scores. ### 11. Comprehensive Insights with Steep Learning Curve **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Medallia Customer Experience?** I'm new to the experience, so we're still learning and designing the implementation of all the functionalities. But so far, I appreciate the type of information that we can gather. I'm also looking forward to using AI to give us quick insights into our problematic areas. We're hoping for AI to provide the information we need to quickly react and improve customer experience. **What do you dislike about Medallia Customer Experience?** As we're new, there are quite a few challenges, especially when someone from Medallia creates our initial surveys. We then have to figure out what has been done to manage reporting and dashboards. The initial setup was long-winded and difficult. **What problems is Medallia Customer Experience solving and how is that benefiting you?** The product serves as a one-stop shop for gathering customer sentiment and insights using various survey types. ### 12. Streamlined CX Insights, Minor Data Challenges **Rating:** 4.5/5.0 stars **Reviewed by:** Jonathan B. | Adjunct Professor **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** I find that Medallia Customer Experience is easy to use both on the front end website and the mobile app, which makes it convenient for my teams. I like that the filtering capability helps our operations teams to drill down into individual markets and areas. The dashboards are straightforward to understand and build, which is quite helpful. **What do you dislike about Medallia Customer Experience?** We are having some issues with duplicate surveys that skew the results. Data extraction has caused our engineering team issues. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I use Medallia Customer Experience to manage survey responses and gain insights into NPS and OSAT trends. It's easy to filter data by markets, and the dashboards are simple to understand and build, which helps my team. ### 13. Insight-Powered CX with Excellent Support **Rating:** 4.0/5.0 stars **Reviewed by:** Sara K. | Experienced Consultant **Reviewed Date:** February 11, 2026 **What do you like best 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 Experience is to client feedback. It offers consolidated information across silos and channels, making it easier to democratize data and deliver it across stakeholders. Using Medallia Customer Experience, we gain many opportunities to share best practices, helping us approach problems from different angles. **What do you dislike about Medallia Customer Experience?** I don't like that the survey feels too long. It would be better if it was limited to 3-5 questions. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I use Medallia Customer Experience for text analytics to surface insights, consolidating information across silos and channels and democratizing data for easy delivery across stakeholders. ### 14. Identifies Key Areas of Improvement Effortlessly **Rating:** 5.0/5.0 stars **Reviewed by:** Matt P. | Sr Director, Digital Products / E-Commerce **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** I really appreciate how Medallia Customer Experience provides feedback from customers that purchase our experience products, letting us know about operational changes needed. It's great for identifying problems on the site and gives port leadership teams actions to tackle people or F&B issues. The initial setup was overall smooth, which I liked. **What do you dislike about Medallia Customer Experience?** There's a huge opportunity to integrate contact center transcripts and chats. It's a work in progress. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I use Medallia Customer Experience to identify problem areas on our site and gather customer feedback on operational changes needed. It provides leadership teams with actions to address issues with people or food and beverage, improving operations. ### 15. Agile Research: Solid product for medium sized businesses **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** February 13, 2026 **What do you like best 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 us well throughout three years of use. **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 feel the software should include some AI features, since I’ve had to use AI on my own to generate insights from respondent data. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Agile Research doesn’t directly solve problems, but it does provide customer response data that we can then use to address and resolve cx issues. ### 16. Embedded Excellence in Customer Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Stephen H. | Director, Customer Experience Small Commercial, Enterprise (> 1000 emp.) **Reviewed Date:** March 12, 2024 **What do you like best 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 loop feedback process. **What do you dislike about Medallia Customer Experience?** I don't like tying Medallia Customer Experience to operational metrics. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I use Medallia Customer Experience to understand customer experience and pain points, benefiting from its embedded presence throughout the organization and a closed-loop feedback process. **Official Response from Allison Levy:** > Thank you for being a loyal Medallia client since the beginning! We're glad to hear that you appreciate our all-in-one solution and capabilities. We understand that with rapid expansion comes challenges, and we are continuously working to improve the integration process and reduce turnover to better serve our clients. ### 17. Insightful Feedback, Easy Setup, Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Pratham b. | Front office associate, Mid-Market (51-1000 emp.) **Reviewed Date:** January 31, 2026 **What do you like best about Medallia Customer Experience?** I like how Medallia Customer Experience categorizes different sections, highlighting what's good and bad. It helps us understand guest feedback, such as feedback for elite members and what hotel departments lacked during their stay, as well as what they liked and didn't like. The initial setup of Medallia was simple and easy. **What do you dislike about Medallia Customer Experience?** I found it lacking in feedback during the guest's stay, which made it challenging to pacify the guest. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I use Medallia Customer Experience to gather hotel guest reviews and feedback, allowing us to eliminate incidents. It categorizes feedback, highlighting what guests like and dislike during their stay, helping us improve our services. ### 18. Promising Tools with a Learning Curve **Rating:** 4.5/5.0 stars **Reviewed by:** Sean S. | SVP - Head of Client Services **Reviewed Date:** February 12, 2026 **What do you like best 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 appreciate. Lastly, I value the ability it provides to finally feel smart about the business. **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. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Medallia Customer Experience addresses our lack of customer insights, helping us understand customer satisfaction and improve retention. I like its depth, scalability, and the smart business insights it provides. ### 19. Medallia's insights finally connected our frontline feedback to strategic action **Rating:** 4.0/5.0 stars **Reviewed by:** Angelika M. | Service delivery orchestrator, Logistics and Supply Chain, Small-Business (50 or fewer emp.) **Reviewed Date:** September 30, 2025 **What do you like best about Medallia Customer Experience?** Medallia helps the marketing team to tie the actual customer sentiment to specific campaign elements. We can sift feedback by the channel it is being delivered and read comments directly relating to its effectiveness, such as an email shot. This truly transformed the way we do creative asset pre-launch reviews prior to a large launch Quite another fascinating feature is that themed customer quotes are easy to extract and shared by the team during the agile sprints. **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 mapping but it involved some data preparation. Creating highly specific custom-made reports regarding the effectiveness of a campaign also required some concentration learning time to conquer. **What problems is Medallia Customer Experience solving and how is that benefiting you?** The major issue was to realize the effect of our thoughtful advertisement devices qualitatively. We would be able to measure clicks and conversions but never have an accurate picture of why a certain ad or email performed the way it did. Post implementation of Medallia, we are now getting direct feed-back in real-time related to the specific campaign touchpoints. A good example is that monitoring keywords communications, like after a new product announcement email, we may observe customers finding the call to action something that is not clear, or that the tone was off. This will enable us to keep on the pace to quickly test our messaging and improve on it ensuring that we come up with highly effective campaigns that connect well with the target population. ### 20. Unifies Data, Powerful Analytics, But Pricey **Rating:** 4.0/5.0 stars **Reviewed by:** Zack B. | Director Of Marketing Operations, CX and Product Marketing **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** I like the way that Medallia Customer Experience unifies data across multiple data streams. The dashboarding is incredibly helpful. Medallia does a really good job with building solutions that make using AI easier to resolve issues. **What do you dislike about Medallia Customer Experience?** I think that Medallia Customer Experience is, in general, very expensive. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I use Medallia Customer Experience to build a more insightful NPS program. It helps me use text analytics to see reoccurring problems and unifies data across multiple streams, making AI-driven issue resolution easier and dashboarding incredibly helpful. ### 21. Ease and Power, But Requires Better Support **Rating:** 4.5/5.0 stars **Reviewed by:** Vianey C. | Gerente Sr. de Evaluación, Análisis y Mejora de la Experiencia al Cliente en Retail **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** What I like most about Medallia Customer Experience is the ease we have in the company with the entire platform. It helps us identify the main opportunities and focus efforts within the company. **What do you dislike about Medallia Customer Experience?** There are some errors on the platform that take a very long time to be addressed, between 30 to 60 days to improve them. I think it's something that could be improved. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I use Medallia Customer Experience to listen to customers at Coppel and improve their experience. ### 22. Powerful Platform with a Slightly Complex Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Chris C. **Reviewed Date:** February 11, 2026 **What do you like best 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 valuable tool for executing all of my company's experience programs and effectively gathering insights and driving action. **What do you dislike about Medallia Customer Experience?** Complex initial setup **What problems is Medallia Customer Experience solving and how is that benefiting you?** I use Medallia Customer Experience for gathering insights and driving action in my company's experience programs. Its AI features simplify my workload with a powerful platform and strong features. ### 23. Powerful CX platform designed for large enterprise firms **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Medallia Customer Experience?** Built for enterprise: Secure, flexible-data layer, and very forward thinking it's strategy. **What do you dislike about Medallia Customer Experience?** It's complex to set up and even though much can be done self service, it wasn't built that way from the beginning. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Understanding customers across all channels. ### 24. Inspiring Conference That Reignited My Change-Maker Mindset **Rating:** 5.0/5.0 stars **Reviewed by:** Peter L. | Director of eCommerce CX, Enterprise (> 1000 emp.) **Reviewed Date:** February 12, 2026 **What do you like best about Medallia Customer Experience?** This conference was a meaningful opportunity for me to realize again that I need to step up and fully embrace my role as a change maker. Up to now, I’ve been mainly focused on cost reductions, but it’s clear that a shift in strategy is necessary. **What do you dislike about Medallia Customer Experience?** There was nothing I could complain about. Everything was valuable. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Understanding the customer VOC and providing management with insights that lead to action. ### 25. Ease of Use and Powerful Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Ali A. **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** I like Medallia Customer Experience for its ease of use and AI integration. I find the data easy to digest, and there are helpful resources on what to do with the data. The initial setup was also easy. **What do you dislike about Medallia Customer Experience?** Nothing **What problems is Medallia Customer Experience solving and how is that benefiting you?** Medallia Customer Experience provided surveys and insights, making data easy to digest and offering resources on how to use it. Its ease of use and AI integration are particularly valuable. ### 26. Evaluating for VoC, Promising Partner Experience **Rating:** 3.5/5.0 stars **Reviewed by:** Ashley & Ricky G. **Reviewed Date:** February 11, 2026 **What do you like best 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. **What do you dislike about Medallia Customer Experience?** The ability to shift our programs from our current vendor to Medallia. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I am evaluating Medallia to automate our programs and support advancing their maturity, focusing on measuring key client journey moments and gaining deeper insights. ### 27. Scalable and Seamless Customer Experience Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Bret F. | Director, Service Excellence **Reviewed Date:** February 12, 2026 **What do you like best about Medallia Customer Experience?** I like that Medallia Customer Experience seems to be scalable, which is important for our needs. The initial setup went smoothly without any challenges. **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. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Medallia Customer Experience may provide additional solutions for our in-venue teams. ### 28. Medallia is a one-stop shop! **Rating:** 5.0/5.0 stars **Reviewed by:** Olivia A. | Voice of Customer Leader, Enterprise (> 1000 emp.) **Reviewed Date:** October 08, 2025 **What do you like best about Medallia Customer Experience?** I love that I can get instant actionable feedback and implement changes right away. I can measure CX in an easy format and share dashboards with users across the organization in a way that is personalized to their role. Our store users are able to respond to customers same day and build relationships. **What do you dislike about Medallia Customer Experience?** Sometimes, there are aspects to the platform that seem easy to add but are told it isn't possible. AI is also an upcharge. **What problems is Medallia Customer Experience solving and how is that benefiting you?** The customer journey! ### 29. Great for Learning New Medallia Offerings and How Others Use It **Rating:** 4.5/5.0 stars **Reviewed by:** Jennifer O. | Director- CX strategy, Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** Hearing about the new offerings and learning from others on how they use Medallia **What do you dislike about Medallia Customer Experience?** I want more information on B2B, seems to be a lot of focus on B2C **What problems is Medallia Customer Experience solving and how is that benefiting you?** We are still in an immature customer experience stage- so it’s helping us advance and look at things differently ### 30. Manage the Voice of your Customers **Rating:** 4.5/5.0 stars **Reviewed by:** Rita B. | GERENTE DE VOZ DE CLIENTE, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2025 **What do you like best about Medallia Customer Experience?** The platform is very adaptable to the needs of information visualization. It updates in real-time with the responses from surveyed customers. Configuring the ad-hocs is quite simple, you don't need to be an expert to do it. Something I really like is that we can add additional questions (turn them on and off at any time) to the Voice Programs. We recently activated Action Intelligence, which I consider to be a tool that allows us to quickly understand and analyze all the texts of those open-ended questions in our surveys. In general, Medallia has been a great support for achieving the objectives of the CX area of which I am a part. **What do you dislike about Medallia Customer Experience?** One of the areas of opportunity I consider is the lack of more comprehensive dashboards for Ad-hocs. It is also necessary to empower clients more in the use of the tool, meaning that we should be able to perform basic configurations such as adding filters, modifying existing dashboard graphics, and setting up automated report delivery. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I didn't understand the question. ### 31. Love the New Text Analytics Feature and AI Assist **Rating:** 5.0/5.0 stars **Reviewed by:** Daina L. | Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** New text analytics feature and Ai assist **What do you dislike about Medallia Customer Experience?** I would say the long walking but that isn’t your fault :) **What problems is Medallia Customer Experience solving and how is that benefiting you?** We are in process of adding root cause that we hope it will help our company ### 32. Great experience **Rating:** 5.0/5.0 stars **Reviewed by:** Theresa B. | Head Of Service Operations, Utilities, Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2026 **What do you like best about Medallia Customer Experience?** Great insights, ideas, and future planning. I enjoyed the collaboration and interest from the Medallia team. **What do you dislike about Medallia Customer Experience?** More time between sessions would be great. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Helping us gain insights. ### 33. Great Community for Connecting with Users and Sharing Feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** I like that I meet with other users and get their feedback and what worked for them. **What do you dislike about Medallia Customer Experience?** I think adding an element of tiers for people who have been longer so we can reach out to them and get their thoughts. **What problems is Medallia Customer Experience solving and how is that benefiting you?** I’m learning how to solve problems in my own company by listening to others who go through the same issues. ### 34. Excellent Communication, Timely Delivery, and Powerful Data Analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** February 10, 2026 **What do you like best about Medallia Customer Experience?** Communication, timeliness, data and analytics **What do you dislike about Medallia Customer Experience?** Lack of certain features. Would like to link in email surveys **What problems is Medallia Customer Experience solving and how is that benefiting you?** Voice of customer ### 35. Review of Coppel **Rating:** 5.0/5.0 stars **Reviewed by:** Ramon P. | Lider, Enterprise (> 1000 emp.) **Reviewed Date:** September 23, 2025 **What do you like best about Medallia Customer Experience?** the interest in improving the experience of those of us who use the platform day by day **What do you dislike about Medallia Customer Experience?** I would like the tools to be launched in Spanish as well and not rely on a beta in English. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Help me understand the correct use that other clients from different industries give to the platform. ### 36. Brings the Right People Together to Solve CX Challenges **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** It truly wants to solve for the issues we face in cx and does a great job of pulling together the right people to do it **What do you dislike about Medallia Customer Experience?** It’s pretty behind compared to other vendors in the ai and ta space. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Insights into the pulse of the customer and employees ### 37. Great Intro to platform and new Text/GenAI products **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Restaurants | Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** Hands on Demos of platform and tool have been the most educational and beneficial. **What do you dislike about Medallia Customer Experience?** Navigation. I have a terrible sense of direction. Simplified maps/signs would help. **What problems is Medallia Customer Experience solving and how is that benefiting you?** It helps me sort through the noise to identify the key drivers and the areas I should focus on. ### 38. Learning New Tools and Networking With Peers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** Learning new tools and networking with peers **What do you dislike about Medallia Customer Experience?** So far like it all, maybe add spesific industry networking events to meet others in our areas easier. **What problems is Medallia Customer Experience solving and how is that benefiting you?** How to improve our CX and how to better use the tools ### 39. Fantastic partner, fantastic tool **Rating:** 4.5/5.0 stars **Reviewed by:** Andy S. | Director, Client Experience, Enterprise (> 1000 emp.) **Reviewed Date:** October 11, 2024 **What do you like best about Medallia Customer Experience?** The clarity of the tool which makes it accessible to anyone of any level The fact that Medallia are our CX partner, not just a platform provider The can-do attitude The relationships I have built The continuous improvement The pricing model not charging for additional access licences **What do you dislike about Medallia Customer Experience?** Expensive! We tend to change hands rather often Events can be repetitive **What problems is Medallia Customer Experience solving and how is that benefiting you?** Enables the gathering of internal and external feedback and the easy sharing of that with management. Brings feedback across the entire customer journey in one place thanks to a single powerful tool Raising awareness of the importance of Client Experience and the fact that everyone has an impact on it - and can access Medallia to stay in touch with client sentiment ### 40. Interactive, Hands-On, and Packed with Fun Events **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** Very interactive, hands on, lots of material! Lots of fun events. **What do you dislike about Medallia Customer Experience?** Very limited for diet when gluten AND dairy free. **What problems is Medallia Customer Experience solving and how is that benefiting you?** More digital and we are looking to expand that area for our business ### 41. Great CX Networking and Connections with Fellow Organizations **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** Meeting other organizations and colleagues from the CX space. **What do you dislike about Medallia Customer Experience?** It is only 2 days. Can be an additional day and more sessions. **What problems is Medallia Customer Experience solving and how is that benefiting you?** It is helping us addreelss our needs for feedbaxk management ### 42. Great Brand Insights and Experiences **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** The information and experiences from brands **What do you dislike about Medallia Customer Experience?** Some of the sessions haven’t been as engaging **What problems is Medallia Customer Experience solving and how is that benefiting you?** Connecting all the silos and integrating into one ### 43. Our customer interactions are finally smooth and enjoyable **Rating:** 4.0/5.0 stars **Reviewed by:** Affonso C. | Customer Experience Analyst, Telecommunications, Small-Business (50 or fewer emp.) **Reviewed Date:** March 09, 2025 **What do you like best about Medallia Customer Experience?** The thing that stands out for Medallia Customer Experience is that it combines customer feedback from different channels into a single dashboard. It is easier for us to find out the trends and take action on them. One instance is that we could spot a common problem with our delivery service and set it right, that will positively enhance our customer satisfaction scores. Also, the customizable surveys are a game changer. This helps us to ask questions that are relevant for a particular customer segment, to give us the most relevant information. **What do you dislike about Medallia Customer Experience?** Learning curve can be a little steep for newbie especially as the interface can be overwhelming. I wish it would be easier for new users to get a feeling about what it is they’re signing up for with more intuitive on boarding tutorials. In addition, the reporting features feel a bit clunky, while at the same time they’re powerful. Time consuming is that, many times, we need to customize reports to adapt to the way we need, more saving steps than is necessary. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Before we started using this software, we were lost in a sea of customer feedback spread across various platforms. Keeping track of everything and being sure there were no feedback that slipped out was a nightmare. With Medallia Customer Experience, all of that could be centralized, we can identify and have more efficient conversations about addressing issues. It has cost less time considering the time wasted and we could then concentrate on how to be better at providing these services. ### 44. Excellent support from Medallia team, Connor Coulsting goes above and beyond, responds quickly. **Rating:** 4.0/5.0 stars **Reviewed by:** Yamna I. | Customer Experience Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Medallia Customer Experience?** Our Medallia Team and Agile Research platform for ad hocs and market research **What do you dislike about Medallia Customer Experience?** Building dashboards could be simplified a bit **What problems is Medallia Customer Experience solving and how is that benefiting you?** analyzing customer feedback comments in text analytics, saves us time and makes it easier to synthesize and report back to the business ### 45. Good Content That Delivers **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Medallia Customer Experience?** Good content, good venue and food, networkinh **What do you dislike about Medallia Customer Experience?** Wish there was greater presence from my industry peers **What problems is Medallia Customer Experience solving and how is that benefiting you?** Patient access ### 46. Just ok. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Medallia Customer Experience?** the people are helpful and they try to improve our business and care about the cx practice. is a bit better for standing up dashboards **What do you dislike about Medallia Customer Experience?** Poor at 360 feedback passive and active signals. new leadership team may get it back on track but they were way behind what we needed and had to build a lot of things in house and will looked at Qualtrics as an alternative. **What problems is Medallia Customer Experience solving and how is that benefiting you?** what are customers saying and why. ### 47. Medallia review **Rating:** 5.0/5.0 stars **Reviewed by:** Elliot C. | Customer Experience Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 11, 2025 **What do you like best about Medallia Customer Experience?** Medallia is very intuitive and easy to use. Their team are supportive and strive to work with our business to continually improve all elements of our customers experience **What do you dislike about Medallia Customer Experience?** Sometimes resending surveys can be time consuming - this is necessary when emails bounce or customers accidentally delete them. **What problems is Medallia Customer Experience solving and how is that benefiting you?** Customer experience - building relationships - increasing renewal rates ### 48. Our team can now maximize insights for improved customer service **Rating:** 4.0/5.0 stars **Reviewed by:** Martin F. | Customer delivery and logistics coordinator, Building Materials, Small-Business (50 or fewer emp.) **Reviewed Date:** January 18, 2025 **What do you like best about Medallia Customer Experience?** What I like best about Medallia Customer Experience is that it lets you discern patterns in customer feedback that aren’t immediately apparent. It helps us notice where the problems keep returning, and what us’ driving happiness, so we can prioritize what is crucial. The deep insights provided from customer emotions helped us adjust our strategy and better engage. As we grow, it learns to ensure we are always on point with customer expectation and one step ahead of potential problems so that our service can be more responsive. **What do you dislike about Medallia Customer Experience?** One thing I’ve found challenging about Medallia Customer Experience has been how feedback flows are managed. The system is also very heavy on manual effort to organize insights and carry them across teams. The result of this is that valuable feedback can be delayed in actioning when many departments are involved. The platform provides valuable data but its structured workflow leaves us guessing regarding how swiftly and efficiently to address an issue. In fact, understanding how the data is going to become a meaningful action often requires many steps. **What problems is Medallia Customer Experience solving and how is that benefiting you?** What Medallia Customer Experience does best is taking feedback from any one area and bringing it to the table, creating a complete picture of how our customers feel about our products and services. This software tracks and analyzes trends in customer sentiment, allowing us to solve problems before the problems become big ones. It provides every team member access to the same insights, improving comm, and collaboration. It helps us to become more agile towards the customer’s need and keep the satisfaction high. ### 49. An exciting future for CX with Medallia **Rating:** 5.0/5.0 stars **Reviewed by:** James L. | Global Customer Experience Manger, Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2024 **What do you like best about Medallia Customer Experience?** For me, the beauty of Medallia Customer Experience is the opportunity to stop... Take a day... And take stock on the CX journey we as JLR are on with Ipsos and Medallia. A brilliant opportunity to hear about the future state of CX and impending AI technology which will be loaded into the programme in 2025. The broad range of discussion on feature enhancements and ease of integration into MEC is clear and we as a JLR team couldn't be happier with the product and support we receive from the team. Networking with fellow CX professionals both in and out of segment facilitates knowledge sharing and best practice. It's a great event. **What do you dislike about Medallia Customer Experience?** It's only one day in London as part of the World tour. Whilst the annual session in Vegas is fantastic it would be incredible to see something of that scale based in Europe which would certainly be easier to get to. **What problems is Medallia Customer Experience solving and how is that benefiting you?** The Medallia Experience platform is truly embedded within JLR at retailer, market, regional and global level and is the go-to tool for monitoring Customer Experience across a number of event based touchpoints. The brief was simple, we wanted a best in class tool that was progressive, able to meet the demands of a premium automotive manufacturer, could scale up to 80+ markets and could be ran from a central Global team. Medallia Experience exceeds the brief. ### 50. Medallia user **Rating:** 4.5/5.0 stars **Reviewed by:** Briana C. | Manager Digital Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2025 **What do you like best about Medallia Customer Experience?** Specificity, Easy to use, support is great, many features to integrate, platform can integrate to others easily. **What do you dislike about Medallia Customer Experience?** Not a form of social care management despite requests for this **What problems is Medallia Customer Experience solving and how is that benefiting you?** We know what customers truly think about our brand. We ask through surveys and have dashboards built for quick references and can understand where painpoints are ## 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?section=pricing&secure%5Bexpires_at%5D=2026-05-14+16%3A53%3A51+-0500&secure%5Bsession_id%5D=d6c5fa28-de61-4f2b-b1b6-dfd6e5bcb347&secure%5Btoken%5D=e0e8143ed0fb943a929a14c289fd5ba1957046932cd5e933bd6b335c2aaf7c0f&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) - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/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) - [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 **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** - AI Text Generation - AI Text Summarization **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance ## Top Medallia Customer Experience Alternatives - [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) - 4.3/5.0 (724 reviews) - [InMoment Experience Improvement (XI) Platform](https://www.g2.com/products/inmoment-experience-improvement-xi-platform/reviews) - 4.7/5.0 (314 reviews) - [Verint Voice of the Customer](https://www.g2.com/products/verint-verint-voice-of-the-customer/reviews) - 4.2/5.0 (40 reviews)