Medallia Customer Experience Reviews & Product Details

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I don't like tying Medallia Customer Experience to operational metrics. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I found it lacking in feedback during the guest's stay, which made it challenging to pacify the guest. Review collected by and hosted on G2.com.