Medallia Reviews & Product Details

AA
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Medallia provides cutting edge technology combined with clear understanding of human interaction Review collected by and hosted on G2.com.

What do you dislike?

Nothing particular to note. We find extreme value in using medallia. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Executing on feedback provided, raising awareness of the feedback received Review collected by and hosted on G2.com.

Show More
Show Less

Medallia Overview

What is Medallia?

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 Details
Website
Product Description

Medallia's feedback management products are built on technology that's designed to capture users' attention, make solutions clear and motivate employees to act.


Seller Details
Seller
Medallia
Company Website
Phone
650-321-3000
Year Founded
2001
HQ Location
San Mateo, CA
Twitter
@Medallia
12,885 Twitter followers
LinkedIn® Page
www.linkedin.com
2,024 employees on LinkedIn®

Overview Provided by:
Show More
Answer a few questions to help the Medallia community
Have you used Medallia before?
Yes

Medallia Reviews

Write a Review
Filter reviews
LinkedIn®
Connections
Popular Mentions
Showing 84 Medallia reviews
Popular Mentions
Showing 84 reviews
Filter Reviews
Filter Reviews
Sort by
Ratings
Company Size
User Role
For Category
All Industries
Region
Already have Medallia?
Write a Review
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Una buena interfaz, facilidad de uso, alto rendimiento, rapidez, sencillez y practicidad son algunas de las principales características que posee Medallia que para mí la catalogan como el principal software de opiniones, el hecho de que mis clientes puedan dar su opinión acerca de su experiencia durante la estadía en nuestro hotel resulta algo valioso, ya que me permite mejorar a futuro todos aquellos pequeños detalles que nos indican, el sistema de calificaciones que posee es bastante preciso y seguro, por lo que no tengo ninguna duda de que la calificación que se muestra allí es 100% objetiva en función de los datos recopilados por el cliente, el hecho de que posea la opción para generar reportes e informes con todos los datos obtenidos también resulta ser un gran punto a su favor. Review collected by and hosted on G2.com.

What do you dislike?

La opción para generar reportes e informes puede ser mejorada para que muestre la información de una forma más completa, sin mencionar que su alto costo también resulta ser algo bastante negativo ya que no siempre tenemos la certeza de que podamos utilizar a la perfección. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Me ha ayudado a darle una voz a mis clientes para que puedan expresar sus opiniones acerca de su experiencia como usuarios una vez que pasan una noche en mi hotel, de esa forma he podido mejorar dos aspectos que para mi son cruciales, uno es que poseo más recomendaciones de mis clientes, lo cual se traduce en un aumento de visitantes y nuevos clientes al ver las opiniones positivas de otros usuarios, y dos me ha ayudado a mejorar algunos aspectos que incomodaban a mis clientes, por ejemplo vi que tenía muchas quejas sobre la calidad del servicio de televisión por cable y como algunos canales no se veían bien, gracias a esto pude hablar con mi proveedor de tv por cable y solucionar ese problema de inmediato para seguir prestando el servicio de la más alta calidad. Review collected by and hosted on G2.com.

Show More
Show Less
AI
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The ease of creating new surveys, managing touchpoints to receive NPS scores, and the analytics Review collected by and hosted on G2.com.

What do you dislike?

Integrations to other systems for my workflows Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Out of the box integrations to send data to other systems Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Understanding friction and pain points of my customers and following up with issues. The benefits of one response resolution Review collected by and hosted on G2.com.

Show More
Show Less
UA
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I was thrown into my position with little training and had to use several different softwares and sites I was unfamiliar with. Medallia was by far the easiest to learn and navigate. I was able to figure our which staff I needed to work with in what areas to improve our customer service scores. Review collected by and hosted on G2.com.

What do you dislike?

I had trouble with sending a direct link to the item I was looking at so my boss could review it. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Definitely a great software to utilize. I would recommend checking daily and ensuring you write through follow up reports on issues, so you can reference back to the case if need be. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer service! My entire job was based on monitoring and improving customers opinions and our staffs interactions with said customers. This allowed me to find what areas of our customer service we needed to improve upon and receive customer comments. This also allows me to monitor all of our social media reviews from one platform and respond with ease. I know of several other dealerships and a few manufacturers who chose Medallia to monitor customers responses. Review collected by and hosted on G2.com.

Show More
Show Less
CM
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Handles large customer data sets

Robust backend

Amazingly intuitive design Review collected by and hosted on G2.com.

What do you dislike?

Difficult to configure on our own.. Needs a specialist to do that.. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer retention

Qualitative interactions using their new tools Review collected by and hosted on G2.com.

Show More
Show Less
AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

All customer feedback is in one easy to use platform and also integrated with SalesForce and our back-end system. The automation of the system and its closed loop process is key to our success and improving our customer retention. Having Medallia allows us to find the key drivers of customer loyalty and take action to improve. Review collected by and hosted on G2.com.

What do you dislike?

Nothing that I can think of............. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Get your executives on-board and when implementing involve all the right departments from day 1 to get their input and feedback and ensure all the right stakeholders are trained at launch. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We continue to improve our customer experience and customer retention on a quarterly basis as Medallia helps us to ensure we are taking the right actions for our customers. Review collected by and hosted on G2.com.

Show More
Show Less
UH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I am thrilled that surveys are automatically categorized by the associate who performed the transaction, as it gives management the ability to recognize individual employees who perform outstanding customer service. Review collected by and hosted on G2.com.

What do you dislike?

There appears to be a severe lack of transparency shown to the customer as they interact with the survey, especially regarding what it is that they are reviewing and how the numerical rating translates. This has resulted in numerous surveys marked as “detractors” despite glowing reviews and the exceedingly frustrating situation in which a customer bases their review on a previous poor experience that has nothing to do with the one they are meant to be reviewing, and the scathing review is permanently attached to the wrong associate and is reflected in their totals and averages. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The potential for human error has been the repeated culprit for every issue I’ve seen so far, but when used correctly it performs reliably and smoothly. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It is a huge benefit for employees at every level to be able to view specific customer feedback on their performance and for managers to easily identify the members of their teams that need help with their customer service skills as well as the ones who are excelling at it. Review collected by and hosted on G2.com.

Show More
Show Less
support transformation leader
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

automated systems and integrated with our Salesforce platform Review collected by and hosted on G2.com.

What do you dislike?

not easily customizable to our specific needs. changes require help and time Review collected by and hosted on G2.com.

Recommendations to others considering the product:

make the product more flexible and require less deep coaching Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

get nps and other feedback from clients - realized consistency for the company can measure nps across all departments on the same basis. Review collected by and hosted on G2.com.

Show More
Show Less
General Manager
Hospitality
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Medallia does a great job at providing great tools to analyze not just numbers from customer feedback but has great text analytics. Any place of business that takes customer feedback serious needs to adopt this software. It's great that we can respond directly to our customers. Review collected by and hosted on G2.com.

What do you dislike?

They have been constantly improving their system over the past 5 years of my use. I always look forward to what new tools they come out with. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great system for any company that deals with a high volume of customers from the public that would be willing to give detailed feedback. In the hospitality industry, this is a perfect match. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Collecting feedback from customers and using that feedback in a sensible way to identify areas of improvement. Review collected by and hosted on G2.com.

Show More
Show Less
UI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I really like the account level or contract level campaigns I can customize and track. I like the fact that you can get near real-time notifications as folks respond. The survey questions for wins/losses are very applicable for gleening information that can be used in the next pursuit Review collected by and hosted on G2.com.

What do you dislike?

I did not like that you need a minimum sample of 20 responses in order to build out a model; for certain customers that you don't have a relationship with or just trying new pursuits there should be a flag so that the scoring is recalibrated for those types of pursuits. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We want as real responses to understand how our relationship is being managed with our clients. This will help us be better prepared and take into consideration as we endeavor on future sales pursuits or our ability to harden our existing delivery for great customer satisfaction Review collected by and hosted on G2.com.

Show More
Show Less
UF
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It has many functionalities and its lots of enhancements like text analytics, connection to other databases and API Review collected by and hosted on G2.com.

What do you dislike?

Its very complex to configure. To the point you need java script codiing and roles addition is complex Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

To capture customer experience which is critical Review collected by and hosted on G2.com.

Show More
Show Less
UH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

We use this on a daily basis to track reviews and to reward people who contribute to success and to take care of any issues that arise in a timely manner Review collected by and hosted on G2.com.

What do you dislike?

Nothing this is perfect for what we need it to be

Faster response times Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Excellent Software to help you achieve goals Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Being able to review react and respond to feedback Review collected by and hosted on G2.com.

Show More
Show Less
AC
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

We use Medallia to aggregate customer feedback surveys and look at that data. It is easy to see different variables. Review collected by and hosted on G2.com.

What do you dislike?

It would be nice to be able to see how many surveys go unanswered versus how many we actually get. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It helps us respond directly to customer complaints and see how we are doing overall in customer satisfaction. Review collected by and hosted on G2.com.

Show More
Show Less
AT
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Responsibility. Innovativeness. Reliability. Review collected by and hosted on G2.com.

What do you dislike?

I really appreciate the efforts of Medallia Team. There is no problem. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Good business partner Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Data collection, tracking for analysis and commission. Review collected by and hosted on G2.com.

Show More
Show Less
UI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The dashboard giving insights of NPS scores across product portfolio and trends is amazing. Review collected by and hosted on G2.com.

What do you dislike?

The User internface is bit confusion, just in the begining but once you start using it, you get a hang of it. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Strongly recommended for tracking customer satisfaction across multiple products in the protfolio Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use medallia to capture NPS scores for multiple software product offerings within a portfolio. Review collected by and hosted on G2.com.

Show More
Show Less
UH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The interface was very easy to use and had a good navigation panel that allowed for easy selection. Review collected by and hosted on G2.com.

What do you dislike?

Some of the names that Medallia names are confusing, and the NPS score is calculated differently. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It helps you to identify the customer satisfaction and the comments really help to pin point the specific customer and the problem them encountered. Review collected by and hosted on G2.com.

Show More
Show Less
IBM Global Quality Program Leader
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

In my personal experience, I find the Dashboards showing NPS results across our Digital Client Journey are very powerful. I love being able to drill down into specific responses from any of the reporting views. The Medallia team is responsive and offers thoughtful dialogue on how to best solution any of the needs we bring to the table. Review collected by and hosted on G2.com.

What do you dislike?

Some of our initial surveys had limited ability to adjust over time. Based on Medallia's recent acquisitions and development, there is much more customization available for our newer survey programs. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

My engagement has been to help shepherd the instrumenting of IBM's Digital Client Journey. We have built a strong set of measurement points around our client journeys and are incorporating client survey feedback into our operational management systems, and will use Watson content analysis capabilities to unlock client insights for our teams to action. Review collected by and hosted on G2.com.

Show More
Show Less
Assistant Front Office Manager
Hospitality
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Love how you can do deep analytics on everything from which rooms in the house scored the worst to how well each individual GSR scored at check-in. Review collected by and hosted on G2.com.

What do you dislike?

There's no good way to prevent negative scores from inevitable guest situations like having to charge a guest a smoking fee or ask guests to leave for partying. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Gives direction on how our service must improve Review collected by and hosted on G2.com.

Show More
Show Less
UE
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It brings all of your customer reviews into one place. Review collected by and hosted on G2.com.

What do you dislike?

You can't "save" your place when you exit out and come back. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use it to track guest reviews from surveys and social media. Review collected by and hosted on G2.com.

Show More
Show Less
UH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like how simple and easy it is for customers to use. Review collected by and hosted on G2.com.

What do you dislike?

We are not able to search for tickets by store number and i would like to see that option. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are allowing customers to give any kind of feedback through Medallia. It’s been a lot better than our old way of doing this. Review collected by and hosted on G2.com.

Show More
Show Less
Service Consultant
Automotive
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The ability to monitor retention of customers is nice. Review collected by and hosted on G2.com.

What do you dislike?

Can’t resend surveys to customers who can’t find them in their email Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customers are eager to leave surveys and review Review collected by and hosted on G2.com.

Show More
Show Less
UC
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The amazing analytics behind every thing. Review collected by and hosted on G2.com.

What do you dislike?

The lack of seperation between stores. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you are looking for awesome analytics with a great GUI they are your team! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer feedback. Review collected by and hosted on G2.com.

Show More
Show Less
AM
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Break out tracks were great. Learned a lot and am excited to see what the next year will bring. Very inspiring and motivating. Review collected by and hosted on G2.com.

What do you dislike?

The day was quite long and ran over schedule a few times. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Easy to view and respond to customer feedback Review collected by and hosted on G2.com.

Show More
Show Less
IR
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Keep clear vision on how to create competitive advantage through #CX Review collected by and hosted on G2.com.

What do you dislike?

Beef up more the robustness of Medallia's new offering (some examples and cases look too theoretical) Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Driving enterprise strategic direction via #CX and technology. We've seen leadership alignment and ROI Review collected by and hosted on G2.com.

Show More
Show Less
Gerente de Proyectos
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The way i can get client feedback in real time. I can also see the evolution of my NPS and take desicions Review collected by and hosted on G2.com.

What do you dislike?

Actually there is nothing i dislike, it is a good tool Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Excelent business tool Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

How to improve the customer perception of the branches Review collected by and hosted on G2.com.

Show More
Show Less
UC
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

I like that the surveys give customers multiple categories to leave feedback in. Review collected by and hosted on G2.com.

What do you dislike?

The website doesn't always work, sometimes it is unable to find the server. I wish there was a mobile application. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Used to receive customer feedback Review collected by and hosted on G2.com.

Show More
Show Less