Medallia Reviews & Product Details

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.

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.

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

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

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.

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.

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.

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

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

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.

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

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

Information on-line and the ease to view specific information using all kind of filters Review collected by and hosted on G2.com.

You can customize a lot of things for your program, but don’t expect to get a positive response on special needs or developments. There is no self-service option making changes slow and difficult. Review collected by and hosted on G2.com.

I love the simplicity of both the mobile an desktop views. They make it quick and easy to parse NPS and verbatim data fast. I also love the ability to quickly drill into data directly from my main dashboard. Review collected by and hosted on G2.com.

Custom views are complex and don't always yield the insights that you're looking for. Review collected by and hosted on G2.com.

The data visualization tools are really slick and easy to understand. In addition, it's much easier to identify CX issues. Review collected by and hosted on G2.com.

Inability to personalize reporting to meet our specific needs. This is primarily due to use cases used when developing a specific feature and us learning that we can't modify certain things. Review collected by and hosted on G2.com.

Customer feedback is collected and aggregated properly. Love the drill down views to the agent level Review collected by and hosted on G2.com.

Our business is constantly changing . I would have liked more self service capability to reduce the cost and reliance on managed services Review collected by and hosted on G2.com.

As a software-as-a-service platform I value the integration of quantitate and qualitative feedback to enable practical conclusions and interpretable insight.

Text analytic solution has enabled me to accurately organise unstructured feedback to bring the voice of our customers to the forefront for our leadership team.

The platform is reliable and responsive which is a huge benefit when working with large data sets. Review collected by and hosted on G2.com.

Platform is relatively rigid, developments have been a little infrequent. Review collected by and hosted on G2.com.

Platform capabilities are wonderful and very user friendly. Lots of flexibility for dashboard design. Review collected by and hosted on G2.com.

Some restrictions for enhancements, especially across multiple instances. If one change for one instance is required, many times it has to be applied to the other instances which may not make sense. Results in lots of negotiations and coordinations Review collected by and hosted on G2.com.

The real-time nature of the data is invaluable. Review collected by and hosted on G2.com.

Many of even the simplest analyses I do using Medallia require exporting the data. I understand that Medallia is working on rolling out a new insights suite and text analytics, but it can be frustrating that I have to export data to do simple comparisons. I also wish there were more exportable graphs/visualizations. Review collected by and hosted on G2.com.

I like that they bend over backwards to make sure you have everything you need in a timely fashion. Review collected by and hosted on G2.com.

I wish they had some self service tools - they are releasing some SS tools now, but I think they are behind the game in this arena. Review collected by and hosted on G2.com.

Text analytics. Real time reports. Medallia app. Employee engagement reports and dashboards. Review collected by and hosted on G2.com.

Solution is expensive and there is limited flexibility for changing reports and surveys without Medallia managed service support staff Review collected by and hosted on G2.com.

SOftware is amazing, real time online, User interface is really good Review collected by and hosted on G2.com.

Every change takes forever, every single change has to be programmed and diacussed and costs consulting hours... for everything... Review collected by and hosted on G2.com.

Of the competitive products in the market, Medallia represents a feature rich option Review collected by and hosted on G2.com.

The product is one of the more complex platforms to implement, and can be expensive Review collected by and hosted on G2.com.

Multiple service offerings. High speed implementation options. Overall collaborative culture. Review collected by and hosted on G2.com.

Difficulty in creating the buisness case for our specific situation. Review collected by and hosted on G2.com.

The custom reporting features and in-depth information contained in the reviews are my favorite features in the platform. Review collected by and hosted on G2.com.

Brand guidelines mean we can't use Medallia for online review tracking for some properties. Review collected by and hosted on G2.com.

I like that they have a mobile app and that it pushes alerts to my phone every time a guest submits a review. Review collected by and hosted on G2.com.

I dislike that the mobile app logs me out so frequently. It has happened so many times that I have memorized my access code from typing it in so much.

Some text analytics report positive issues as negative ones. Review collected by and hosted on G2.com.