# Medallia Customer Experience vs SMG - Service Management Group Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Medallia Customer Experience excels in overall user satisfaction, reflected in its higher G2 Score compared to SMG - Service Management Group. Users appreciate the intuitive design of Medallia Agile Research, noting it as "straightforward and easy to use," making it a great fit for small to mid-sized businesses.
- **Users say** that while both platforms have strong support teams, SMG stands out with its dedicated account management. Reviewers highlight the "incredibly account team" that understands their business needs, providing valuable insights and recommendations tailored to maximize the benefits of their survey programs.
- **According to verified reviews** , Medallia Customer Experience has a more extensive user base, particularly in the enterprise segment, which may indicate a broader range of features and integrations. Users have noted the importance of networking and learning new tools, which Medallia facilitates effectively.
- **Reviewers mention** that SMG offers a smoother setup experience, with many users appreciating the ease of getting started with the platform. This is a notable advantage for teams looking to implement feedback solutions quickly without extensive training.
- **G2 reviewers highlight** that while Medallia has a strong focus on product direction and innovation, SMG's insights team is praised for delivering actionable analysis that directly addresses unique business challenges, making it a valuable partner in driving strategic decisions.
- **Users report** that both platforms have their strengths in usability, but Medallia's recent feedback indicates a need for improvement in administrative tasks, as some users find it less intuitive compared to SMG, which has received positive remarks for its ease of administration.



| | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 210 | 50 | 
| **Largest Market Segment** | Enterprise (68.4% of reviews) | Enterprise (52.0% of reviews) | 
| **Entry Level Price** | Contact Us Per Year | No pricing available | 

---
## Top Pros & Cons

### Medallia Customer Experience

Pros:
- Feedback Management (17 reviews)
- Helpful (16 reviews)

Cons:
- Learning Curve (6 reviews)
- Limitations (6 reviews)

### SMG - Service Management Group

Pros:
- Customer Focus (3 reviews)
- Helpful (2 reviews)

Cons:
- Delay Issues (1 reviews)
- Time-Consumption (1 reviews)

---
## Ratings Comparison
| Rating | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
  | **Meets Requirements** | 8.7 (153 reviews) | 9.1 (32 reviews) | 
  | **Ease of Use** | 8.7 (163 reviews) | 8.5 (32 reviews) | 
  | **Ease of Setup** | 7.4 (118 reviews) | 8.2 (14 reviews) | 
  | **Ease of Admin** | 7.7 (85 reviews) | 8.6 (14 reviews) | 
  | **Quality of Support** | 8.6 (136 reviews) | 9.3 (28 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (89 reviews) | 8.7 (15 reviews) | 
  | **Product Direction (% positive)** | 9.5 (147 reviews) | 8.2 (26 reviews) | 

---
## Pricing

### Medallia Customer Experience

#### Entry-Level Pricing

Plan: Medallia Experience Cloud

Price: Contact Us Per Year

Key Features:
- Medallia Experience Cloud

[Learn more about Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews)

#### Free Trial

Yes

### SMG - Service Management Group

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Experience Management

| Product | Score | Reviews |
|---|---|---|
| **Medallia Customer Experience** | 8.1/10 | 74 |
| **SMG - Service Management Group** | 9.1/10 | 20 |

#### Analytics

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **Net Promoter Score (NPS)** | 9.4 (57 reviews) | 9.2 (12 reviews) | 
| **Customer Satisfaction (CSAT) Score** | 9.2 (55 reviews) | 9.4 (16 reviews) | 
| **Customer Effort Score (CES)** | 8.7 (49 reviews) | 8.8 (10 reviews) | 
| **Gamification** | 6.1 (44 reviews) | 8.8 (10 reviews) | 

#### Customization

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **Stakeholder Management** | 8.6 (53 reviews) | 9.1 (11 reviews) | 
| **Multilanguage Support** | 7.9 (46 reviews) | 9.0 (8 reviews) | 
| **Multiple Branding Support** | 8.6 (45 reviews) | 9.0 (8 reviews) | 
| **Vertical-specific Solutions** | 8.3 (45 reviews) | 9.2 (10 reviews) | 

#### Generative AI

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **AI Text Generation** | 6.5 (25 reviews) | Not enough data | 
| **AI Text Summarization** | 6.5 (25 reviews) | Not enough data | 

#### Agentic AI - Experience Management

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | 8.7 (9 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | 8.3 (5 reviews) | Not enough data | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Medallia Customer Experience** | 8.1/10 | 59 |
| **SMG - Service Management Group** | N/A | N/A |

#### Feedback Management

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **Tagging** | 8.3 (44 reviews) | Not enough data | 
| **Segmentation** | 8.4 (42 reviews) | Not enough data | 
| **Custom Reports and Dashboards** | 8.4 (50 reviews) | Not enough data | 

#### Feedback Analysis

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **Thematic Analysis** | 8.1 (48 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.4 (50 reviews) | Not enough data | 
| **NPS/CSAT Scoring** | 9.3 (50 reviews) | Not enough data | 

#### Feedback Sources

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **Online Reviews** | 8.3 (38 reviews) | Not enough data | 
| **Surveys** | 9.2 (48 reviews) | Not enough data | 
| **Social Media** | 7.2 (35 reviews) | Not enough data | 
| **Customer Service Channels** | 8.2 (38 reviews) | Not enough data | 

#### Generative AI

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **AI Text Generation** | 6.7 (22 reviews) | Not enough data | 
| **AI Text Summarization** | 6.5 (24 reviews) | Not enough data | 

### Talent Management

| Product | Score | Reviews |
|---|---|---|
| **Medallia Customer Experience** | N/A | N/A |
| **SMG - Service Management Group** | N/A | N/A |

#### Generative AI

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Employee Engagement

| Product | Score | Reviews |
|---|---|---|
| **Medallia Customer Experience** | N/A | N/A |
| **SMG - Service Management Group** | 9.4/10 | 16 |

#### Platform Basics

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **Performance Benchmarking** | Not enough data | 9.6 (8 reviews) | 
| **Reporting & Dashboards** | Not enough data | 9.3 (9 reviews) | 
| **Interoperability** | Not enough data | 9.4 (6 reviews) | 

#### Platform Content

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **Employee Pulse Surveys** | Not enough data | 9.7 (6 reviews) | 
| **Survey Customization** | Not enough data | 10.0 (6 reviews) | 
| **Goal and Challenge Creation** | Not enough data | 9.6 (8 reviews) | 
| **Science-based templates** | Not enough data | 9.7 (6 reviews) | 

#### Platform Additional Functionality

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **Employee Segmenting** | Not enough data | 9.7 (5 reviews) | 
| **Goal and Challenge Creation** | Not enough data | 9.6 (8 reviews) | 
| **Peer Recognition** | Not enough data | 9.6 (8 reviews) | 
| **Social Feedback Portal** | Not enough data | Not enough data | 

#### Platform

| Feature | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **Customization ** | Not enough data | 8.1 (7 reviews) | 
| **Integration APIs** | Not enough data | Not enough data | 
| **Internationalization** | Not enough data | 9.3 (5 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.2 (8 reviews) | 
| **Dashboards** | Not enough data | 8.1 (8 reviews) | 

---
## Categories
**Shared Categories (2):** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [Experience Management Software](https://www.g2.com/categories/experience-management)


**Unique to SMG - Service Management Group (1):** [Employee Engagement Software](https://www.g2.com/categories/employee-engagement)


---
## Reviewer Demographics

### By Company Size

| Segment | Medallia Customer Experience | SMG - Service Management Group | 
|---|---|---|
| **Small-Business** | 9.8% | 14.0% | 
| **Mid-Market** | 21.8% | 34.0% | 
| **Enterprise** | 68.4% | 52.0% | 

### By Industry

#### Medallia Customer Experience

- **Hospitality:** 13.7%
- **Financial Services:** 11.1%
- **Information Technology and Services:** 7.4%
- **Retail:** 6.8%
- **Insurance:** 5.8%
- **Automotive:** 5.3%
- **Telecommunications:** 5.3%
- **Health, Wellness and Fitness:** 3.7%
- **Banking:** 3.2%
- **Consumer Goods:** 2.1%
- **Other:** 35.8%

#### SMG - Service Management Group

- **Retail:** 32.0%
- **Restaurants:** 28.0%
- **Food & Beverages:** 22.0%
- **Hospitality:** 4.0%
- **Hospital & Health Care:** 2.0%
- **Health, Wellness and Fitness:** 2.0%
- **Food Production:** 2.0%
- **Consumer Services:** 2.0%
- **Consumer Goods:** 2.0%
- **Business Supplies and Equipment:** 2.0%
- **Other:** 2.0%

---
## Alternatives

### Alternatives to Medallia Customer Experience

- [AskNicely](https://www.g2.com/products/asknicely/reviews) — 4.7/5 stars (1050 reviews)
- [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) — 4.3/5 stars (751 reviews)
- [InMoment Experience Improvement (XI) Platform](https://www.g2.com/products/inmoment-experience-improvement-xi-platform/reviews) — 4.7/5 stars (319 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4164 reviews)
- [Verint Voice of the Customer](https://www.g2.com/products/verint-verint-voice-of-the-customer/reviews) — 4.2/5 stars (42 reviews)
- [SurveyMonkey](https://www.g2.com/products/surveymonkey/reviews) — 4.4/5 stars (23752 reviews)
- [Qualtrics Market Research](https://www.g2.com/products/qualtrics-market-research/reviews) — 4.4/5 stars (3018 reviews)
- [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) — 4.5/5 stars (1750 reviews)
- [Forsta](https://www.g2.com/products/forsta/reviews) — 4.2/5 stars (335 reviews)
- [CustomerGauge](https://www.g2.com/products/customergauge/reviews) — 4.6/5 stars (50 reviews)

### Alternatives to SMG - Service Management Group

- [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) — 4.3/5 stars (751 reviews)
- [SAP SuccessFactors HCM](https://www.g2.com/products/sap-sap-successfactors-hcm/reviews) — 4.1/5 stars (1657 reviews)
- [SurveyMonkey](https://www.g2.com/products/surveymonkey/reviews) — 4.4/5 stars (23752 reviews)
- [InMoment Experience Improvement (XI) Platform](https://www.g2.com/products/inmoment-experience-improvement-xi-platform/reviews) — 4.7/5 stars (319 reviews)
- [Qualtrics Employee Experience](https://www.g2.com/products/qualtrics-employee-experience/reviews) — 4.4/5 stars (462 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4164 reviews)
- [Lattice](https://www.g2.com/products/lattice-lattice/reviews) — 4.7/5 stars (4114 reviews)
- [AskNicely](https://www.g2.com/products/asknicely/reviews) — 4.7/5 stars (1050 reviews)
- [Qualtrics Market Research](https://www.g2.com/products/qualtrics-market-research/reviews) — 4.4/5 stars (3018 reviews)
- [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) — 4.5/5 stars (1750 reviews)

---
## Top Discussions

### Medallia Customer Experience

No discussions available for this product.

### SMG - Service Management Group

- Title: [How do I enable the printer from my phone ? It wants me to download it to a pdf however it won't allow me to get in to it because it says the pdf is corrupt](https://www.g2.com/discussions/how-do-i-enable-the-printer-from-my-phone-it-wants-me-to-download-it-to-a-pdf-however-it-won-t-allow-me-to-get-in-to-it-because-it-says-the-pdf-is-corrupt) — 1 comment, 1 upvote
  > **Top comment:** "Hi Kendra, thanks for reaching out on this issue. If this is still an issue for you, I encourage you to engage with the SMG Support Center at..."
- Title: [what is the best way to get the weekly and period reports to send on there own](https://www.g2.com/discussions/36762-what-is-the-best-way-to-get-the-weekly-and-period-reports-to-send-on-there-own) — 1 comment, 1 upvote
  > **Top comment:** "Hi Shawn F.  please reach out to your Account Management team for assistance.  They will be happy to help!   "

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/medallia-customer-experience-vs-smg-service-management-group)