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- Medallia Customer Experience
- SMG - Service Management Group
- Medallia Customer Experience-vs-SMG - Service Management Group
Compare Medallia Customer Experience and SMG - Service Management Group 
At a Glance
Market Segments
Enterprise (65.4% of reviews)
Enterprise (52.0% of reviews)
Entry-Level Pricing
Contact Us Per Year
No pricing available
Medallia Customer Experience
Star Rating
(140)4.5 out of 5
Market Segments
Enterprise (65.4% of reviews)
Entry-Level Pricing
Contact Us Per Year
Free Trial is available
Learn more about Medallia Customer ExperienceSMG - Service Management Group
Star Rating
(50)4.6 out of 5
Market Segments
Enterprise (52.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about SMG - Service Management GroupSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Medallia Customer Experience excels in Performance Benchmarking with a score of 9.6, indicating strong capabilities in measuring and comparing performance metrics, while SMG - Service Management Group also performs well but slightly lower at 9.4.
- Reviewers mention that SMG shines in Quality of Support, achieving a score of 9.3, which is notably higher than Medallia's score of 8.4, suggesting that users find SMG's support more responsive and helpful.
- G2 users highlight Medallia's superior Survey Customization feature, scoring a perfect 10.0, which allows for extensive tailoring of surveys to meet specific needs, whereas SMG's customization options are rated lower, indicating less flexibility.
- Users on G2 report that SMG offers better Multilanguage Support with a score of 9.0 compared to Medallia's 7.9, making it a more suitable choice for organizations operating in diverse linguistic environments.
- Reviewers say that Medallia's NPS/CSAT Scoring feature is highly rated at 9.5, showcasing its effectiveness in measuring customer loyalty and satisfaction, while SMG's score of 8.8 suggests it may not be as robust in this area.
- Users report that SMG's Gamification feature is a standout with a score of 8.8, enhancing user engagement, while Medallia's lower score of 6.0 indicates it may lack in this aspect, potentially affecting user motivation and interaction.
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Pricing
Entry-Level Pricing
Medallia Customer Experience
Medallia Experience Cloud
Contact Us
Per Year
- Medallia Experience Cloud
SMG - Service Management Group
No pricing availableFree Trial
Medallia Customer Experience
Free Trial is available
SMG - Service Management Group
No trial information availableRatings
Meets Requirements
8.7
114
9.1
32
Ease of Use
8.6
113
8.5
32
Ease of Setup
7.3
73
8.2
14
Ease of Admin
7.8
65
8.6
14
Quality of Support
8.4
97
9.3
28
Has the product been a good partner in doing business?
8.6
68
8.7
15
Product Direction (% positive)
9.5
109
8.2
26
Features by Category
Analytics
9.4
38
9.2
12
9.1
39
9.4
16
8.6
37
8.8
10
5.9
29
8.8
10
Customization
8.5
34
9.1
11
7.9
32
9.0
8
8.7
31
9.0
8
8.6
28
9.2
10
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feedback Management
8.4
31
Not enough data
8.5
28
Not enough data
8.5
35
Not enough data
Feedback Analysis
8.0
34
Not enough data
8.3
33
Not enough data
9.5
33
Not enough data
Feedback Sources
9.0
28
Not enough data
9.2
33
Not enough data
7.7
25
Not enough data
8.4
28
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Platform Basics
Not enough data
9.6
8
Not enough data
9.3
9
Not enough data
9.4
6
Platform Content
Not enough data
9.7
6
Not enough data
10.0
6
Not enough data
9.6
8
Not enough data
9.7
6
Platform Additional Functionality
Not enough data
9.7
5
Not enough data
9.6
8
Not enough data
9.6
8
Not enough data
Not enough data
Platform
Not enough data
8.1
7
Not enough data
Not enough data
Not enough data
9.3
5
Not enough data
9.2
8
Not enough data
9.4
8
Not enough data
9.3
5
Not enough data
8.1
8
Not enough data
8.1
8
Categories
Categories
Shared Categories
Medallia Customer Experience and SMG - Service Management Group are categorized as Feedback Analytics and Experience Management
Unique Categories
Medallia Customer Experience has no unique categories
SMG - Service Management Group is categorized as Employee Engagement
Reviews
Reviewers' Company Size
Medallia Customer Experience
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SMG - Service Management Group
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Hospitality
16.2%
Information Technology and Services
9.6%
Financial Services
9.6%
Automotive
7.4%
Insurance
5.9%
Other
51.5%
Retail
32.0%
Restaurants
28.0%
Food & Beverages
22.0%
Hospitality
4.0%
Hospital & Health Care
2.0%
Other
12.0%
Most Helpful Reviews
Medallia Customer Experience
Most Helpful Favorable Review
Emily Penfold D.
Verified User in Hospitality
The custom reporting features and in-depth information contained in the reviews are my favorite features in the platform.
Most Helpful Critical Review
Verified User in Consumer Electronics
The website doesn't always work, sometimes it is unable to find the server. I wish there was a mobile application.
SMG - Service Management Group
Most Helpful Favorable Review
Justin B.
Verified User in Food & Beverages
Being able to read a high volume of guest comments
Most Helpful Critical Review
Verified User in Restaurants
There seems to be a lot of changes on the SMG side to who is on our team. This year, it felt like we needed to communicate and recommunicate questions multiple times in some cases. There were also a few hiccups on SMG's side, that caused us to have to...
Emily Penfold D.
Verified User in Hospitality
The custom reporting features and in-depth information contained in the reviews are my favorite features in the platform.
Justin B.
Verified User in Food & Beverages
Being able to read a high volume of guest comments
Verified User in Consumer Electronics
The website doesn't always work, sometimes it is unable to find the server. I wish there was a mobile application.
Verified User in Restaurants
There seems to be a lot of changes on the SMG side to who is on our team. This year, it felt like we needed to communicate and recommunicate questions multiple times in some cases. There were also a few hiccups on SMG's side, that caused us to have to...
Alternatives
Discussions
Medallia Customer Experience has no discussions with answers
what is the best way to get the weekly and period reports to send on there own
1 comment
SB
Hello Shawn F. Your Account Management team is available to assist you. They will be happy to help!Read more
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
SS
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...Read more
SMG - Service Management Group has no more discussions with answers
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