Medallia Customer Experience Reviews & Product Details

I like being able to quantify qualitative feedback and organise it into trackable topics, so I can clearly see how performance and sentiment change over time. Support has been easy to reach and also proactive in sorting out problems for us. I also appreciate that the UX/UI is intuitive, but we have a long way to go for re-designing personal dashboards to make them even better with updated capabilities. Review collected by and hosted on G2.com.

I dislike that I can’t design a dashboard myself. It would be helpful to see what features are available, integrate them, and play around with them internally before making any official changes. I’d also like to understand what ways of displaying data are currently supported, and have the ability to drag and drop charts, graphs, and similar elements to build the dashboard the way I need. Review collected by and hosted on G2.com.

Medallia are the thought leaders in the industry, bringing new ideas and innovations and advancements in AI for example. They work with leading organisations and have a great client facing customer success team Review collected by and hosted on G2.com.

The delay between the shiny new features and the actual implementation can take some time Review collected by and hosted on G2.com.

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 appreciate how Medallia Customer Experience helps us gather valuable insights from our customers through their scores on relationship drivers, strategic drivers, and NPS metrics. The comments we receive allow us to understand how customers feel and identify areas for improvement. I like how they took our last feedback and implemented it, and I particularly enjoyed our breakout sessions. Review collected by and hosted on G2.com.

They mentioned implementing more on text analytics, this would be a great improvement once I’m able to use it. More on helping us summarize feedback, sentiments, and close loop response generation. Review collected by and hosted on G2.com.

I really like the ability of Medallia Customer Experience to filter and easily find feedback for certain journeys. Having a dashboard per journey surveyed and being able to filter on date and domain is incredibly useful for understanding our customers' digital journeys. Review collected by and hosted on G2.com.

We have faced challenges with abandoned survey setup. I'm unsure of the best trigger to use for some journeys, and I'm concerned about bombarding customers. The initial setup wasn't that easy, and some of the UX experience with setup took a while to get used to. Review collected by and hosted on G2.com.

I like the reporting with self-service capabilities in Medallia Customer Experience. It allows us to implement most enhancements and changes ourselves, like new surveys, reporting, and integration. It's really valuable for us to have that level of control. Review collected by and hosted on G2.com.

I find customer service takes too much time to deliver anything, and the quality is often low and needs to be fixed repeatedly, which is frustrating. Also, the initial setup was quite demanding, with very strict implementation deadlines set by Medallia. Review collected by and hosted on G2.com.

Centralize the information provided by clients at the different points of contact with our services, and have a detailed analysis of the comments, audios, or videos to convey to the organization the sentiment-emotion of our clients is the most powerful thing that exists for a cultural transformation. Review collected by and hosted on G2.com.

The setup is complex, it doesn't make it so self-service. 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.