Medallia is a global leader in customer experience management, helping companies across various industries collect, analyze, and act on customer feedback. Through artificial intelligence, text analytics, and real-time insights, Medallia enables organizations to improve customer engagement, optimize quality management, and enhance their overall brand reputation. For more information on leveraging feedback effectively, check out our customer satisfaction survey software article.
This article provides a full overview of Medallia—covering its features, benefits, pricing, and alternatives—to help businesses determine whether it’s the right solution for them.
What is Medallia?
Medallia is an experience management platform designed to capture and analyze real-time feedback from customers and employees. Founded in California, Medallia serves enterprises across retail, healthcare, hospitality, and contact centers, offering a comprehensive suite of analytics, survey tools, and consulting services. The platform helps organizations listen to what their customers and employees are saying, process that data, and generate actionable insights that drive meaningful improvements.
Medallia is widely known for its Medallia Experience Cloud, a powerful software suite that delivers AI-driven real-time feedback and deep insights into customer interactions.
Key features of Medallia
1. Real-time customer feedback & analytics
Medallia gathers detailed feedback from multiple sources—including surveys, mobile apps, web interactions, and messaging platforms. Its text analytics and AI capabilities help organizations analyze customer sentiment and identify pain points. For ideas on innovative ways to collect feedback, you might explore our online survey maker tools post.
2. Employee experience & engagement
The platform measures employee satisfaction through engagement metrics and real-time surveys, allowing managers to use actionable insights to improve workplace culture and address concerns before they escalate. If you’re interested in refining your approach to data analysis, our guide on how to analyze survey data offers useful tips.
3. AI-powered contact centers
Medallia is a top provider for contact centers by tracking customer interactions and offering real-time support. Businesses can use advanced analytics to predict future trends and enhance service quality. For more on integrating feedback into business operations, our article on integration and survey reports might be of interest.
4. Medallia Experience Cloud for enterprises
Tailored for large organizations, this platform offers robust integration with existing business systems. Companies can automate feedback collection, monitor progress, and enhance customer experience at scale. Discover how seamless integrations can improve your processes in our integration and survey reports guide.
5. AI-driven insights & predictions
Medallia uses artificial intelligence to track customer behavior and determine potential churn risks. With these real-time insights, organizations can take proactive action and refine their strategies.
6. Multi-industry applications
Medallia’s solutions extend across several sectors:
- Retail: Improve customer engagement through personalized shopping experiences.
- Healthcare: Monitor patient experience and optimize hospital services.
- Hospitality: Enhance guest interactions by collecting real-time feedback on stays.
For additional ideas on optimizing customer surveys in retail and beyond, check out our customer survey article.
Medallia pricing
Medallia does not publicly disclose its pricing, as costs depend on factors such as business size, industry, and required capabilities. Enterprises must contact Medallia directly for a complete pricing breakdown.
Why should you consider alternatives to Medallia?
While Medallia is a well-known customer experience management platform, it may not be the best fit for every business. Key reasons to explore alternatives include:
- High cost for enterprises: Medallia’s pricing is tailored for large companies, making it expensive for small and mid-sized businesses. Many alternatives offer similar capabilities at a more budget-friendly price.
- Complex setup & learning curve: The platform requires extensive onboarding and training before teams can fully utilize its features.
- Limited customization: Although Medallia provides strong analytics, its customization options for surveys, reporting, and dashboard layouts can be more restrictive compared to flexible solutions.
- Scalability & industry-specific needs: Some industries—such as healthcare, retail, or contact centers—may need more tailored features than Medallia currently offers.
- Integration & performance challenges: Users sometimes report difficulties integrating Medallia with existing business tools and performance lags when handling large datasets.
For businesses seeking a more user-friendly, cost-effective, and customizable solution, it can be worthwhile to consider alternatives like SurveyLab. You might also review our surveysparrow alternatives article for further insights into other options.
SurveyLab – best Medallia alternative
SurveyLab is an advanced survey platform designed to help businesses collect client feedback, conduct research, and improve both customer and employee experiences. As an alternative to Medallia, SurveyLab provides a flexible, easy-to-use solution with robust account management features, automated insights, and deep integration with enterprise systems.
Why choose SurveyLab over Medallia?
- User-friendly interface: Unlike Medallia, which can have a steep learning curve, SurveyLab makes it easy for any user to create surveys without extensive training.
- AI-powered insights: The platform offers search-optimized reports to help you quickly find trends and actionable insights.
- Seamless integration: SurveyLab connects effortlessly with CRMs, analytics tools, and video conferencing software, streamlining feedback collection.
- Cost-effective solution: With pricing options suitable for various business sizes, SurveyLab is more accessible than Medallia’s enterprise-level plans.
- Scalable for growth: Whether you’re a small startup or a global enterprise, SurveyLab adapts to your evolving needs.
To learn more about creating effective surveys, explore our survey design post.
Is Medallia right for your business?
If your organization needs a solution that:
- Collects real-time feedback across multiple channels,
- Uses AI and text analytics to generate actionable insights, and
- Supports seamless integration with contact centers and other business services,
then Medallia is among the best providers for customer experience management. However, if your business cannot justify the cost or requires a simpler platform, exploring alternatives like SurveyLab might be worthwhile. For additional strategies on gathering feedback, consider our online survey maker tools resource.
Final thoughts
Medallia is a powerful customer experience platform that helps businesses improve engagement, gather feedback, and enhance service quality. With its AI-powered real-time insights, Medallia Experience Cloud, and strong integration capabilities, the platform offers valuable tools for companies looking to scale their customer experience management efforts.
For enterprises in retail, healthcare, and hospitality, Medallia remains one of the most advanced solutions for optimizing customer interactions. However, its complexity, pricing, and integration challenges may not suit every business. Exploring alternatives like SurveyLab can provide more flexibility, better customization, and a cost-effective option tailored to your organization’s needs.
FAQ
Qualtrics focuses on overall experience management with advanced survey customization, while Medallia emphasizes customer experience management through real-time feedback and AI-powered insights. Medallia is particularly strong in contact center applications.
No, Medallia is not a CRM tool. It is a customer experience management platform that collects and analyzes feedback to improve interactions. However, it can integrate with CRM platforms like Salesforce for enhanced data-driven decision-making.
Medallia surveys collect real-time feedback via web, email, SMS, and mobile apps. The platform analyzes responses using AI and text analytics, enabling businesses to act on customer sentiment and satisfaction scores.
Medallia is used for customer experience management—it helps businesses gather feedback, analyze insights, and improve engagement. It is widely employed in retail, healthcare, hospitality, and contact centers to enhance service quality and brand loyalty.
Is Medallia a Salesforce?
No, Medallia is not Salesforce, though it integrates with Salesforce CRM to provide customer insights and track satisfaction levels. Medallia specializes in experience management, while Salesforce focuses on customer relationship management.
Qualtrics is popular due to its advanced survey tools, market research capabilities, and customization options. It is widely used by businesses, researchers, and academic institutions for its user-friendly interface and robust analytics.
Over 2,000 companies worldwide—including many Fortune 500 brands in hospitality, healthcare, retail, and finance—use Medallia as their customer experience platform
Medallia was once public but was acquired by Thoma Bravo, a private equity firm, in 2021. It now operates as a private company focused on enhancing its customer experience management solutions.
To avoid Medallia surveys, you can unsubscribe from email surveys, opt out of SMS notifications, or disable survey pop-ups in your account settings. Some businesses even offer an option to decline surveys at checkout.
Medallia surveys can be anonymous, but it depends on how a business configures its survey. Some surveys collect personal data for follow-up purposes, while others are designed to ensure complete anonymity.
Medallia has always been known as Medallia since its founding in 2001. Although the platform has evolved significantly, its name has remained unchanged.
What is NPS in Medallia?
NPS (Net Promoter Score) in Medallia measures customer loyalty by asking how likely customers are to recommend a brand on a 0–10 scale. This score helps businesses gauge satisfaction and predict customer retention.
As of 2024, Joe Tyrrell is the CEO of Medallia, leading the company’s mission to enhance customer experience management through AI-powered insights and analytics.