Medallia Customer Experience
Experience management software
Feedback analytics software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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- Retail and wholesale
- Transportation and logistics
- Arts, entertainment, and recreation
What is Medallia Customer Experience
Medallia Customer Experience is an experience management platform that collects and analyzes customer feedback across channels to help organizations monitor and improve customer journeys. It is used by customer experience, contact center, and digital product teams to run surveys, capture unsolicited feedback, and operationalize insights through workflows and reporting. The platform emphasizes omnichannel data capture (including digital and contact center sources) and text/sentiment analytics to identify drivers of customer satisfaction and service issues.
Broad omnichannel feedback capture
The product supports collecting feedback from multiple touchpoints such as surveys, web/mobile interactions, and contact center sources. This helps teams consolidate experience signals that are often split across point tools. It is well-suited to organizations that need a single program spanning multiple business units and channels.
Strong text and sentiment analytics
Medallia includes capabilities to analyze unstructured feedback such as comments and transcripts using text analytics and sentiment classification. This reduces reliance on manual tagging for large volumes of verbatim feedback. It supports identifying themes and drivers that can be tracked over time in dashboards and reports.
Operational workflows for CX action
The platform supports routing and case-management style workflows to close the loop on customer issues. This helps CX programs move from reporting to execution by assigning follow-ups and tracking resolution. It can align frontline teams and CX leaders around consistent processes for remediation.
Complex implementation and governance
Deployments typically require careful program design, data governance, and cross-team coordination to standardize metrics and workflows. Organizations may need dedicated administrators and CX operations resources to maintain taxonomies, roles, and reporting. Time-to-value can be longer than lighter-weight feedback tools.
Enterprise pricing and packaging
The product is commonly positioned for mid-market to enterprise use cases with corresponding contract structures. Costs can increase as organizations add channels, seats, or advanced analytics and workflow modules. This can be a constraint for smaller teams seeking a simpler survey-and-reporting solution.
Integration effort for unified view
Creating a complete customer view often depends on integrating CRM, contact center, and digital analytics systems. Integration scope and data quality can materially affect reporting accuracy and the usefulness of journey insights. Some organizations may require professional services or partner support for complex integrations.
Plan & Pricing
Pricing model: Experience Data Record (EDR) unit-based pricing, billed in annual tiers Free tier/trial: Not publicly disclosed on Medallia Experience Cloud pages (see notes) Example costs / published items (official site):
- Medallia Agile Research: 1 credit = $1 (credits can be used to prepay for Agile Research services, subscriptions, surveys, panels, etc.). Official docs note an extra discount of up to 5% on credit purchases. Notes / vendor statements (official site):
- Medallia describes a single-metric EDR pricing model (an EDR = all data associated with a discrete interaction) and states pricing is provided in annual tiers; Medallia does not publish per-EDR or per-user rates publicly and instructs prospective customers to "Talk to Sales" or "Contact us to learn more about pricing."
Seller details
Medallia, Inc.
Pleasanton, CA, USA
2001
Private
https://www.medallia.com/
https://x.com/medallia
https://www.linkedin.com/company/medallia/
