Medallia Experience Cloud

Avantages

I like the way it shows simple dashboards and quick reports about NPS, Satisfaction Rate, and Verbatims.

Inconvénients

Due to data privacy and system limitation, sometimes, it doesn't show some data views that we need such as NPS scores per recruiter. Instead, it only shows by hiring manager. We just think that Medallia is somehow not that flexible in giving us power to tweak the existing reports.

Avantages

The easy way to see what customers are saying and where improvements are needed.

Inconvénients

The ease at which customers can post untruths or straight up lies.

Avantages

It just works once extensive setup is in place.

Inconvénients

Very expensive to run. Medallia's model is based on maximising Medallia consultancy - even for simple things like adding new touchpoints, help requests, simple customisations. I prefer cloud based services that gives much more control to the customer.

Avantages

The ability to build surveys and not only get feedback from customers but employees as well to improve the workplace

Inconvénients

There is no tutorial or training given in my company on how to use this it’s sinker swim and that may be directly related to my management and not others in the company remember management sets the tone and ease of the work environment

Avantages

I like that all the customer reviews are in one place and I am able to reply to them on the website. I also like the analytics that are provided. These analytics can also be exported, so I can apply advanced statistics on any of the data with Python if I wish to. The user interface is also modern and information is mostly easy to find.

Inconvénients

I wish there were more statistical analysis done within the website. I would like to see predictive analysis calculated for the business. This is very important for hotels and other businesses. I can export the data and do it myself, but having it done in Medaliia would be very convenient.

Avantages

Flexibility, ease of use and ability to train users quickly for use right out of the box. This application provides a way for Call Centers to become true Contact Centers. As a high quality Customer Experience steps to the forefront of business demands and requirements, this software tool gives me as a consultant a way to help clients boost their efficiency, overall Customer Satisfaction and, employee satisfaction. The better the customer experience is the better employees enjoy their job and they love when tools give them added tools that give them the ability to surprise customers.

Inconvénients

Cost is always a concern. There is a steep learning curve to consider your team fully utilizing all of the features that this product delivers. You have to commit to it and make learning and using the system a priority. It provides a great deal of data output that can be useful if leadership is given the flexibility and time to review and use the data to improve performance.

Avantages

If you are a customer facing organization such as a hotel and struggle to deal with customer feedback, it's time to digitalise. Medallia is a great software for hotels, I've used it in 2 hotels and never had issue. Customer feedback was easily collected from customers through customizable surveys and the data ranked. It is important to train your front line to collect customers emails in order to get a higher respose rate and improve your NPS. Works with most of the CRM's.

Inconvénients

No issue. Many reporting capabilities. I was very happy with the product.

Avantages

Real-time data and dashboards from multiple administration views. Filtering to exact data is easy to navigate and information is easy to share.

Inconvénients

There aren't many cons. This software gives pertinent real-time data that helps me drive business decisions. Targets are sometimes hard to reach and those targets must be strategized offline.

Avantages

Lot's of information given when looking at surveys, very helpful

Inconvénients

For a new user, not super user friendly. Lots of coding you need to know to read the info about the member to be able to answer.

Avantages

I love the fact that you can see your club versus other clubs. Being able to look at your rank really helps your team see where you fall in regards to other clubs across the nation. I also like how many reports you can get on your dashboard. Having a quick look helps you and your team be able to look back and see where you're falling in response to the things that you are implementing.

Inconvénients

I wish that we had customizable options for the case processing function. I want to be able to remove aquatics section, kids club, etc. I want to add other items that are not on the list.

Avantages

Reports, customers comment and the full chart of the department i manage. Has a full view of what are the strengths and weakness. Can plan according what its been pointed on each feedback.

Inconvénients

When downloading reports most of the time webpage is slow as ever and it gives a hard time.

Avantages

The software is very intuitive, and the surveys are very "clean" and easy to navigate. There is a wide variety of reporting analytics that contain much rich data. This can really help improve processes and procedures and give insight into the types of people answering the surveys.

Inconvénients

While the software as a whole is really intuitive, the skip logic is not the easiest to navigate without initial guidance. However, I found that it works extremely well for most circumstances once you do know how to navigate it.

Avantages

Medallia is a great tool to receive customer feedback in real-time. Having instant, constructive feedback allows us to recognize outstanding employees as well as improve our customer experience. I also love the templates that allow us to respond to customer comments.

Inconvénients

Nothing. I absolutely love it. It has great feature all around from Instant feedback to simplified customer replies...

Avantages

The mobile app has been extremely helpful when wanting to get real-time alerts for any new reviews. If there is something negative it's easy to contact the right colleague, discover the situation, and respond with a solution before word-of-mouth spreads without knowing the outcome.

Inconvénients

I would like the ability to filter which messages I get alerts about on my mobile phone. While I always enjoy a positive review, getting an alert many times a day with 10/10 ratings can get bothersome.

Avantages

The most complete solution and certainly best of breed in the Net Promoter Score space
Can handle the complexity of customer experience journeys.

Inconvénients

Price Point.
Only dealing with large implementation, large complex enterprises, not an SMB solution
Long implementation lead times.

Avantages

It allows you to get honest and real time feedback from customers. The software allows customers to rate your business in multiple aspects and give feedback in their own words.

Inconvénients

This software isn't the easiest to access and share among co workers, often reviews are screenshotted to be shared.

Avantages

We needed more than surveyware and medallia is by far the most robust experience feedback platform we looked at. Really deep and broad insights and a few great insights!

Inconvénients

Harder to set up but worth it. The support team is wonderful and responsive

Alternatives envisagées 

Pourquoi passer à Medallia Experience Cloud

Avantages

I am able to sort survey responses according to user and identify areas of excellence & improvement opportunities. I like the function to respond with a customized thank you email.

Inconvénients

Thumbs up functionality - if a user responds to a text with a "stop" message it automatically registers as a thumbs down, which is not always representative of their experience.

Avantages

I know there are many other use cases than how we used Medallia but I found the experience easy to navigate and straight forward to understand customer and internal NPS scores and feedback. Also I really liked the ability to respond to concerns and create action plan related to it.

Inconvénients

I think the reporting and analytics component could be improved to help users see the bigger picture and more easily pinpoint key take aways from the feedback.

Avantages

I like that the software gives customers the ability to provide not only a numerical rating system, but also a chance to put their experience into words.

Inconvénients

I feel like the surveys can be a little too vague sometimes, making it difficult to accurately describe the events of their visit pertaining directly to my performance.

Avantages

It is simple to learn, has many features that are able to be customized. It gives quick snapshots of satisfaction scores as well as deeper dives into trends of our business.

Inconvénients

You have to be discerning about how much detail you want to know, it can get overwhelming quickly. We use it to find the places we have missed the mark.

Avantages

I liked that Medallia allows my clients to give feedback to me on how I handled them throughout the sales cycle, it gives me an actual score of how well I performed which I can use to improve future customer experiences.

Inconvénients

The software is sometimes intimidating for me because most customers do not respond to the survey or get mad about being asked for feedback. Therefore only people who were really upset about the service they received respond extremely negatively and are not helpful with their feedback.

Avantages

The Reps are amazing and so helpful! There are a lot of functions built into Medallia. My company and I are working to learn everything it can do and show us. They break down a lot of data and really show us how to analyze what is happening in our clubs.

Avantages

It's really easy for users to request feedback from customers. The format is for the most part fool proof and self explanatory.

Inconvénients

We've come across issues with having completed reviews feeding into our website. We've been having integration challenges for some time.

Avantages

I really like the ability to establish either relationship or deal review campaigns at the company or opportunity level. When you have such a large spread of potential recipients from procurement thru LOB executives, you really want to tailor the questions and experiences with them in mind.

Inconvénients

What I really do not like about the NPS score, is that you require at least a good sample of 20 plus responses to the surveys to really start to calibrate the scoring model. Unfortunately, on some sales and relationship pursuits, there are barely three to five key client participants that you would want to survey with from the onset.