--- title: "Medallia Experience Cloud Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Medallia Experience Cloud. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Medallia Experience Cloud is a good fit for you!" source_url: "https://www.softwareadvice.com/customer-loyalty/medallia-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [CMMS Software](https://www.softwareadvice.com/category/441-cmms/) / [Medallia Experience Cloud](https://www.softwareadvice.com/customer-loyalty/medallia-profile/) / Medallia Experience Cloud Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/customer-loyalty/medallia-profile/) Reviews [Alternatives](https://www.softwareadvice.com/customer-loyalty/medallia-profile/alternatives/) # Medallia Experience Cloud User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 33 ### Secondary ratings - Ease of use: 4.5/5 - Customer support: 4.3/5 - Value for money: 4.4/5 - Functionality: 4.4/5 ### Rating distribution - 5 stars: 17 reviews (52%) - 4 stars: 15 reviews (45%) - 3 stars: 1 reviews (3%) - 2 stars: 0 reviews (0%) - 1 star: 0 reviews (0%) ### Most mentioned cons - Due to data privacy and system limitation, sometimes, it doesn't show some data views that we need such as NPS scores per recruiter. - 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. ## Medallia Experience Cloud customer reviews Showing reviews 1-25 of 33 (page 1). ### Advantage and Disadvantage of Medallia - Overall rating: 4/5 - Reviewer: Ryan A. - Verified reviewer: Yes - Industry: Human Resources - Company size: 5001-10000 employees - Product usage: Used weekly for less than 2 years - Reviewed: June 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros I like the way it shows simple dashboards and quick reports about NPS, Satisfaction Rate, and Verbatims. #### Cons 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. #### Reasons for switching to Medallia Experience Cloud Medallia is more comprehensive and interactive to users than SurveyMonkey. --- ### Great for customer feedback - Overall rating: 5/5 - Reviewer: Kelly B. - Verified reviewer: Yes - Industry: Restaurants - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We used the feedback to improve service, ability to contact customer and offer a discount on next meal and acknowledge our associates for a job well done or help them improve. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The feedback from customers and the ability to rank our performance and acknowledge the associate. Also, if it was a complaint, we had the chance to fix what was wrong #### Cons There were times that reviews were not credited onto our account. There were a couple complaints from customers that the survey was too long. --- ### High Total Cost of Ownership - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Telecommunications - Company size: 1001-5000 employees - Product usage: Used monthly for more than 2 years - Reviewed: February 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 2/5 - Functionality: 2/5 #### Pros It just works once extensive setup is in place. #### Cons 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. --- ### Medallia wins again - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Retail - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: August 2022 - Review source details: This review was submitted organically. No incentive was offered Medallia is a magnificent product geared to reach your maximum customer service potential in your business if you’re a large corporation it’s a mistake not to use this service #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 2/5 - Functionality: 4/5 #### Pros The ability to build surveys and not only get feedback from customers but employees as well to improve the workplace #### Cons 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 --- ### Manage Customer Relations in One Place - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Hospitality - Company size: 2-10 employees - Product usage: Used daily for less than 12 months - Reviewed: July 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I am overall very satisfied with Medallia. It is perfect for dealing with customer relations across numerous websites. There is also a lot of data provided which can be useful to the organization. The interface makes the experience for the user good as information is presented well and is easy to find. The app is also a must get as it sends you a notification after a review has been left. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. #### Vendor response Thank you for your review. We continually invest in the analytical capabilities of Medallia and customer feedback, like yours, to help us prioritize our roadmap. We are in the process of adding additional features to address your feedback regarding predictive analytics. Please reach out to your Medallia success team or ask questions directly on our Help Site - https://help.medallia.com. Replied July 2021 --- ### Excellent from introduction to implementation. It was first rate. - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Product usage: Used daily for less than 2 years - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Improved performance from front line agents as well as leadership who really have embraced the new tools. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. --- ### Ease of use - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Hospitality - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The easy way to see what customers are saying and where improvements are needed. #### Cons The ease at which customers can post untruths or straight up lies. --- ### The best way to measure and record your customer satisfaction - Overall rating: 5/5 - Reviewer: Bojan G. - Verified reviewer: Yes - Industry: Outsourcing/ Offshoring - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons No issue. Many reporting capabilities. I was very happy with the product. --- ### Robust reporting to keep a pulse on what the customer thinks. - Overall rating: 5/5 - Reviewer: Celexsy A. - Verified reviewer: Yes - Industry: Retail - Product usage: Used daily for more than 2 years - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Real-time data and dashboards from multiple administration views. Filtering to exact data is easy to navigate and information is easy to share. #### Cons 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. --- ### Medallia has been a revolutionary product for our company as a whole. - Overall rating: 4/5 - Reviewer: Heidi K. - Verified reviewer: Yes - Company size: 51-200 employees - Product usage: Used weekly for less than 12 months - Reviewed: November 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. NPS score, rankings, an open platform for our members to give their honest feedback. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros 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. #### Cons 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. --- ### Medallia Review - Overall rating: 5/5 - Reviewer: Johnathan J. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 11-50 employees - Product usage: Used weekly for less than 6 months - Reviewed: July 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros Visually appealing and easy to navigate. #### Cons Learning curve may be steep for first time users --- ### Medallia is the best - Overall rating: 5/5 - Reviewer: Aaron T. - Verified reviewer: Yes - Industry: Government Administration - Company size: 1001-5000 employees - Product usage: Used daily for less than 6 months - Reviewed: July 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. --- ### Important for any customer service department/Organization. - Overall rating: 5/5 - Reviewer: Alex P. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2023 - Review source details: This review was submitted organically. No incentive was offered Excellent tool. I can have a better understanding of what customers are telling us via the surveys and what are their needs. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros 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. #### Cons When downloading reports most of the time webpage is slow as ever and it gives a hard time. --- ### Can get a little confusing - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Accounting - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Lot's of information given when looking at surveys, very helpful #### Cons 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. --- ### Customer feedback in real time - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Pharmaceuticals - Company size: 10000+ employees - Product usage: Used daily for less than 12 months - Reviewed: November 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, it allows for instant recognition of employees and the ability to analyze feedback. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons Nothing. I absolutely love it. It has great feature all around from Instant feedback to simplified customer replies... #### Reasons for switching to Medallia Experience Cloud The company made the decision. --- ### Great central location for reviewing reviews - Overall rating: 5/5 - Reviewer: Patrick M. - Verified reviewer: Yes - Industry: Hospitality - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It's a great and clean user interface that allows for quick navigation. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. --- ### Best in the space - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: December 2017 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros The most complete solution and certainly best of breed in the Net Promoter Score space Can handle the complexity of customer experience journeys. #### Cons Price Point. Only dealing with large implementation, large complex enterprises, not an SMB solution Long implementation lead times. --- ### Industry Standard for Customer Feedback - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 501-1000 employees - Product usage: Used weekly for more than 2 years - Reviewed: October 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Medallia has helped us to get customers feedback and make improvements that give customers more value. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros 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. #### Cons This software isn't the easiest to access and share among co workers, often reviews are screenshotted to be shared. --- ### Customer feedback in full - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used weekly for less than 2 years - Reviewed: July 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Fantastic on boarding and support #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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! #### Cons Harder to set up but worth it. The support team is wonderful and responsive #### Reasons for choosing Medallia Experience Cloud Fullest feature set --- ### Service agent reviews - Overall rating: 4/5 - Reviewer: Patricia P. - Verified reviewer: Yes - Industry: Financial Services - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 3/5 #### Pros 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. #### Cons 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. --- ### Very comprehensive customer experience tool - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Media Production - Company size: 10000+ employees - Product usage: Used weekly for less than 2 years - Reviewed: July 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros 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. #### Cons 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. --- ### Good window into customers experience - Overall rating: 5/5 - Reviewer: Travis S. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 5001-10000 employees - Product usage: Used weekly for less than 2 years - Reviewed: July 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The viewing of customers input is fast, simple, and always helpful. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros 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. #### Cons 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. #### Vendor response Thank you for your review. Medallia's surveys can be customized leveraging customer and event data to tailor questions to be as relevant as possible, dynamically shaping the survey to ask the most relevant questions. Question text can also be modified to be more specific, or new custom questions can be written. Our team can work with you to make sure your surveys are designed to capture the right level of insights. Please reach out to your Medallia success team or ask your question directly on our Help Site - https://help.medallia.com. Replied July 2021 --- ### Medallia helps you know and respond to your customers - Overall rating: 4/5 - Reviewer: Rita M. - Verified reviewer: Yes - Industry: Hospitality - Company size: 201-500 employees - Product usage: Used weekly for more than 2 years - Reviewed: April 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We look at how we are doing all across many social media platforms with this software, which saves time. We discuss as a team what opportunities we can control based on responses, and make action plans to address them. It has good reminder icons to help us respond in a timely manner to positive and negative reviews. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros 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. #### Cons 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. --- ### Medallia Product Review - Overall rating: 4/5 - Reviewer: Jared M. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used monthly for more than 2 years - Reviewed: July 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Medallia is very helpful in gauging how well a salesperson is actually performing with creating a quality buying experience for clients. At the end of the day the software is only as good as the quality of information users input into it, but the software itself does a nice job of creating a medium for feedback. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros 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. #### Cons 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. --- ### It is a great tool to hear what our members needs, still learning all the features that are offered. - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Performing Arts - Product usage: Used weekly for less than 12 months - Reviewed: November 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We collect a lot of insights and data from our members using this. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros 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. ## More reviews [Next reviews](https://www.softwareadvice.com/customer-loyalty/medallia-profile/reviews/?page=2) --- Medallia Experience Cloud Reviews, Pros and Cons - 2026 Software Advice