Name: Medallia
Brand: Medallia

Tool Introduction

Medallia delivers an enterprise-grade experience management platform that helps organizations capture, analyze, and act on feedback from customers, employees, citizens, and patients. The platform uses artificial intelligence (AI) and machine learning to process billions of experience signals across multiple channels. This enables companies to understand and improve experiences at scale. Medallia supports a culture of continuous improvement by turning feedback into actionable insights that drive loyalty, business growth, and operational excellence. Trusted by many of the world’s top brands, Medallia has gained recognition for innovation and impact across industries.

Demo Available?

Medallia offers sales demos by request through a contact form requiring business details.

Tool's Accuracy

User reviews highlight high accuracy in sentiment analysis and feedback aggregation for large-scale use. Medallia’s AI features synthesize unstructured data effectively, though accuracy may vary by data quality and customization.

Aggregate Rating

4.4/5 stars (estimated from informal sources and limited reviews).

Detailed Overview

Enterprise platform for multi-channel feedback capture, real-time analytics, and automated action planning at massive scale.

What Medallia Does

Medallia collects experience data across web, mobile, social media, voice, video, IoT devices, and messaging platforms. It analyzes this input using proprietary AI for real-time insights. The system offers predictive analytics and recommends actions automatically. Closed-loop workflows help resolve issues quickly while tracking impact over time. Medallia integrates with enterprise tools like CRM or HRIS systems and delivers role-based dashboards to support decisions at every level.

Who Medallia is for

Medallia is designed for CX and EX leaders; operations, HR, marketing teams; product managers; IT professionals; executives; and frontline staff. It serves large enterprises with complex customer or employee ecosystems but also fits mid-sized businesses needing advanced feedback tools.

Top Differentiators

Processes billions of signals globally.
Uses proprietary AI for predictive analysis.
Captures multi-format feedback including video and IoT.
Automates closed-loop issue resolution.
Deep integration with platforms like Salesforce or Workday.
Offers tailored solutions for verticals like retail or healthcare.
Adopted by seven of the Fortune 10 brands.
Supports social impact through initiatives such as Medallia.org.

Introductory Video

Founding Year

2001

Target Industry

B2B, Enterprise, SMB, Retail, Financial Services, Healthcare, Hospitality, Automotive, Public Sector, Technology, Telecommunications, Travel & Transportation, Education

Available Integrations

ServiceNow: Supports bi-directional data sync with ITSM, CSM, and HRSD workflows using a certified application.
Microsoft Dynamics 365: Enables event-driven feedback, stores insights in Dynamics, and uses Power Automate for surveys.
Slack: Sends real-time feedback alerts and supports team collaboration on experience issues.
Invoca: Links voice interaction data with customer feedback for enhanced call analytics.
Digital Experience Analytics Tools: Connects with A/B testing platforms to support experimentation and collect user feedback.
Web, Mobile, Email, SMS Channels: Triggers surveys based on user actions or system events for multi-channel feedback collection.
APIs and Webhooks: Provides RESTful APIs to build custom integrations and automate data flows.

Medallia Experience Cloud uses an annual Experience Data Record (EDR) pricing model. An EDR includes all data tied to a single interaction between a customer or employee and a company.

Pricing is based on annual volume tiers of EDRs. The model provides access to the full platform without extra charges for specific features or channels.

EDR-Based Pricing: Annual subscription based on volume of Experience Data Records collected.

Each plan includes:

Access to hundreds of signal types, including surveys, speech, social, digital, and video feedback.
Advanced analytics with Medallia AI, text analytics, and speech analytics.
Workflows with unlimited users and personalized role-based reporting.
Automatic alerting, case management, and closed-loop feedback tools.
Security features such as anti-cheating engine, PII detection, admin suite, developer portal, and sandboxes.

The pricing structure supports predictable costs and scales across business needs without requiring separate contracts.

Pricing last verified: 01/16/2026
Official Source: https://www.medallia.com/pricing/
Disclaimer: Pricing is subject to change. Please confirm current pricing on the vendor site.

Features & Specs

Feedback Capture: Collects input via web forms, mobile apps, SMS texts, email surveys, social channels, voice calls, videos, IoT devices.
AI & Machine Learning: Analyzes sentiment patterns; detects themes automatically; predicts key trends or issues.
Real-Time Analytics: Dashboards refresh instantly as new data arrives to enable immediate response.
Closed-Loop Workflows: Routes problems to the right teams with follow-up tracking built in.
Customizable Reporting: Filterable dashboards tailored by user roles; export options available.
Integration: Works with CRMs like Salesforce and HRIS platforms such as Workday via APIs/SDKs.
Scalability: Handles billions of inputs quarterly; supports many users across dispersed locations.
Supported Formats: Accepts structured surveys plus unstructured text/audio/video/IoT signals.
Performance Design: Prioritizes high uptime and low latency under demanding workloads.
Mobile Support: Native apps allow field teams to collect data or view reports on the go.
Action Intelligence: Offers auto-generated recommendations based on trends in incoming feedback.
Role-Based Access Control (RBAC): Enables secure access rules aligned to team structures or job functions.
APIs/SDKs: Public interfaces let you build custom integrations or automate workflows easily.
Data Retention/Deletion: Configurable controls help meet compliance needs

Security & Compliance

Encryption: Data encrypted in transit and at rest using industry-standard protocols.
SSO/SCIM: Single Sign-On (SSO) and SCIM supported for secure authentication.
RBAC: Role-Based Access Control ensures granular permission settings.
Data Retention: Configurable policies support regulatory compliance.
Certifications: SOC 2 certified; Fair Pay Workplace Certified.
Privacy Compliance: Adheres to GDPR; emphasizes ethical data use.
Risk Management: Regular audits and vulnerability assessments conducted.
Incident History: No major public security incidents reported.
Infrastructure: Supports regional data residency requirements with global operations footprint.

Industry Use-Cases

Retail

Medallia captures real-time feedback from multiple retail touchpoints. AI highlights issues like long wait times. Store managers act quickly, reducing churn and boosting loyalty.

Corporate teams use Medallia to benchmark locations. Best practices are scaled to standardize experiences and improve Net Promoter Scores (NPS).

Financial Services

Feedback from digital banking users is analyzed by Medallia to find adoption barriers. Product teams then improve usability and increase engagement.

Medallia tracks compliance-related concerns through customer feedback. Alerts help teams address issues early, maintaining trust and avoiding penalties.

Healthcare

Medallia analyzes patient feedback on scheduling delays. Administrators use insights to fix bottlenecks, improving satisfaction and efficiency.

Employee feedback reveals burnout triggers. HR implements wellness programs with Medallia’s guidance, supporting retention and care quality.

Hospitality

Guest feedback from various sources is centralized by Medallia. Urgent issues are flagged in real time for quick resolution, improving reviews and occupancy.

Service delivery gaps across properties are tracked by Medallia. Training is tailored based on insights, ensuring consistent guest experiences.

Automotive

Service visit feedback helps dealerships identify pain points. Issues are routed for action, increasing satisfaction and loyalty.

Owner-reported defects are collected via Medallia. Engineering uses this data to prioritize fixes that protect brand perception.

Public Sector

Citizen input across channels reveals service inefficiencies. Agencies use insights from Medallia to improve processes and build trust.

Public employees share engagement feedback through Medallia’s platform. HR enhances workplace culture using these insights to support service excellence.

Tool's Alternatives

Qualtrics
Offers advanced survey tools, AI-driven text analytics, and unified CX/EX management. It supports complex research needs but may require more effort to configure.

InMoment
Delivers real-time VoC insights using AI-based sentiment analysis. It promotes action across organizations but has fewer options for survey customization.

Verint
Focuses on omnichannel engagement and speech analytics. It suits complex service operations but may be harder to learn and use effectively.

AskNicely
Specializes in NPS surveys with fast deployment. It emphasizes frontline engagement but lacks the enterprise-scale features of larger platforms.

SurveySparrow
Uses conversational surveys and automation features. Its analytics depth and integrations are narrower than Medallia’s.

GetFeedback
Optimized for Salesforce users with targeted CX tools. Outside that ecosystem, its capabilities are more limited.

Frequently Asked Questions

What types of feedback can Medallia capture and analyze?
Medallia collects feedback from web, mobile, email, SMS, social media, voice calls, videos, IoT devices, and messaging. It processes both structured surveys and unstructured data like text or audio using AI.

How does Medallia use artificial intelligence in its platform?
Medallia’s AI detects sentiment patterns, surfaces themes automatically, predicts issues early, and recommends actions. It helps organizations respond faster and improve experiences based on real-time signals across channels.

Which systems integrate with the Medallia platform?
Medallia integrates with tools like Salesforce, Workday, ServiceNow, Microsoft Dynamics 365, Slack, Invoca, and A/B testing platforms. APIs and SDKs allow custom integration or automation as needed.

What industries typically use Medallia’s solutions?
Industries using Medallia include retail, financial services, healthcare, hospitality, automotive, public sector, technology, education, travel and transportation. The platform supports both B2B and B2C organizations at enterprise scale.

Does Medallia support secure access controls for different teams?
Yes. Role-Based Access Control (RBAC) lets administrators assign permissions by job function or team structure. This ensures users only access relevant dashboards or reports securely.

Is there a limit to the number of users per plan?
All pricing tiers include unlimited users without extra charges. Plans also cover analytics features, workflow automation tools, alerts management systems, and enterprise-grade security capabilities.

How does Medallia help close feedback loops?
Closed-loop workflows route problems to the right teams automatically. These workflows track follow-ups over time so teams can resolve issues efficiently while measuring impact on experience metrics.

Is Medallia suitable for large-scale data environments?
Yes. The platform handles billions of experience signals quarterly across dispersed locations. It is designed for high performance under demanding workloads with fast dashboard refresh rates.

What security standards does the platform follow?
Data is encrypted in transit and at rest using industry-standard protocols. The platform is SOC 2 certified and GDPR compliant. It supports SSO/SCIM authentication and regional data residency requirements globally.

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Medallia

Empowering organizations to turn every experience into a strategic advantage.