# Medallia Experience Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Medallia Experience Cloud the right Survey solution for you? Explore 33 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/107199/Medallia-Enterprise/reviews --- Medallia Experience Cloud 4.5 (33) [View alternatives](https://www.capterra.com/p/107199/Medallia-Enterprise/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Medallia Experience Cloud Ease of use 4.5 Customer Service 4.3 ## Pros and Cons in Reviews Christain H Fresh team leadRetail, 10,001+ employeesUsed the software for: More than 2 years. “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“ August 27, 2022 AT Aaron T Program AnalystGovernment Administration, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “The software is very intuitive, and the surveys are very "clean" and easy to navigate.“ July 27, 2021 Ajay P Hotel ManagerHospitality, 2 - 10 employeesUsed the software for: 6-12 months. “The user interface is also modern and information is mostly easy to find.“ July 13, 2021 ## Showing most helpful reviews Showing 1-25 of 33 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Accounting Accounting Used the software for: 2+ years ### "Can get a little confusing" September 12, 2019 4.0 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. Review Source AT Aaron T. Program Analyst Government Administration Used the software for: Less than 6 months ### "Medallia is the best" July 27, 2021 5.0 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. Review Source JM Jared M. Digital Sales Specialist Information Technology and Services Used the software for: 2+ years ### "Medallia Product Review" July 16, 2019 4.0 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. 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. Review Source AP Alex P. Coach Customer Services Consumer Services Used the software for: 2+ years ### "Important for any customer service department/Organization. " July 21, 2023 5.0 Excellent tool. I can have a better understanding of what customers are telling us via the surveys and what are their needs. 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. Review Source VR Verified Reviewer Pharmacy manager Pharmaceuticals Used the software for: 6-12 months ### "Customer feedback in real time" November 30, 2019 5.0 Overall, it allows for instant recognition of employees and the ability to analyze feedback. 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... Review Source PM Patrick M. GM Hospitality Used the software for: 2+ years ### "Great central location for reviewing reviews" December 5, 2019 5.0 It's a great and clean user interface that allows for quick navigation. 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. Review Source VR Verified Reviewer Marketing Computer Software Used the software for: 1-2 years ### "Best in the space" December 1, 2017 5.0 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. Review Source VR Verified Reviewer Personal Trainer Health, Wellness and Fitness Used the software for: 2+ years ### "Industry Standard for Customer Feedback" October 9, 2020 5.0 Medallia has helped us to get customers feedback and make improvements that give customers more value. 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. Review Source VR Verified Reviewer Vp Computer Software Used the software for: 1-2 years ### "Customer feedback in full" July 23, 2019 5.0 Fantastic on boarding and support 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 Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Medallia Experience Cloud Fullest feature set Review Source VR Verified Reviewer Human Resources Manager Media Production Used the software for: 1-2 years ### "Very comprehensive customer experience tool" July 29, 2020 4.0 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. Review Source JB Jess B. Manager Used the software for: 6-12 months ### "Great program" July 24, 2018 4.0 Pros This is a great program to gain customers feedback from their experiences. We can also respond within this program as well!! Cons There are not many cons to this as it is a basic system where customers can share their feedback with us. Review Source Kelly B. Manager Restaurants Used the software for: 2+ years ### "Great for customer feedback" March 8, 2026 5.0 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. 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. Review Source Ryan A. Senior Reports Analyst Human Resources Used the software for: 1-2 years ### "Advantage and Disadvantage of Medallia" June 18, 2024 4.0 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. Switched from [SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) Medallia is more comprehensive and interactive to users than SurveyMonkey. Review Source VR Verified Reviewer Fresh team lead Retail Used the software for: 2+ years ### "Medallia wins again" August 27, 2022 5.0 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 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 Review Source VR Verified Reviewer Hotel Manager Hospitality Used the software for: 6-12 months ### " Manage Customer Relations in One Place" July 13, 2021 4.0 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. 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. Review Source Response from Medallia July 19, 2021 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. VR Verified Reviewer Contact Center Industry Consultant Used the software for: 1-2 years ### "Excellent from introduction to implementation. It was first rate." April 9, 2018 5.0 Improved performance from front line agents as well as leadership who really have embraced the new tools. 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. Review Source VR Verified Reviewer Front Desk Hospitality Used the software for: 2+ years ### "Ease of use " October 27, 2023 4.0 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. Review Source Bojan G. Business Development Manager Outsourcing/Offshoring Used the software for: 2+ years ### "The best way to measure and record your customer satisfaction" December 18, 2018 5.0 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. Review Source Celexsy A. District Marketing Manager, Higher Education Retail Used the software for: 2+ years ### "Robust reporting to keep a pulse on what the customer thinks." April 11, 2018 5.0 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. Review Source Heidi K. Director of Operations Used the software for: 6-12 months ### "Medallia has been a revolutionary product for our company as a whole." November 22, 2017 4.0 NPS score, rankings, an open platform for our members to give their honest feedback. 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. Review Source PP Patricia P. Office Manager Financial Services Used the software for: 2+ years ### "Service agent reviews" April 12, 2019 4.0 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. Review Source TS Travis S. Mobile Expert Telecommunications Used the software for: 1-2 years ### "Good window into customers experience" July 10, 2021 5.0 The viewing of customers input is fast, simple, and always helpful. 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. Review Source Response from Medallia July 19, 2021 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. RM Rita M. Activities Manager Hospitality Used the software for: 2+ years ### "Medallia helps you know and respond to your customers" April 22, 2021 4.0 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. 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. Review Source VR Verified Reviewer Dance Instructor Performing Arts Used the software for: 6-12 months ### "It is a great tool to hear what our members needs, still learning all the features that are offered." November 28, 2017 4.0 We collect a lot of insights and data from our members using this. 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. Review Source SP Samuel P. Digital Marketing Strategist Marketing and Advertising Used the software for: 6-12 months ### "Simple Tool Great Results" September 12, 2019 5.0 For a lot of industries, return on feedback is difficult. This tool has helped us increase that return. Pros It's really easy for users to request feedback from customers. The format is for the most part fool proof and self explanatory. Cons We've come across issues with having completed reviews feeding into our website. We've been having integration challenges for some time. Review Source Similar Products Featured ## Related categories [Survey](https://www.capterra.com/survey-software/)[NPS](https://www.capterra.com/nps-software/)[Employee Engagement](https://www.capterra.com/employee-engagement-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.