# Medallia Agent Connect Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Medallia Agent Connect the right Customer Satisfaction solution for you? Explore 18 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/181460/Stella-Connect/reviews --- Medallia Agent Connect 4.9 (18) 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 Agent Connect Ease of use 4.9 Customer Service 4.9 ## Showing most helpful reviews Showing 1-18 of 18 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Farrah A. Continuous Improvement Specialist Telecommunications Used the software for: 1-2 years ### "A great survey tool" May 31, 2023 4.0 Its been great, expensive and lacks a few intergrations but the support team will assist on custom setups Pros I like the option to add pics of the agents and custom bios Cons i want to be able to have multiple surevys for each area Reason for choosing Medallia Agent Connect It includes a QA tool and agent coaching Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Freshdesk doesnt have much customisation on the surveys Review Source MR Mark R. Customer Experience Manager Food & Beverages Used the software for: 2+ years ### "Gold Standard for CSAT" July 19, 2021 5.0 We had a better response rate from 11% to greater than 45%. This is important for us to capture feedback and see how our contact center is doing in terms of CSAT. The deployment to day-to-day usage has been great and this doesn’t require a specific team to maintain. Pros We had a much better CSAT survey response rate (>45%). It is lightweight, easy to set up, and most importantly, humanizes the interaction between the agent and the customer. We love how easy it is for the customer to rate and reward an agent. Cons I couldn’t think of any. It’s feature set is everything we need to complement our CSAT performance. Perhaps if Stella can produce an expanded feature where we can send surveys and measure our NPS, we’ll be a customer for that feature too. Switched from [SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We switched from Zendesk because the feature for CSAT survey is limited. We switched from Survey Monkey because we didn’t have a high response rate and the reporting isn’t real time. Review Source ET Eric T. Customer Insights Retail Used the software for: Less than 6 months ### "Great product for deeper CSAT and QA insights" March 6, 2020 5.0 Overall, the experience was quite positive. The Stella team is fantastic and was very helpful throughout the process. They want to be a partner to the business and it shows Pros Measuring CSAT is a critical part to our Customer Support team and Stella is more engaging than other vendors on the market. They also rolled out a QA suite so we can have our QA and CSAT in one place. Cons The QA functionality is very limited compared to other QA platforms but it does the job and more features are on the roadmap Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk CSAT is limited and just thumbs up, thumbs down. It is not sufficient for in-depth assessments on quality Review Source JVR Jaime Valeriano R. Customer Service Representative Consumer Services Used the software for: Less than 6 months ### "The Application that Helps me to Improve as a Customer Service Representative" May 30, 2024 5.0 Medallia Agent Connect is a helpful tool of improving agents performance. It gives us an opportunity to keep track of our key performance indicator and goals. It also gives a chance to our team leader and quality assurance team to listen to our calls and identify our strength and weaknesses, which is helpful when they will be going to give us feedback. Even though there are some times that it is down, but still it is tolerable because that rarely happens. Pros What I like with Medallia Agent Connect is how real-time I got the feedbacks from the customer which includes their rating and comments to my service to them. Also, our team leader has an access to those surveys that are considered negative which is helpful when our team leader will review what happened during the call. This software is helpful on coaching with our TL too, since our leader has the opportunity to listen to our calls in advance. When the time that we will be going to have a meeting, he will share to us what are the things to improve and will share his techniques on how to make that specific interaction into a positive one. This software also gives us an opportunity to listen to our call that has audited by our quality assurance team. There is a part of the application where I can listen to the call and the feedback of our QA team is there as well, which is very helpful because I am able to reflect while listening to my own call. Cons What I didn't like about it is there are some rare moments that it is not working. But for 5 months of working with my company and we are using this software daily, it is still countable as my fingers on one hand on how many did this software is not working. Kind of making me anxious when I am aware with my KPIs for a while. Review Source VR Verified Reviewer Customer Service agent Consumer Goods Used the software for: 6-12 months ### "Stella help me feel like a CS Star🌟" October 6, 2022 5.0 It is Great helps me feel motivated everytime i Open Stella it show me a glance of a 5 stars Review and help me feel Appreciated. Pros How Great it feels to Open Stella, I've never Been a competitive person since I start using this. I wanna be the Best at My CSAT and be showcasted in the Top performes in Stella :) is very user friendly and easy yo learn also You may place a profile picture that customers Will get when the are asked For feedback Cons Sometimes it is a littlebit confusing on the menú part as it have the same colors so I'll Say UI design may improve a little bit more. Review Source MS Marisol S. Customer Service Agent Consumer Goods Used the software for: 6-12 months ### "Stella Connect review" August 19, 2022 5.0 Our business relies on consumers' confidence, knowing what makes them feel upset or happy is useful for us. Stella Connect offers us our Areas of Excellence and our Areas to Improve, knowing those facts is invaluable for our development as customer service agents. Pros The feature most impactful is the leaderboard, being in the top 10 gives me prizes with the company. It is easy to use and navigate and is friendly software. An email arrives every time my QA makes a review, so I can see it right away. Cons Actually, I do not have any complaint about this software, it is easy to use and complement perfectly with Gladly. It offers a lot of information, all in one site. Review Source JM Justin M. Project Implementation Specialist Consumer Goods Used the software for: 1-2 years ### "Stella Connect for Business" May 24, 2022 5.0 Overall, Stella is one of the best tools we've used to receive direct, real-time feedback from our customers on how our customer service department is servicing them. Stella's reward setup also allows us to make the process fun for our agents, who we see actively reviewing their feedback on a daily basis and tracking their reward progress. Pros Stella Connect is incredibly easy to use and provides real-time, actionable feedback to our agents and management teams on how we are servicing our customers. We are able to follow-up immediately with customers who did not receive the service they were expecting to correct the issue. We also use Stella to provide rewards to our agents, pushing them to provide the best service possible. Cons Would be nice if it was better integrated with our phone system, rather than relying on having a customer's email address on file to send a survey via email. Review Source RN Raiza N. Manager Health, Wellness and Fitness Used the software for: 2+ years ### "Stella Connect Review" January 13, 2023 5.0 Stella Connect definitely helped us address our previous deficiencies in measuring customer satisfaction. Pros Stella Connect gave us the ability to measure our customers' satisfaction and it is customizable in a way that we are able to align our Customer feedback surveys and Quality Assurance metrics with our goals. Cons Not being able to completely delete deactivated agents/users in the reports lists. Not being able to see audit logs for each user. Review Source Jessie B. Fit Stylist Consumer Services Used the software for: 6-12 months ### "Helpful site to receive ratings at work." July 17, 2019 5.0 Stella Connect has been a good experience overall, it is helpful fi you have a competitive nature and like to self compete with your coworkers. Pros I like how Stella Connect shows you your review score, how many people have reviewed you and now ha a streamlined view of all your ratings organized by 5 stars, 4 stars, 3 stars, 2 stars and 1 star. This is helpful in seeing how many of each the you have received. It also allows you to see what specific ares you can improve on as well as see reviews that customers have left for you. There is also a leaderboard, where you can see who has the best score out of all of your co-workers. I also really like the strawberry icon that appears when you have new reviews. Cons You can see what reviews customers leave for you and they may or may not be negative, this can lead to a desire to check them often and focus on them. The software is great, sometimes customer options aren't great when it pertains to you doing your job. Review Source AT Aicel T. Customer Experience Team Lead Outsourcing/Offshoring Used the software for: 6-12 months ### "Stella Connect is a game changer." February 11, 2023 5.0 Pros Stella Connect has been a huge help in my team’s progress in quality and performance, even their reward system boosts the team’s energy! Cons I used to get a little confused in the 1:1s feature at first but their team is very helpful. Review Source VR Verified Reviewer Director of Customer Care Retail Used the software for: 2+ years ### "The best CSAT and experience gauging tool hands down. " May 7, 2020 5.0 The overall experience with Stella Connect has been top-notch. highly recommended. Pros Stella Connect is one of if not the best CSAT tool on the market. Not only is the tool amazing but the team and Stella are amazing. Cons Nothing, there is nothing I dislike about this software. They continue to add new features and are consistently reaching out asking what they can do to support our teams. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk is garbage Review Source AS Alexis S. CSR Consumer Services Used the software for: 2+ years ### "Without a doubt, the best tool for measuring CSAT and experience." February 18, 2023 5.0 Generally speaking, Stella is one of the greatest methods we've used to obtain a real-time, in-the-moment review from our customers on how we as a customer service personnel is treating them. Pros The tool has a good interface and is simple to use. Every time my QA reviews one of my tickets, I receive a notification email. I really like the concept of adding your biography and occasionally updating your photo. Cons I have no complaints about this tool whatsoever. They keep making updates and adding new features, and they keep getting in touch to see how they can help our organizations. Review Source AJM April Jae M. Customer Service Representative Consumer Services Used the software for: 2+ years ### "A Review for Stella Connect" February 1, 2023 5.0 The tool is easy to navigate, perfect in coaching logs and shows details like Performance for the last 30 days. Shows company trends, tabs for QA Scores, leaderboards, and coaching logs, plus we can filter out information we need to show in one screen. Pros The tool post real-time feedback and it also adds a link to where the feedback originates. Perfect for monitoring your scores. Cons There is none so far. This toot is definitely perfect for monitoring scores and coaching logs. Review Source WC William C. Customer Experience Advisor, Level III Consumer Goods Used the software for: 1-2 years ### "Track employee feedback with ease!" May 23, 2022 5.0 Pros Love that I can filter responses by date, rating, and channel. The ease of use is a really big factor, and the UI is easy to look at and understand. Cons Really, I have absolutely no complaints. Stella Connect is never down for maintenance and I never experience any errors when using the program. Review Source EG Edgar G. Customer service Furniture Used the software for: 6-12 months ### "Overall really good " March 6, 2023 5.0 Pros The easy that his for the customers to rate us and how fast the evaluation comes in Cons There is nothing that I dislike from this product Review Source JV Jane V. Customer Service Leads Retail Used the software for: 2+ years ### "Needs more choices" March 3, 2022 4.0 Pros It's easy to review the call or interaction you had with the customer. Cons Often the customer chooses to leave a bad score for the associate when their real gripe is with the company or situation. Review Source LR Lydio R. Quality Control Internet Used the software for: 1-2 years ### "Good" July 21, 2022 5.0 Pros It is very easy to use and simple. a Cons It needs better settings in relation to themes. Review Source AF Anneliese F. Customer Experience Retail Used the software for: 6-12 months ### "Useful Tool for Customer Satisfaction Surveys" May 6, 2021 5.0 I use this multiple times per day. Provides customer feedback in a simple, straightforward way. Pros Extremely easy to use and navigate. Very clear to understand star ratings, syncs perfectly to the ticketing software Cons I think all aspects of Stella Connect work great! Review Source Similar Products Featured ## 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.