Medallia Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines a voice of the customer (VoC) platform as one that integrates feedback collection, analysis and action into a single interconnected platform that helps understand and improve the customer experience. Sources of feedback extend beyond direct surveying to include other, more indirect and inferred sources. VoC platforms enable leaders responsible for functions such as customer service, marketing, or sales to better manage the customer experience (CX) through a deep understanding of customer needs, motivations, goals and behaviors. The resulting insights trigger recommendations and actions across the enterprise.

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Voice of the Customer Platforms

Medallia Experience Cloud

Medallia Strikedeck (Legacy)

Medallia

Customer Service & Support Associate

The product offering from Medallia is very comprehensive and suitable for modern digital feedback programs. They have a variety of survey types/templates, and employees that are knowledgeable about their product as well as best practices for customer feedback collection. Not nearly as expensive as other companies with almost the exact same offering.

3B - 10B USD

1B - 3B USD

500M - 1B USD

30B + USD

50M - 250M USD

10B - 30B USD

250M - 500M USD

<50M USD

Gov't/PS/ED 5,000 - 50,000 Employees

Data and Analytics Manager

I'm 20+ years in mkt res.  We recently transitioned to Medallia. Seems like many Q types that are common practice can't be done in Medallia. Terrible

Research and Development Manager

We have been working with the Medallia team for past 6-7 years, and the platform has played a key role in enhancing our CX program. It has enabled us to engage with the customers in a timely manner, leverage multiple channels for data collection, and efficiently analyze data to identify the root cause.
Additionally, the platform supports the implementation of the actionable insights across the organization. Its flexible reporting capabilities, along with advances TA and sentiment analysis, makes it easier to derive meaningful insights from both - structured and unstrctured feedback.

Qualtrics

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SurveyMonkey

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Forsta

NICE Satmetrix--

NiCE

InMoment (MaritzCX)

Alchemer

QuestionPro

CustomerGauge

SurveyLab

Cisco Systems

Alida

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Reputation

SmartSurvey

Hotjar

Upland

Sprinklr

SurveySparrow

Questback

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ibex

Wonderflow

Founded in 2001 and headquartered in Pleasanton,CA, Medallia is a provider of an integrated SaaS-based customer and employee experience mgt solution. The company offers an AI/ML-powered platform titled Medallia Experience Cloud™ which helps organizations gain actionable customer and employee insights and drive intelligent decisions. The platform helps organizations to understand the customer and employee journey, anticipate needs, predict behavior, and improve outcomes. The key component of MEC include comprehensive omni- channel feedback capture in a unified platform, unstructured data analysis, predictive and action-oriented analytics, real-time and personalized reporting, risk scoring and self-service.

Medallia also provides digital and experience orchestration solutions which serve as a unifying technological layer that acquires knowledge, comprehends data, and manages customer journeys and dialogues .Additional Medallia services include BI, Social Listening, and Contact Center. 


Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment.

Reviews

Ratings Overview

Overall experience with

Favorable Review

Strong potential with Gen AI, opportunity to simplify self-service features

Critical Review

Limitations Found in Medallia for Standard Market Research Question Formats

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