Hootsuite vs. Medallia vs. Trustpilot: Which is a Better Fit?

Hootsuite

Other

Notifications
Social review tracking
Service Recovery/Escalation
Guest Feedback Management
Case Management

Streamline operations & drive service excellence. Ensure the timely resolution of issues that negatively impact guests’ stays and create remarkable experiences to exceed their expectations and drive positive reviews.
Marketing dashboard

Monitor results and manage campaigns
Facebook Integration
Instagram Integration
Twitter Integration
Linkedin Integration
Mobile App

Medallia

Survey Builder

On-site/In-Stay Surveys
Customizable questions
Conditional logic

Use conditional logic to display or hide survey questions based on the guest's response.
Segmented surveys

Send customized Segmented Surveys to specific audiences based on PMS or contact list criteria.
Responsive surveys
Net Promoter Score (NPS)
Guest satisfaction surveys

Delivery Channels

SMS Text Based Surveys
On-site/In-Stay Surveys
Pre-arrival Surveys
Mobile Access
Guest room TV or tablets
Email

Review Generation

Review Routing
Certified TripAdvisor Review Collection Partner
Social review tracking
SMS text review collection

Follow-up & Resolution

Case Management/Ticketing System
Real Time Alerts
Assign alerts to departments
In app email response
In app call back

Reporting, Analytics & Insights

Analytics & Sentiment Analysis
Flexible role based reporting
Social review tracking

Other

Notifications
Social review tracking
Service Recovery/Escalation
Guest Feedback Management
Case Management

Streamline operations & drive service excellence. Ensure the timely resolution of issues that negatively impact guests’ stays and create remarkable experiences to exceed their expectations and drive positive reviews.
Marketing dashboard

Monitor results and manage campaigns
Facebook Integration
Instagram Integration
Twitter Integration
Linkedin Integration
Mobile App

Trustpilot

Survey Builder

On-site/In-Stay Surveys
Customizable questions
Conditional logic

Use conditional logic to display or hide survey questions based on the guest's response.
Segmented surveys

Send customized Segmented Surveys to specific audiences based on PMS or contact list criteria.
Responsive surveys
Net Promoter Score (NPS)
Guest satisfaction surveys

Delivery Channels

SMS Text Based Surveys
On-site/In-Stay Surveys
Pre-arrival Surveys
Mobile Access
Guest room TV or tablets
Email

Review Generation

Review Routing
Certified TripAdvisor Review Collection Partner
Social review tracking
SMS text review collection

Follow-up & Resolution

Case Management/Ticketing System
Real Time Alerts
Assign alerts to departments
In app email response
In app call back

Reporting, Analytics & Insights

Analytics & Sentiment Analysis
Flexible role based reporting
Social review tracking

Other

Notifications
Social review tracking
Service Recovery/Escalation
Guest Feedback Management
Case Management

Streamline operations & drive service excellence. Ensure the timely resolution of issues that negatively impact guests’ stays and create remarkable experiences to exceed their expectations and drive positive reviews.
Marketing dashboard

Monitor results and manage campaigns
Facebook Integration
Instagram Integration
Twitter Integration
Linkedin Integration
Mobile App

What Customers Are Saying

Most Recent Review

It's easy to manage several social media platforms on one page as well as get detailed analytics on your performance and your competitors.

Marketing & Social Media Manager from Auburn (United States)

Medallia is fairly intuitive, but does take some time to get acclimated. It is incredibly convenient to have access to both Medallia surveys and social media reviews all in one place.

Chef concierge from Houston (United States)

Trustpilot doesn’t have any clients that have vouched for the product

Most Positive Review

Nice Tool

General Manager from San Francisco (United States)

Most Critical

Helpful, but could do without

Social Media and Marketing Manager from Seattle (United States)

Very user friendly. There are many graphic charts that make it easy to see bench marks for guest satisfaction

Night Manager from Las Vegas (United States)

References