Collect Guest Surveys to Improve Operations
Medallia
4.8 (8 REVIEWS)
HT Score
unranked
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the world
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the world
Medallia
Unranked in Guest Surveys & Feedback
Customer Experience Management, Technology, Business Intelligence (DataText Analytics), Enterprise Feedback Management, Social Media, and Text Analytics
96% recommended by 6 hotels
More than 50% of Medallia’s reviews come from United States of America.
Ratings Summary
Ease of Use
4.6/5
Customer Support
4.8/5
ROI
4.5/5
Implementation
4.9/5
Recommended by
Achievements
This vendor's trending score is rising, Medallia is the #10 most trending product in the Guest Surveys & Feedback category (out of 26) and the #664 most trending product overall in the global hotel tech ecosystem. HTR assesses vendor's real time activity in the market to give buyers a sense of whether a product is gaining momentum
Learn moreMedallia’s customer support processes haven’t yet been verified by Hotel Tech Report.
Learn more about this achievement in the official press releaseThis vendor has not met the minimum criteria for the Certificate of Excellence which is awarded to vendors who exemplify transparent cultures and come highly recommended by their clients. For more information, please see the help center.
Learn about the criteria required to achieve HotelTechReport's Certificate of ExcellenceRecommended for
About Medallia
Founded in 2001 | Headquarters in San Mateo (United States) | 1300 employees
Medallia is a leading customer experience management (CEM) SaaS company. Founded in 2001, the company is trusted by some of the worlds top brands — including Nordstrom, Mercedes-Benz, Sephora, Four Seasons, PayPal, and the Zurich Insurance Group — to create experiences that customers love. Medallia enables companies to capture customer feedback across a multitude of channels and touchpoints (such as online, social media, mobile, and contact centers), understand it in real-time, and drive action everywhere ” from the C-suite to the frontline. Medallia is a Sequoia-backed company with 98% customer retention and referencabilty. Our leading SaaS Customer Experience Management offering enables our customers to achieve measurable business value as measured by increased customer loyalty, retention, and revenue. Medallia is a technology company at heart, with employees who like to create new things, and it will continue to strengthen its technology core to bring new data collection, analytics, collaboration, mobile, social, and visualization capabilities into its solution. Medallia is expanding and is looking for employees with a hunger to learn, a curiosity to understand, and the skills to develop products and deliver services that will delight our customers.
Capabilities
Medallia doesn’t have any benefits or use cases available
Features
Survey Builder
4/5 features
Delivery Channels
4/5 features
Review Generation
4/5 features
Follow-up & Resolution
4/5 features
Reporting, Analytics & Insights
4/5 features
Pricing
Pricing Available By Request
Medallia has opted not to share general pricing on their profile but you can request a quote below. Often this is an indicator that pricing is flexible so it is recommended that you obtain multiple price quotes to negotiate.
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Hotelier Rating
10
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 in
Verified
5 years ago
9
Very user friendly. There are many graphic charts that make it easy to see bench marks for guest satisfaction
Night Manager from in
Verified
5 years ago
10
Survey guests and catch bad reviews before they hit the web
Front Office Supervisor from Branded Hotel in Oakland (United States of America)
Verified
6 years ago
It’s a good program that allows guests to survey their stay prior to going to Trip Advisor or another review site. Because of this, it allows you to solve whatever problem the guest experienced before they make it known to the public.
United States of America
United States of America
Front Office Supervisor
10
Best Guest Satisfaction Tracker
Front Office Manager from 100 to 199 room Branded Hotel in Omaha (United States of America)
Verified
6 years ago
Medallia is a comprehensive Guest Satisfaction Tool and allow user to obtain real time data, comparison stats, graphical representation, text analytics, ability to customise the filters in order to focus on the exact area of improvement
United States of America
United States of America
Front Office Manager
Large Hotel
9
Nice Tool
General Manager from 500+ room Branded Hotel in San Francisco (United States of America)
Verified
6 years ago
A very good tool which allows you to analyze guest satisfaction and build an action plan to improve your score.
United States of America
United States of America
General Manager
X-Large Hotel
10
Great Tool to Find Necessary Changes
Catering Office Assistant from Branded Hotel in Point Lookout (United States of America)
Verified
6 years ago
- Provides a big picture of how the property is performing as a whole.
- Ensures that management is responding to all guest comments, positive and negative.
- Allows management to know how to adapt to their ever changing market.
United States of America
United States of America
Catering Office Assistant
10
A tool you can't live without in today's competetive landscape
Director of Hotel Operations from 100 to 199 room Branded Hotel in Asheville (United States of America)
Verified
6 years ago
Very simple to drill down and identify improvement opportunities
United States of America
United States of America
Director of Hotel Operations
Large Hotel
9
User friendly customer feedback and account management tool
Area Director, Revenue Management from 100 to 199 room Branded Hotel in San Jose (United States of America)
Verified
6 years ago
How simple and user friendly it is :-)
United States of America
United States of America
Area Director, Revenue Management
Large Hotel
- 1
It looks like Medallia is not recommended by any hotels
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Medallia hasn’t been recommended by any experts or partners yet
Learn more about expert recommendationsMore About Medallia
Medallia is a leading provider of customer experience management software-as-a-service (SaaS) solutions in the hotel industry. Their flagship product, Medallia Experience Cloud, empowers hotels to enhance customer experiences, gather valuable customer feedback, and drive overall customer satisfaction. Using Medallia, hotels can collect real-time customer feedback through various touchpoints such as surveys, messaging, and social media. The platform utilizes text analytics to extract insights from the feedback and provides a comprehensive feedback management system. This enables hotels to effectively listen to the voice of the customer and make data-driven decisions to improve their services. Medallia's integrations with other systems, such as CRM (Customer Relationship Management) and telecommunications platforms, allow seamless data flow and enhance the overall functionality of the solution. This integration also enables the measurement of key metrics like Net Promoter Score (NPS) and benchmarking against industry standards. The software provides a range of features, including API (Application Programming Interface) for easy integration, in-app feedback collection, and support for messaging platforms. It also offers comprehensive customer support and professional services to assist hotels in leveraging the software effectively. In terms of pricing, Medallia offers different packages based on the specific needs of each hotel. User reviews and Medallia reviews often highlight the platform's robust functionality and the value it brings to customer experience management. Within the hotel industry, Medallia is widely used by professionals in customer support, product management, and account management roles. These team members leverage the platform to analyze customer feedback, improve workflows, and drive retention. While Medallia offers extensive functionalities, some users may have specific dislikes or preferences regarding certain features or aspects of the software. It is advisable to review the product's FAQs and consult with the Medallia team to ensure alignment with specific requirements. Medallia provides an all-in-one solution for hotels to manage customer experience, gather and analyze feedback, and enhance employee experience. The software's robust functionality, integrations, and metrics enable hotels to make data-driven decisions and continually improve their services to meet customer expectations.
Integrations
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Support
Unverified
Medallia has not yet had their customer support processes certified by Hotel Tech Report. We recommend referencing the GCSC rubric during your demo call to make sure that this vendor has strong processes in place to support customers.
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Help Center
Product Updates
Support Not Verified
This vendor has not been GCSC Certified so Hotel Tech Report is unable to verify their support processes.
This vendor is missing critical support info
This vendor does not appear to have basic support essentials. Vendors who provide top tier support maintain a knowledge base help center and product updates changelog for customers.
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