Medallia

Ranked 7 (out of 25) in Guest Surveys & Feedback

Guest Surveys & Feedback

Customer Experience Management, Technology, Business Intelligence (DataText Analytics), Enterprise F...

Ratings Snapshot

Certificate of Excellence
Read 8 reviews
96%
Recommend
HTR Score icon
HT SCORE
13 out of 100
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 more
Profile indicator arrow
Medallia has fewer than 10 reviews in the past 6-months.

Learn more about review recency →
Reviews Summary

Ranked #7 out of 25 in Guest Surveys & Feedback

Ease of Use
4.6/5
ROI
4.5/5
Implementation
4.9/5
Customer Support
4.8/5
Verified Customer Support

Medallia’s customer support processes haven’t yet been verified by Hotel Tech Report.

Learn more
Most popular for
  • Branded Hotels Leader: GuestRevu
    97%
    6 verified reviews
  • Airport/Conference Hotels Leader: Loopon
    100%
    1 verified reviews
  • City Center Hotels 1 verified reviews
    90%
    1 verified reviews
  • Luxury Hotels 1 verified reviews
    90%
    1 verified reviews

Medallia Overview

Top Alternative: Revinate (Surveys)

Medallia Overview

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 (s...

About Medallia

Founded in 2001 | Headquarters in San Mateo United States | 1300 employees

Medallia (NYSE: MDLA) is the pioneer and market leader in Experience Management. Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads ...

1/1

Integrates with

  • Hotel CRM & Email Marketing
  • Property Management Systems
  • Rate Shopping & Market Intelligence
Browse integrations (4 verified)

Pros & Cons

Like 96% recommend

Catering Office Assistant in Point Lookout (United States)

- 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 changi...

Area Director, Revenue Management in San Jose (United States)

How simple and user friendly it is :-)

Night Manager in Las Vegas (United States)

The user friendless of the software, the ability to track guest service recovery across different departments, the ability to track recovery costs.

General Manager in San Francisco (United States)

Improvements have been done with the last update of the system, no real problems, you would just need some time to understand how it works

Director of Hotel Operations in Asheville (United States)

Time it takes to train staff to use the tool

Area Director, Revenue Management in San Jose (United States)

Read Reviews

Expert Q&A and Partner Recommendations

Recommend empty

Medallia hasn’t been recommended by any experts or partners yet

Learn more about expert recommendations
Recommended by

Find the perfect fit

Want to find out if Medallia is the best fit for your hotel?

Take the Quiz
Quiz image profile

GETTING STARTED

Download the 2021 Guest Surveys & Feedback buyer’s guide

Free download
Buyers cover image buyes image guides

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

Active Markets

MARKETS SERVED
  • Central America
  • Antarctica
  • Oceania
  • North America
  • South America
  • Europe
  • Asia Pacific
  • Middle East
  • Africa
VERIFIED MARKETS
  • United States of America

8 Verified Medallia Reviews

Likelihood to Recommend
Filter by property type
Filter by geography
notification
Low review volume alert

This vendor is 100% below the category average..

Arrow down notification
Declining share of voice

This vendor has fewer recent reviews than average compared to other top Guest Surveys & Feedback providers. It is advised that you ask for recent references before proceeding.

February 08, 2018

Medallia Review: Medallia is fairly intuitive, but does take some time to get acclimated. It is incredibly convenient to have a...

Chef concierge

Recommend 10/10
Full blue star
Full blue star
Full blue star
Full blue star
Full blue star

What do you like most?

I like being able to quickly reply to all social media reviews at once, rather than having to check multiple outlets. It saves a great deal of time and means that feedback monitoring can more easily be do...

What do you dislike or think could be improved?

While the system is intuitive to me, I have heard from older colleagues that it can be a bit overwhelming. They feel that it offers too many options. I suppose the con for me personally would be that when...

Customer Support
n/a
Ease of Use
4
Value for money
4
Implementation
5

February 06, 2018

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

Night Manager

Recommend 9/10
Full blue star
Full blue star
Full blue star
Full blue star
Half blue star

What do you like most?

The user friendless of the software, the ability to track guest service recovery across different departments, the ability to track recovery costs.

What do you dislike or think could be improved?

There isn't a central location to grab qualitative survey answers, you must click on every survey to read any feedback.

Customer Support
5
Ease of Use
5
Value for money
4
Implementation
5

November 03, 2017

Medallia Review: Survey guests and catch bad reviews before they hit the web

Front Office Supervisor from Branded Hotels in Oakland (United States of America)

Recommend 10/10
Full blue star
Full blue star
Full blue star
Full blue star
Full blue star

What do you like most?

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 ...

What do you dislike or think could be improved?

Some of the templates are antiquated and could use an update. Also, although it keeps track of guest satisfaction, it is very difficult to discern how it comes to those numbers and can sometimes feel li...

Customer Support
4
Ease of Use
4
Value for money
n/a
Implementation
5

October 03, 2017

Medallia Review: Best Guest Satisfaction Tracker

Front Office Manager from Branded Hotels in Omaha (United States of America)

Recommend 10/10
Full blue star
Full blue star
Full blue star
Full blue star
Full blue star

What do you like most?

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 ...

What do you dislike or think could be improved?

Although everything in Medallia is relevant and user friendly however there can be an option to have a real time chat with customers who are online i.e. in process to fill medallia survey

Customer Support
5
Ease of Use
5
Value for money
4.5
Implementation
5

September 09, 2017

Medallia Review: Nice Tool

General Manager from Branded Hotels in San Francisco (United States of America)

Recommend 9/10
Full blue star
Full blue star
Full blue star
Full blue star
Half blue star

What do you like most?

A very good tool which allows you to analyze guest satisfaction and build an action plan to improve your score.

What do you dislike or think could be improved?

Improvements have been done with the last update of the system, no real problems, you would just need some time to understand how it works

Customer Support
4.5
Ease of Use
3.5
Value for money
4
Implementation
4.5

September 05, 2017

Medallia Review: Great Tool to Find Necessary Changes

Catering Office Assistant from Branded Hotels in Point Lookout (United States of America)

Recommend 10/10
Full blue star
Full blue star
Full blue star
Full blue star
Full blue star

What do you like most?

- 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 t...

What do you dislike or think could be improved?

- There is no month end recap email detailing the ups and downs of the month. - To be overly critical; there is no way to respond to third party reviews from Medallia's site.

Customer Support
5
Ease of Use
5
Value for money
5
Implementation
5

Pricing

Profile empty

Medallia hasn’t disclosed their pricing plans. It is advised that you ask for a reference to ensure competitive pricing

Recent News & Content

Resources & reports

View all

Popular Medallia Integrations

View all (4 Medallia Integrations)