Medallia

Overview

Medallia pulls together feedback from surveys, phone calls, social media, digital interactions, and video into one platform. Its AI tools then surface themes, identify root causes, and generate suggested responses without requiring a data analyst on your team. The platform includes unlimited users, role-based reporting, automatic alerts, and closed-loop case management. A Forrester study cited a 185% three-year ROI and $15 million saved through tech consolidation for enterprise customers. Medallia uses an Experience Data Record pricing model, which charges based on customer and employee interactions rather than the number of users or survey responses. That structure works well for organizations with large teams who need broad access to insights. Gartner named Medallia a Leader in its 2026 Magic Quadrant for Voice of the Customer Platforms. Customers include PetSmart, Airbnb, Best Western, H&R Block, Johnson and Johnson, and MetLife.

Features

• AI-generated response suggestions for customer feedback
• Automatic theme detection across text and survey data
• Root cause analysis without manual analyst work
• Closed-loop case management with automatic alerts
• Unified signal capture across surveys, speech, social, digital, and video

Best for

Medallia fits mid-to-large businesses that interact with customers across multiple channels and need one system to track and act on all that feedback. It works best for organizations with dedicated CX or operations staff who can act on the insights the platform surfaces.