MedalliaCustomer Success for small business — Medallia fits mid-to-large businesses that interact with customers…
Medallia collects every customer and employee signal, applies AI to the data, and gives your team clear actions to improve experiences and grow revenue.
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Pricing
Model: Experience Data Record (EDR) model: one unit equals all data associated with a discrete interaction between an end-customer or employee and a company. EDR pricing covers signal capture, analytics, workflows, and security and self-service capabilities on a single platform. Priced in annual tiers. No per-user or per-survey-response charges. No separate contracts per channel or experience program.
Terms: Annual tiers. No free trial mentioned in sources. No published minimum. Billing cadence not specified beyond annual tiers.
Pricing published by Medallia, verified July 4, 2026. Prices change. We keep listings current but cannot capture every update in real time.
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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.
Why this SMB score
Medallia delivers proven enterprise-grade results, but its custom pricing, enterprise focus, and complexity make it a poor fit for most small businesses with limited budgets and no dedicated CX team.
Frequently asked questions
- What is Medallia?
- Medallia collects every customer and employee signal, applies AI to the data, and gives your team clear actions to improve experiences and grow revenue. 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…
- Who is Medallia 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.
- Why does AIStackForSMB rate Medallia 4/10 for SMBs?
- Medallia delivers proven enterprise-grade results, but its custom pricing, enterprise focus, and complexity make it a poor fit for most small businesses with limited budgets and no dedicated CX team.
- How does pricing work for Medallia?
- Experience Data Record (EDR) model: one unit equals all data associated with a discrete interaction between an end-customer or employee and a company. EDR pricing covers signal capture, analytics, workflows, and security and self-service capabilities on a single platform. Priced in annual tiers. No per-user or per-survey-response charges. No separate contracts per channel or experience program. Annual tiers. No free trial mentioned in sources. No published minimum. Billing cadence not specified beyond annual tiers.
- What category is Medallia in?
- Medallia is grouped under Customer Success on AIStackForSMB. Browse more tools in that category on our site under /categories/customer-success.
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