Medallia
Medallia is a customer and employee experience management software company that helps enterprises collect, analyze, and act on feedback across digital, contact center, and in-person channels. Its cloud platform ingests signals from surveys, social media, operational systems, and other touchpoints to generate insights that improve customer satisfaction, loyalty, and operational performance. Medallia sells its solutions primarily on a subscription basis to large and mid-market organizations across industries such as financial services, retail, technology, and hospitality.
- Customer Support & Help Desk
- Product Analytics & Feedback
- Marketing Analytics & Attribution
- Revenue
- $600.0M
- Employees
- 2,500
- Founded
- 2001
- Headquarters
- San Francisco, United States of America
What 59 Arbolus experts think of Medallia
NPS responses are skewed high, with 50% promoters (NPS 9–10) and the rest spread between passives and promoters (NPS 7–8), supporting a net positive score. Renewal intent is strong among high spenders and Influencers, with some Users showing hesitancy or being in offboarding/pilot stages. Most experts report high adoption and stickiness, particularly in hospitality and insurance. The main feedback themes are robust analytics, actionable insights, broad system integration, and the need for more proactive, AI-driven reporting. Some smaller organizations cited complexity and costs as barriers. Overall Customer Sentiment: Positive
Who reviewed Medallia
- C-Suite 51% (30)
- Director 35% (21)
- Manager 14% (8)
Employer names and spend open in the full report, along with the other 56 customers.
Everything 59 customers told us about Medallia.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
54 Net Promoter Score, from 59 scored reviews- Promoters 33
- Passives 25
- Detractors 1
Cumulative NPS by month
-1 over 6 months- May 9
- Jun 9
- Jul 9
- Aug 8
- Sep 8
- Oct 8
Net Promoter Score across 2 reviews, accumulated up to each month. Category median 40 across 2 companies.
Praised
- Enterprise Flexibility
- Robust Analytics and Reporting
- Ease of Use and Integration
- Stronger Integrations
Criticised
- Cost Considerations
- Complex Reporting for Smaller Operations
- Innovation Pace
- Customer Success Engagement
What customers say
Renewal intent
Plan to renew 67%Plan to renew, by seniority
- 88% 16 answers
- 33% 6 answers
- 0% 2 answers
- 8.5/10 Average score from customers who will renew
- 8/10 Average score from undecided customers
- 7.5/10 Average score from customers not renewing
Top alternatives
Most weighed by Medallia customers
Report
More in Data & Analytics and Workplace & Productivity
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