FluidSurveys was a survey and form building option. SurveyMonkey discontinued the product, it reached end of life (EOL) December 2017.
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Medallia
Score 8.0 out of 10
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Medallia is an enterprise customer feedback solution that allows companies to collect customer feedback across multiple channels and touchpoints, and analyze, understand and react to it in real time.
I think FluidSurveys is appropriate for almost all scenarios. For now, the only time I used another product was when the survey I was managing was being done using tablets (such as Ipads or Samsung tablets) and I used ODK Collect. I think FluidSurveys now has the option of uploading the survey to a tablet and collect the data through it. However, I have not tried it. ODK Collect is an open source and free software compared to FluidSurveys. Thus, if the user wishes to use tablets, I might recommend using ODK Collect even if there is some learning to do in terms of coding your question in an Excel sheet for it to be "uploadable" to the ODK Collect "hub" (the server).
Any customer service industry would benefit from implementing Medallia. This is your one-stop-shop for everything surveying and data analytics. I have personally seen this successfully implemented in both software companies and retail. Medallia offers multiple integration options to create connected applications in your business. This is designed as an enterprise solution, smaller businesses may find it difficult to justify the cost.
User-friendly. For the majority of the general and basic tools you can use with FluidSurveys to build surveys are simple to use and intuitive. When certain issues come up, the service is quick (chat room) and effective.
Anonymity: the software has the reputation of being safer in terms of safeguarding private information the respondents share by answering surveys (this is mainly due to the fact that the servers are in Canada). Thus, indirectly, they increase response rates.
Extensive possibilities: FluidSurveys offers a plethora of possibilities and options that really renders the experience interesting in terms of micro-managing each details of the surveys you are sending out there. When the invitation leaves by email, it is exactly how you want it.
Our service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency.
Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform.
We are very happy with FluidSurveys. It is a simple and intuitive tool, has a good variety of sample survey templates, allows real-time response analysis and easy report-generation feature. We have been able to access support very quickly from their team when we had a question / concern. We will most likely upgrade to the Ultra version, though, as the branching options in Pro package are somewhat limited
I think the average person can very quickly pick up on the basics of the system: they would have no problems programming and launching a basic survey. Organizations may benefit from having people of different backgrounds getting their hands dirty in the system: at a minimum, both web programmers and opinion research advisors should be solicited for input or help.
Medallia's user interface is simple and intuitive for the end-user. Everyone in our organization from the CEO to store level team members use Medallia to see how we are delivering experiences for our customers. From an administrative side, I would rate Medallia closer to a 7.5, but this part of Medallia is not used as often post-implementation. That being said, you will need a technical/IT resource on staff or will need to pay a premium to a 3rd party to manage it for you.
Medallia is always there to answer questions and/or support our needs. In some cases it does require a PO if the request does not fall under normal support, but that does not change the fact that they are very responses and available to support your needs
From a Government perspective, FluidSurveys offers some qualities that make it stand out:
It is located in Canada;
It's servers are located in Canada;
They are willing to host user-group meetings, so that Government departments can explain how they have implemented a wide variety of tasks with it (and people can get very creative with FluidSurveys! If they can use an in-house option they've already purchased to conduct non-survey-related tasks, it introduced major cost savings to taxpayers. So it's also very important to share this type of creativity with other departments).
We are also using Salesforce.com for our customers/clients' records, usage, cases, and such. Like Medallia, we are using Salesforce.com to understand the different account usage based on the services we provide. With the data provided by Salesforce.com, we would understand where we are lacking, which parts we are strong in, and which part of the service needs improvement. All in all, both products are very helpful and, [conveniently,] both are integrated into one another.
The cost savings in using FluidSurveys to conduct research, rather than outsource it, has saved us hundreds of thousands of dollars over the few years that we have been using it. Contracting out research is costly, so if you have the right people/skills and technology to do the work in-house, you're able to conduct a lot more research than you would otherwise be able to.
It does play a big role when we are running a referral campaign. Referral greatly affects sales and retention since customers are bringing in new clients/customers.
It helps our organization keep track of the accounts that are most likely to churn by checking their feedback and knowing how we can improve our service.
