Medallia vs. SurveyLegend

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.

Incentivized

Definitely appropriate for us, with <1000 survey responses but some simple logic and routing that we wanted to build in. Nice very visual UI that lets you preview and makes it easy to test. I can't speak to how well it would work with very long, very complex surveys or more rigid work environments.

• It provides a rating for customers to rank how satisfied or not satisfied they are with the service.
• As an Account Manager, this is a helpful tool to hear customers' experiences and feedback.
• It helps us manage our next steps because the tools also provide options to note the action taken and if the issue has been resolved or not.

Incentivized

• SurveyLegend allows users to customize their templates and survey.
• Optimized many details and features and polls through analytics and data.
• User-friendly and simple to use.

• 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.

• Improved correlation of the data between the analytics tool and the responses (i.e. it says 3 responses have been received, but only shows results for 2)

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.

Incentivized

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

Incentivized

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.

Incentivized

We decided to change from SurveyMonkey to SurveyLegend because it is more complete and allows us to have freedom when creating with the templates. Its complete tools allow us to improve texts and photos to make the questions more objective and receive answers. For users, it is possible to answer them from emails or mobile devices so that they get more comfortable and it is possible to improve the data of the analytics.

Incentivized

• 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.

Incentivized

• It helps me evaluate the effectiveness of the program that I am running.
• It enables me to see what I need to continue doing and what I need to eliminate.

Incentivized