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Complete and Modern Listening

Listen Everywhere It Matters

Go beyond traditional surveys to fully understand your customers with the broadest native feedback collection in the market

Request Demo
Complete and Modern Listening

Listen Everywhere It Matters

Go beyond traditional surveys to fully understand your customers with the broadest native feedback collection in the market

Request Demo

Don’t miss a beat. Capture every pulse along the customer journey.

Understanding customer needs and expectations has always been at the heart of customer experience. For many companies, feedback has come primarily from surveys. But surveys alone can’t help your organization stay ahead of changing customer behavior and evolving employee needs. 

See the whole picture and act with confidence, Medallia helps you capture experience signals as they happen - across every channel, from both direct and indirect feedback like chat logs, social reviews, operational data like CRM, HRIS, POS, and ERP data and observed behavior like digital experience data.

“The work we have done over the past three years to capture consistent and timely customer feedback data through Medallia has led to product design and process improvements that were not possible before.”

— Mike Nash, Chief Technologist and VP, Customer Experience and Portfolio Strategy, Personal Systems at HP 

Read Case Study Now

More Ways to Listen Than Anyone Else

Medallia captures the most feedback signals for a comprehensive, holistic view of every customer and employee

Survey

Speech

Digital Behavior

Social and 3rd Party Reviews

Video

SMS / Chat / Messaging

Benchmarking Data

IoT

Point of Sale

Operational Data

Employee Feedback

Best-in-class Surveys

Get the voice of customers and employees via email, website, mobile, voice and more. With smart sampling, get feedback on moments that matter most, and ensure representative results for unbiased decision-making. Rely on the integrity of your experience data with built-in controls to validate that results are accurate and reliable.

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Speech

Translate speech to text in 30+ languages with industry-leading AI to ensure the highest levels of accuracy in surfacing customer pain points. Dive deeper by applying text analytics to improve call center KPIs, enhance agent coaching, and drive process efficiencies.

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Digital Behavior

Understand exactly how customers interact with your websites and apps. Automatically observe digital behaviors indicative of frustration (like unresponsive multi-clicking), engagement (like focus time), and more, scoring each experience to uncover trends at scale. Combine this behavioral analysis with feedback history so you can target specific segments, engage in the moment, and personalize interactions to increase engagement, conversion, and revenue. 

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Social and 3rd Party Reviews

Take charge of your online reputation. Measure what your customers are saying about you by capturing online scores and comments from over 30+ social and review sites, including Google, Facebook, Twitter, Agoda, Expedia, and TripAdvisor in addition to 100+ sites through partners. Built-in analytics surface customer issues and suggestions so you can quickly address concerns. 

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Video Feedback

Gain richer insights by capturing the emotion in the voices of your customers and employees. Our facial and object recognition technology analyzes every second of video to identify expressions, predict customer NPS® and automatically extract meaningful insights so you can get to the heart of what people care about.

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SMS/Chat/Messaging

Reach your customers during their experiences when feedback is at its most useful and accurate. Medallia enables real-time interactions with your customers through popular messaging channels such as SMS, Facebook Messenger, Whatsapp, and Wechat. Go one step further and deliver timely, useful content via messaging to increase feedback response rates and create stronger relationships.

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Benchmarking Data

Understand market context and competitive benchmarks to track U.S. consumer behavior across all major retailers, restaurants, and B2C brands through data such as spending trends, customer loyalty, frequency, migration and more. Track foot traffic visits, customer journeys, market share and more for location based information. Survey your customers (or your competitors’ customers) based on their visits to brick & mortar stores and websites with our feedback capabilities.

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Feedback from Connected Devices

Segment and collect feedback through any internet-connected device like Amazon Alexa, Google Home, and Samsung Smart Fridges. Unify this feedback with machine-generated device data to drive automated device improvements, operational efficiency, and personalized services.

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Point of Sale

Understand insights from not only non-buyers but unidentified customers that have entered a store, restaurant or have transacted with your brand or a competitor’s brands. Uncover insights on how spending changes over time at specific POIs, while comparing spending trends between locations and across regions.

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Operational Data

Conveniently capture feedback and signals from your operational systems such as CRM, HRIS, ticketing systems and more with pre-built integrations for faster time to value. Bring the voice of the customer and employees to your operational systems and drive action across your organization through these insights. 

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Employee feedback

Engage and empower employees to drive better business performance by leveraging continuous assessments across key drivers of employee engagement including belonging, happiness, recognition, leadership, enablement, alignment, and development. Analyze these results and drive team- and manager- level action through group planning and tailored coaching.

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Guide

How Experience Signals Can Drive Your Business Forward

Learn why omnichannel engagement combined with omnichannel signal collection is the only way to establish and truly understand the connection between customer behaviors, thoughts, intentions, and needs.

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Webinar Recording

Signals Here, Signals There, Signals Everywhere

Learn how Samsung Care has integrated over a dozen different signals to drive both short and long-term improvement actions combined with relevant ROX – Return on Experience.

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Blog

How to Choose the Best Customer Feedback Platform: Lessons from an Enterprise CXO

Brian Powers, the chief experience officer at Likewize, shares his process and criteria for selecting the best customer feedback platform.

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Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

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© Medallia®, the Medallia logo, and the names and marks associated with Medallia’s products are trademarks of Medallia and/or its affiliates. Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. All other trademarks are the property of their respective owners.