Medallia Named a Leader in Customer Feedback Management by Independent Research Firm

Earns top ranking in current offering and among highest scores in product vision and roadmap

PALO ALTO, Calif., April 10, 2017 — Medallia, Inc. (medallia.com), the global Customer Experience Management leader, announced that it has been named a leader in a Forrester research report published today. The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017, examines the current state of customer feedback management today, and evaluates the players that matter in the space.

Forrester recognized Medallia for its programmatic approach to customer feedback management at scale, noting that Medallia’s “apps for frontline employees and execs help distribute data widely, and its health module brings together survey response rates, case management, and user engagement monitoring.” Medallia’s solution achieved among the highest score in the product vision and roadmap criteria as well as the highest score in the current offering category, as aggregated across ten high-level criteria in this customer feedback management solutions evaluation. 

According to the report, Medallia “excels at collecting feedback from employees about the customer and employee experience.” Medallia was recognized for its significant text analytics capabilities, which make customer comments easily accessible by integrating them across various dashboards and alerts. The report also noted how Medallia synchronizes the platform’s extensive bidirectional integration with CRM systems to maintain record accuracy.

Not only did Medallia achieve the highest score among all vendors in current offering, it also achieved the highest score possible in the client understanding criteria. We believe this assessment validates Medallia’s ability to ensure current and future product enhancements are in line with client and market needs. In addition, Medallia achieved among the highest scores in market presence, based on an analysis of Medallia’s customer feedback management revenue, deal size, and customer base, which we feel also underscores its leadership position in the market.

“Medallia enables companies to engage their business customers and consumers in real-time and at scale,” said Borge Hald, CEO and Co-Founder of Medallia.  “Our software solutions make it easy for people across a company to understand the customer experience and take action to improve it. The platform captures direct feedback, social content, and operational data and makes sense of it with advanced machine learning techniques.  We are thrilled that Forrester has recognized Medallia as a leader in the space.”

The methodology for The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017, includes vendor surveys, product demos, client reference calls, and client reference surveys. Access the full report here.

Maxie Schmidt-Subramanian, author of The Forrester Wave™: Customer Feedback Management Platforms, will be a guest speaker on a Medallia webinar on May 4 to give her perspective on trends in Customer Feedback Management.