Medallia Experience Cloud Reviews
Employee Engagement SoftwareMedallias award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens.
Who Uses This Software?
Customer experience management platform that helps businesses of all sizes capture and analyze customers' feedback across all communication channels to improve the overall brand value.
Medallia Experience Cloud Reviews 2025: Pros & Cons, Ratings & more
Is Medallia Experience Cloud the right solution for you? Read verified Medallia Experience Cloud reviews from people in industries like yours to make a confident choice.
Performance Overview
Overall Rating
87%
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Usefulness
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Usability
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Customer Experience
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Likelihood to Recommend
Medallia keeps me accountable and offers great insights
Jun 11, 2025
What do you like best?
Medallia provides me with an excellent means of assessing my performance, particularly in relation to client contacts. I can hold myself accountable and set greater goals when I receive candid feedback on how I performed. It’s satisfying to know that my efforts are recognized and translated into tangible outcomes that are uplifting, understandable, and actionable.
What do you dislike?
There is not really much to add to this section, from a user-perspective the product works just like it should.
Sleek and intuitive software, but takes time to get used to it.
Mar 15, 2025
What do you like best?
Medallia Experience Cloud feels sleek and intuitive. I love how clean and easy the surveys are to use. No clutter, just straightforward, thoughtful questions. The interface is modern and finding insights or feedback isn’t a chore. Reporting tools are rich, giving me plenty of data to make improvements confidently.
What do you dislike?
That said, setting up skip logic took a bit of time to get used to. It’s powerful once you get it, but the interface doesn’t always make it obvious how to establish the right branching paths. After a little guidance, it works well, but getting there could be smoother with more intuitive cues.
Comprehensive experience management software with room to simplify everyday use
Mar 12, 2025
What do you like best?
Medallia provides deep visibility into customer sentiment and journey performance. The platform’s listening capabilities are impressive, capturing feedback from multiple channels in real time. Our leadership team relies heavily on its dashboards for strategic decisions, and alerts help frontline teams act faster. Recent enhancements have improved usability and reporting speed.
What do you dislike?
Day-to-day users may find certain workflows more complex than necessary and have a hard time working with it. Some menus feel cluttered, and finding specific settings can take time. Implementation requires strong internal alignment and technical support. While the platform is powerful, a simplified user experience would make it more accessible for broader teams.
It's a great software for feedback, real-time feedback.
Mar 2, 2025
What do you like best?
I really appreciate how Medallia enables real-time feedback, it’s rewarding to recognize team members instantly when customers share kudos. The templates for replying to comments are a nice touch too, as they let me respond quickly and thoughtfully, without writing everything from scratch each time.
What do you dislike?
My only frustration is that not all customers respond to surveys, sometimes there's silence or only very negative responses. It makes it harder to get balanced feedback. Getting more consistent participation would make the data far more reliable and useful across the board.
Comprehensive customer insight and excellent service with occasional drawbacks around ease of use
Feb 12, 2025
What do you like best?
Medallia Experience Cloud is an all-in-one platform for collecting and acting on customer and employee feedback. The 360° nature of metrics, for example, NPS, satisfaction, and verbatim comments, provides us with a robust pulse on the overall experience. Both management and support staff have found it helpful in keeping track of what has taken priority regarding future fixes and changes. Medallia's customer success team has been equally responsive.
What do you dislike?
Having said that, there are times when Medallia feels like a reporting burden rather than an assistance. Where there is excessive feedback volume, it takes time and resources to work through that data, especially when multiple departments are involved. The platform is not as user-friendly for novices, and there is a reasonably steep learning curve, which can hinder complete adoption.
A data-driven solution that elevates customer and employee experience management
Jun 12, 2024
What do you like best?
Medallia provides an end-to-end experience management by linking customer, employee and operation feedback in a seamless framework. Reporting is versatile, and allows us to create insights for different stakeholders without having to duplicate work. We are particularly appreciative of the AI powered-text analytics, this alone saves hours of manual review effort. Over the past year, performance and stability have noticeably improved.
What do you dislike?
Customization options, while powerful, often require admin-level expertise or vendor assistance. This can slow down quick changes or experimentation. The learning curve is steeper than expected, particularly for new users. Training materials are helpful but could be more role-specific to speed up adoption across teams.
Real-time feedback tracking is a game changer, although reporting flexibility could improve
May 12, 2024
What do you like best?
One of the most powerful benefits we’ve had with Medallia Experience Cloud is the speed of feedback. We receive the data as soon as a customer or employee completes a survey, which allows us to act with speed, and even in some cases, before an issue spirals out of control. The dashboard is simple enough that managers and those on the front line can review the feedback without needing much or any technical background.
What do you dislike?
Some of the reporting tools, however, are rigid on the other hand. Views or slices of the data cannot be customized in any meaningful sense. This forces us to export the data and work with it elsewhere to see the insights we want. Plus, since the system's built to take structured feedback, it can be challenging to interpret open-ended responses holistically, meaning qualitative insights may not be as actionable.
Excellent for large enterprises with complex feedback needs, but expensive
May 11, 2024
What do you like best?
For enterprises with sizable customer numbers and multiple points of feedback, Medallia Experience Cloud delivers. The capability to create in-depth surveys, gather feedback, and perform analytics across multiple departments allows us to get a comprehensive picture of our customer and employee experience. The ability to survey both external customers and internal staff has enabled us to fine-tune the delivery of service and internal processes simultaneously.
What do you dislike?
But this strength comes at a cost. Pricing and overall cost of ownership seem high, especially when custom configuration or added support is part of the mix. This makes Medallia much less appealing for small or mid-sized businesses. Implementation can require significant time and resources before you realize a return on investment. It could be overkill for simpler feedback requirements.
A powerful experience management tool with solid support but a steep learning curve
Apr 28, 2024
What do you like best?
Using Medallia has enabled our company to transition from receiving intermittent feedback (via email and spreadsheets) to a centralized source where customer feedback is reported in an organized format. The solution offers numerous features for reporting and analysis, which have helped us better understand what is repeating, the customer satisfaction trend, and support our decision-making. We also appreciate the assistance from Medallia’s team whenever we asked for help optimizing our setup.
What do you dislike?
However, for new users, the interface can feel daunting. The initial setup and navigation require time and effort before the platform becomes truly comfortable to use. Customizing reports and extracting meaningful insights sometimes needs several manual steps, which slows down the process. If you don’t dedicate enough resources upfront to learning the system properly, its sophistication can become a burden rather than a benefit.
It has rich analytics, but also a steep learning curve
Apr 15, 2024
What do you like best?
Overall, Medallia brings clarity and insight to customer experience. The deep analytics help shape stronger processes and strategies. Being able to explore who’s responding and why gives me confidence in making decisions that move the needle effectively.
What do you dislike?
The advanced analytics side can be a double‑edged sword as sometimes it’s a bit overwhelming, especially if you’re new to it. It takes a bit of time to learn which reports you need and not get lost in the depth. Clearer onboarding or simplified reporting options would really help.
Reliable experience insights platform that supports long-term CX and EX strategies
Apr 12, 2024
What do you like best?
Medallia has been reliable when analyzing experienced-based metrics between customers and employees. Longitudinal analytics are well supported on the platform which allows us to track our progress over time and adapt our approaches. Open-text feedback at scale benefits from natural language processing in particular. Support responsiveness has been consistent in recent months.
What do you dislike?
The system works best when fully invested in, which may not suit organizations seeking a lightweight solution. Reporting flexibility can sometimes come at the cost of speed. Additionally, onboarding new users requires structured training to avoid confusion. Despite these challenges, Medallia remains a strong choice for mature experience programs.
Enterprise-ready experience management platform with strong analytics and automation
Apr 12, 2024
What do you like best?
Medallia Experience Cloud excels at turning large volumes of feedback into actionable insights. Automation features help route issues to the right teams, improving response times and accountability. Integration with existing tools is a major advantage, allowing experience data to flow seamlessly into workflows. Over recent updates, the interface has become more modern and easier to navigate.
What do you dislike?
Pricing could be a roadblock for organizations without the need for its entire enterprise feature set. Some reports need time to set up properly and errors may affect results if you are not monitoring carefully. There’s periodic lag when working with very large data sets, but it hasn’t gotten in the way of our work.
A great employee engagement tool but sometimes it can be confusing
Mar 11, 2024
What do you like best?
They put a lot of effort while designing Medallia. The UI is sleek, and surveys are clean.. It’s mature in its approach, guiding both customer and employee experience across touchpoints. It doesn’t feel like a clunky add‑on.
What do you dislike?
Some advanced settings like branching or logic flows could use clearer visual cues. I sometimes find myself guessing how to build complex paths. With more intuitive visual feedback or walkthroughs, that’d be far less friction in crafting thoughtful surveys.
Thorough feedback system overall, but sometimes overwhelming for small teams
Mar 11, 2024
What do you like best?
Medallia Experience Cloud is an excellent tool for gathering and reporting on customer and employee feedback straightforwardly. I like the way it presents NPS, satisfaction rates, and comments in clean, easy-to-use dashboards. This has enabled us to rapidly identify where we shine and what needs improvement, allowing us to be more agile in problem-solving and accurately measure customer sentiment. The feature I find most valuable about real-time feedback is that we don’t have to wait weeks.
What do you dislike?
The problem is that there is too much data, and it is often irrelevant for small teams. And the reporting is often so granular that scrolling through each metric and comment can feel overwhelming, especially when you’re only after a high-level snapshot. Additionally, there are some views we have come to rely on (such as feedback from a recruiter rather than a hiring manager) that are not yet possible, which limits the granularity of our analysis.
Powerful experience insights platform that helps teams act on real-time customer feedback
Jul 11, 2023
What do you like best?
Medallia Experience Cloud excels at gathering and consolidating feedback from various touch points, including surveys, digital interactions and social signals. The analytics are very strong and easy to develop based on your needs so our team is able notice trends quickly and respond accordingly. Dashboards are friendly, and alerts allow us to respond to problems in real time.
What do you dislike?
The platform’s depth can feel overwhelming at first, especially for smaller teams without dedicated analysts. Initial setup and configuration require time and careful planning to get full value. Some advanced features feel locked behind higher tiers, which can impact budgeting decisions for growing organizations. Once implemented, though, the platform becomes much easier to manage.