Features that Drive 5 Steps to Excellence
Data Collection
Capture Your Customers’ Experiences on Their Terms
Fully featured survey infrastructure at your
service …
- Web-based surveys with email, website, or receipt invitation
- IVR surveys with receipt-based or outbound phone invitation
- Telephone surveys
- Mail surveys
- On-premises comment cards
- Handheld device
… or “bring your own” responses
If you are happy with your current data collection process, we can easily set up real-time validation and stream it into the Medallia system.
Advanced web survey features
Our surveys are highly configurable, with branching, skipping, piping of values from previous questions, question rotation, customizable survey logic, multiple pages, and more.
Sophisticated web design tailored to your brand’s look and feel
We know that a survey is itself a part of the customer experience. Our designers work with some of the world’s iconic brands. Whether you want us to follow your style guides or do a “makeover,” you’ll be proud of the end result.
Accurate quota management
Our built-in quota management system enables you to fill your quotas accurately and without glitches.
Data Integration
Designed for Plug-and-Play
Data transfer methods—supported right out of the box
We understand that businesses differ with respect to policies and technical infrastructure. Our system’s built-in capabilities can pull data or receive pushed data. We support most standard file types, transfer protocols (SFTP, FTP, SSH, email w/attachments, direct web upload), encryption, and signature methods.
Data cleaning and transformation services built in
Our revolutionary ETL module puts powerful data manipulation capabilities at your fingertips without the need to write code. With information from simple xml configuration files, the Medallia system will validate, standardize, clean, transform, and load feeds from various parts of your organization. The end result is high-quality, standardized data.
Data exports made easy
The Medallia Export Manager provides ad hoc or scheduled exports of any data in the system. Whether the recipient is your CRM system or your in-house SPSS “jock,” the data will be delivered accurately and on time.
Dashboarding
See What’s Important at a Glance
Medallia’s compelling, graphical format promotes situational awareness and drives action. By making important trends and exceptions stand out clearly, drill-down information accessible with one click, and objectives apparent to everyone in your organization, our intuitive dashboard will help you get things done.
Performance Versus Goal
Indicates how you’re trending compared to official goals.
Performance Heat Map
Shows, with easy-to-understand color coding, how various parts of your organization perform over time.
Movers and Shakers
Highlights business unit performance outliers (top improvers, top performers, top decliners, bottom performers) for possible intervention.
Response Stream
Shows the most recent customer comments and makes them easily accessible from the dashboard.
Announcements
Allows program administrators to communicate messages to all system users.
Customer Alerts
Presents open customer alerts, including an easy-to-interpret graph of how they’re aging. Makes alerts easily manageable with one-click accessibility.
Push Reporting
Reach Out and Medallia Someone
Some of your busiest executives are also some of your most effective at driving change. If you want to leverage their talents, you need to engage on their terms. Medallia offers a predefined and proven solution for serving this time-challenged segment: email-based “push” reports designed for mobile review and action.
Engaging push programs inform and inspire
- Detractor/Promoter digest: a daily email with interesting customer comments (10 positive and 10 negative), so executives stay connected to the customer experience.
- Week-in-Medallia reports: a summary of the previous week’s results.
- Escalation alerts: notification of unresolved alerts requiring managerial attention.
- Custom programs: reports tailored to your needs.
Benchmarking
Know If You’re Winning or Losing
Data on tens of thousands of individual businesses globally
Medallia’s RivalTracker™ contains competitive data down to the local market level (in select industries), so your establishments know how they compare to their competitors across the street. We can even customize RivalTracker™ to include any competitor not currently in our database. With Medallia, your establishments get the intelligence they need to compete.
Benchmarks built into the fabric of the application
Compare your performance to relevant benchmarks—internal or external—from almost anywhere in the application. See whether a change in score is unique to you or shared by other business units of your organization and even your competitor across the street.
Customer Recovery
Turn Detractors Into Advocates—and Learn from Experience
Medallia Recover
- Flags at-risk customer relationships based on your criteria.
- Generates alerts, then notifies the right people.
- Reassigns or escalates unanswered alerts.
- Sends email notifications about alert escalations or reassignments.
- Logs all actions in a case history.
- Launches customer responses directly from the application, keeping customer interactions in one place.
- Drives improvement in alert resolution by categorizing alerts based on outcome.
- Handles customer complaints from other sources within the alert and case management framework.
Interactive Analytics
Root-Cause Analysis for the People
Discover issues quickly by scanning visually compelling Trend, Distribution, and Compare charts
On every page: Use benchmarks to see how you compare to peers and where to improve. Rank regions, locations, and departments to identify and promote best practices. Compare segments to understand differences in your customer base. And, when you need even more granularity, use ultra-powerful, nested Boolean filters to target only select respondents.
Find root causes by linking your performance numbers to customers’ words
To truly identify root causes and solutions, you need to go beyond the numbers—you need to hear the customer voices themselves. Are some of your performance numbers just not making sense? Customer words can help you unearth the cause. Our integrated text analytics interface provides a powerful yet easy to use workspace for identifying, reviewing, categorizing, and sharing insights from words.
Text Analytics
Turn a Firehose of Words Into Actionable Insight
For most companies, customer words have always provided valuable anecdotal insights. The problem has been a limited ability to cost-effectively go beyond the anecdotal. Medallia’s real-time text analytics engine collects, categorizes, and organizes customer comments and other free-form text.
It changes any company text feed from a stream of anecdotes into “listening posts” that can be analyzed for trends.
- Discover hot, emerging issues that require immediate attention.
- Enrich your understanding of changes in customer loyalty scores.
- Detect longer-term trends that otherwise would have gone unnoticed.
- Monitor brand sentiment.
- Discover customer pain points and potential solutions.
Data Mining
“Take a Look at This!”
Finding the needle in the haystack is a lot easier with a metal detector
The Medallia data mining engine detects and notifies users of trends and relationships that are truly interesting. A work shift that gets higher scores than normal. A nationality that disproportionately dislikes the restaurant. Or a tiny customer segment that is growing quickly. Trends that likely would have gone unnoticed gain visibility and can now drive action.
Changing the rules
By combining sophisticated scientific data mining methodology with a simple, user-centric UI and workflow, we believe we are changing the rules of the game in Customer Experience Management.
Goal Setting
Identify Top Actions
Medallia’s ActionPlanner™
Prioritize your efforts to improve the customer experience.
- Sets realistic targets for improving your business processes based on Medallia benchmarks.
- Enables your managers to adjust targets in accordance with local knowledge.
- Estimates the potential impact of improvements on customer loyalty.
- Allows users to track improvements versus goals using the interactive, real-time ActionPlot™.
