Medallia for Research & Insights

Become a hub of customer-centric change

To stay ahead of expectations, your company needs to transform strategic insights into customer-centric change. Medallia equips research and insights teams with the tools they need to discover insights, influence stakeholders, and measure the impact of experience initiatives.

“More and more of our employees are experiencing first-hand how customer feedback directly impacts business objectives across different departments. It’s becoming a universal language.”

Stephanie Pendolino
Director of Customer & Agent Insights, Western Union

Discover what matters for the customer’s journey

Combine consistent tracking of customer experience metrics with our Ask Now feature to gather targeted insights across your customer journey. Then link that feedback with behavioral data, customer profile information, and operational metrics so you can prioritize the most important opportunities.

Analyze text and comments to diagnose root causes

Analyze comments, chat logs, and other text to understand the story behind quantitative results. Our text analytics engine detects themes, sentiment, and related concepts and allows you to drill down and read verbatims. Rule-based topic definition lets you specify and track concepts over time.

Align internal stakeholders with timely insights

Spend more time learning and less time managing data and reports. We automate reporting so internal stakeholders get relevant, timely information. From push reports to automated alerts, role-specific dashboards, and permission-based data access, we have you covered.

Measure the impact of innovations and improvements

Measure the impact of customer experience initiatives such as product enhancements or new service processes. Design and track A/B tests using customer experience metrics. And when parallel tests aren’t practical, use time series analysis of scores or customer comments to verify impact.

Keep your feedback process running like clockwork

Improve customer engagement and minimize survey fatigue by designing targeted feedback to reach the right customers, in the right format, at the right time. Then, use our Health Check module to monitor the process, from invitation status, to response rates, abandonment rates, and more.

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Profiling the Modern Insights Team

Learn how insights teams can increase their impact on customer experience strategy


Leading Brands that use Medallia for Research & Insights

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Key Features

See what you can do with Medallia for Research & Insights

Key Driver Analysis
Prioritize the most valuable improvement opportunities using impact, correlation, and regression analyses to prioritize key drivers

Text Analytics
Identify key themes and root causes by analyzing comments, chat logs, and other text that captures the customer’s own words

Investigate unexpected trends in your feedback data by running cross tabulations to view distributions and draw relationships between variables

Pivot Tables
Get rapid answers by building pivot tables to view scores on multiple dimensions and conduct quick ad hoc analyses

Significance Testing
View positive, negative, or insignificant variances in scores at a glance with built-in statistical tests

Real-time Weighting
Obtain a representative view of your data by running analyses that are in-line with the distribution of your customer base or target demographics

Cohort Tracking & Custom Groups
Take prescriptive actions on specific groups of customers, locations, or regions by tracking the groups over time and across segments

Advanced Exports
Easily retrieve precisely the data you need and connect to external systems with self-configured exports, including SPSS-compatible formats

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