Solutions / Web Experience

Medallia
Web Experience™

If customer loyalty is your goal, you need to understand the customer experience comprehensively. And react. In record time. Our fully customizable website feedback system lets you see the whole picture of the customer journey, get to the bottom of trouble spots, and understand the whys behind website behavior.

A real-time, holistic view of the customer experience

Medallia Web Experience takes survey data from customer contact points across the customer lifecycle—and integrates the feedback in one easy-to-use system. Learn more See below

Trouble spots: Find them. Focus on them. Fix them.

Pinpoint trouble spots, select appropriate questionnaires about targeted problems, and survey only relevant customer segments. Learn more See below

Reports that turn satisfaction scores into insights

Until now, positive and negative scores were just numbers. Now your team members can get the “aha” without having to become statisticians or psychologists. Learn more See below

Visitor surveys deliver feedback on your website navigation and usability.

Transaction surveys tell you how people feel about your checkout, shipping, and delivery.

Product surveys share what your customers think about your goods and services.

Service and support surveys tell you how you dealt with any glitches in the customer experience.

Integrate with tools like Omniture and Google Analytics.

You can set visitor survey triggers in Medallia Web Experience using the same data structures you’ve set up for your web analytics tools. Plus, analytics data can be appended to any survey record, for more complete future analyses.

Make changes right in Medallia’s SaaS application.

You can target customer micro segments and select an appropriate questionnaire without requiring code changes on your site. No more managing to release dates just to ask a few questions of a subset of your customers.

Expect world-class performance and reliability.

We use Akamai for visitor survey script deployment—so your site performs brilliantly.

Get right to the hot spots: Personalized homepages provide instant snapshots of the parts of your site that are performing well (and the parts that aren’t).

Get the stories behind the numbers: Customer service satisfaction scores come complete with actual customer comments, so you can see what drives the numbers.

“Get it” quickly and easily: Our text analytics word clouds make it simple to spot trends in your customers’ words.

Get the data your way: Multiple filtering options give you the data any way you like. Plus, you get it where you want: through our intuitive SAAS reporting interface, in email reports, or on your iPhone.

Quick Facts

25% One client, a large electronics retailer, increased satisfaction with online purchase by 25% over two years with Medallia. Likelihood to repurchase online increased by 13%.

Top 10 Medallia reports more than 3.2 million survey responses annually for one of the top 10 websites in the United States.

Next Steps:

Ensuring that we create great experiences for our advertisers is critical for Facebook's success. Medallia's solution has helped us put advertiser insights into the hands of people in our organization who can react quickly and meet our customers’ needs.

—Meg Sloan, Market Research Team Lead at Facebook