Why Medallia

You Care
About
Performance

We Help You Drive Excellence

Medallia purpose-built its solution to help clients capture feedback from their stakeholders, share the data company-wide, recover customers at risk, discover what’s behind the data, and improve company performance. We call it Listen, Act, Win! It’s what turns corporate feedback into corporate excellence.

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5 Steps from Feedback to Excellence

Capture

What You Need

  • To collect the right data. Are you asking the right survey questions of the right people?
  • To capture unstructured data, too—such as free-form customer comments.
  • High response rates. Are you getting enough data?
  • Legitimate data—no stuffing the ballot box.
  • To reduce data collection costs. Are you considering switching to new or multi-mode data collection?
  • To avoid oversurveying customers without compromising your sample size.

What our solution helps you do

  • Develop the right listening strategy. Medallia develops the right data collection for you based on your program goals, business structure, strengths and weaknesses, and existing program.
  • Integrate all relevant feedback streams. We capture feedback that’s solicited and unsolicited, structured and unstructured.
  • Achieve high response rates. Our response rates are industry-leading across all customer segments, including hard-to-reach ones.
  • Capture untainted data. With Medallia’s anti-cheating technology, you can trust the integrity of your data.
  • Control costs. We provide single- and multi-mode data collection for every budget.
  • Avoid survey fatigue with sophisticated touch rules and advanced quota management.

Share

What You Need

  • Engaging reporting that your company will use.
  • To share data everywhere—including around the world, in multiple languages, and over mobile devices.
  • Real-time responsiveness, so users receive information when it’s fresh and actionable.
  • Multiple programs in one system: multiple data collection methods and multiple data feeds.
  • Continuous updating to reflect organizational changes so your reporting is current with respect to users, regions, accounts, and roles.

What our solution helps you do

  • Engage users with interactive, personalized dashboards.
  • Share everywhere in real time. With Medallia, you can truly share everywhere and anywhere: globally; across large-scale, highly distributed organizations; in all browser-supported languages; and using mobile devices.
  • Share multiple programs in one system. Medallia can report data from multiple collection methods, feedback programs, locations, and more.
  • Automatically adapt to your organizational changes. Medallia continuously updates information such as users, regions, accounts, and roles.

Recover

What You Need

  • To identify disappointed customers promptly, so you can act while there’s still time.
  • To communicate with detractors to learn how you can improve.
  • To repair damaged relationships through coordinated follow-up.
  • Recovery that’s systematic and company-wide, not haphazard and intermittent.

What our solution helps you do

  • Identify customers at risk. Medallia automatically triggers an alert when responses fall below desired thresholds.
  • Communicate with dissatisfied customers to learn. Medallia’s solutions make dialogue easy.
  • Win back at-risk customers with Medallia’s collaborative case management system.
  • Recover systematically and company-wide. Medallia’s sophisticated routing and escalation framework is transparent to the entire organization, so your team is held accountable for recovery.

Discover

What You Need

  • Analysis tools your frontline users really “get”: intuitive and easy to understand.
  • Turbo-charged analytics for your power users: text mining, data mining, and interactive analytics.
  • To generate ideas from your customers’ feedback.
  • To test your own ideas with instant feedback that helps you measure whether new initiatives are successful—and what to do if they aren't.
  • To identify solutions and best practices, the “so what?” from the feedback—that’s the overall point, isn’t it?

What our solution helps you do

  • Engage your frontlines with our intuitive user interfaces and user-specific dashboards.
  • Excite power users with our one-stop shop for interactive analytics, visualization, text analytics, and data mining.
  • Generate ideas and insights. With our system, you can slice and dice, rank, visualize, and drill down to follow any path of interest.
  • Discover best practices. Our built-in benchmarking identifies who in your organization is winning and why.

Improve

What You Need

  • To drive bottom-line results by moving the customer satisfaction needle.
  • To prioritize initiatives, because when you try to change everything nothing changes.
  • To set improvement goals that are aggressive but achievable.
  • To experiment with and continuously improve on solutions.
  • To collaborate on projects—not silo them across your company.
  • To share and celebrate best practices across your organization to drive overall performance.

What our solution helps you do

  • Win the satisfaction race. Medallia customers consistently report improved satisfaction scores.
  • Prioritize big-impact opportunities. Medallia identifies initiatives with both the biggest improvement potential and biggest value to customers.
  • Set aggressive but realistic goals. Medallia’s benchmarking database allows you to see, by industry and process type, the improvements others have achieved.
  • Try out, assess, and perfect solutions, then roll them out. With our system, you can create customized test and control groups, track results in real time, and iterate.
  • Drive collaboration with a platform your whole organization uses. Companies that switch to Medallia see a dramatic increase in system use.
  • Publish successes and best practices. Our system lets you broadcast messages, documents, and videos to your whole organization.

Success Stories