Know How Customers Really Feel About Your Brands

Leverage a treasure trove of solicited and unsolicited feedback to improve CX and brand strategy with review handling and social analytics. 

Always be Aware of Shifts in Experiences & Behaviors with Social Signals

Consumers share their best – and worst – experiences online. In a world where consumers and businesses need to do more with less, positive reviews and social media recommendations become the bar against which all purchases will be made. Beyond recovering at-risk customers and encouraging loyal ones, Medallia enables companies to be an active voice in the online conversation about their brand.

“It’s extremely important to manage social media channels because of the impact they have on our revenues. Medallia enables us to hold hotels accountable and help them manage their online presence directly.”

Michael Morton

VP Member Services, Best Western

Never Miss Online Feedback, No Matter Where It’s From

Know what your customers are saying about you by capturing online scores and comments from over 30+ social and review sites – including Google, Facebook, Twitter,, OpenTable,, and TripAdvisor – in addition to 200+ sites through partners. Built-in analytics surface customer issues and suggestions so you can quickly address concerns and make the most of your experience programs.

More Reviews Mean More Business – Review Requests in Surveys Can Help

Consumers make buying decisions based on reviews, so businesses with lots of positive ratings and reviews get their attention. Medallia makes it easy to gather a high volume of great reviews with both embedded reviews and URL linking to reviews in surveys. Make writing reviews a convenient and logical next step to surveys and see your reviews and revenue grow.

Know How You Stack Up to Competition with Rival Intelligence

Don’t guess about what you could do to differentiate your locations from your rivals’ down the street – know what to improve upon with Rival Intelligence. Rival Intelligence is available at the individual location level or at the enterprise level, providing review score benchmarks using publicly available review data for individual locations or entire brands.

Curate exactly the rivals you’d like to track and at which addresses for the most granular insights into their performance and what you need to do to excel – all based on your unique needs. 

Ensure Customers Get Responses Fast with In-platform Review Responses

Customers that review businesses expect responses, especially if their experiences were poor. Empower frontline employees and location managers to respond to reviews directly in Medallia. 

Automatically generate alerts for all new reviews or trigger alerts based on review score or keywords. Plus, leverage pre-made, customizable templates to respond to customers quickly and intelligently on the most common types of reviews. 

Trends on social media and in review data change quickly. Using Medallia’s industry-leading text analytics, you can surface short-term, valuable insights into consumer trends and behaviors that can turn issues into opportunities. Track sentiment associated with your brand, uncover the topics that people talk about most, and leverage unsupervised ML-powered Themes to surface these up-and-coming trends.

Combining social data with all your other data in Medallia helps you generate more comprehensive, complete insights into customer behavior, brand health, and overall performance.