Medallia Positioned as a Leader in Enterprise Feedback Management Satisfaction and Loyalty Solutions
PALO ALTO, Calif., September 28, 2011 — Medallia, the global leader in software-as-a service Enterprise Feedback Management (EFM) solutions, today announced it has been named a Leader in Forrester Research Inc.’s The Forrester WaveTM : EFM Satisfaction and Loyalty Solutions, Q3 2011. In the report published on September 27, 2011, Forrester evaluated six EFM vendors and positioned Medallia in the “Leader” position based on strength of strategy, current offering, and market presence.
According to Forrester, “Medallia stood out with its internally developed social feedback and text analytics offerings, clear and compelling vision, and best-in-show usability and client satisfaction scores.”
Additionally, Forrester recognized Medallia for:
- Highest score possible in user experience, technology, client satisfaction, and strength of employee base and training.
- The highest scores in analytics, reporting, and internationalization.
- A compelling long-term vision for unifying customer data from a variety of sources.
- Enables employees to collaborate on solving customer problems and drive continuous experience improvement.
In this first WAVE report dedicated to EFM, Forrester Research defined EFM as a system of software and processes that enables organizations to centrally collect, analyze, and report on feedback from key customer groups and tailor insights for various internal users. Forrester evaluated vendors against a comprehensive list of 75 criteria, validated vendors’ product capabilities through product demos and hands-on lab evaluations using a scenario-based testing methodology, conducted executive briefings on roadmap and strategy, and interviewed current customers.
“With the rise of social media, more organizations are moving to EFM for tracking the customer experience from legacy market research approaches,” said Borge Hald, CEO and co-founder of Medallia, “Forrester’s Wave couldn’t have come at a better time to help companies navigate through a changing landscape of offerings and make the right choice of vendor. Being recognized as a Leader in Forrester’s new Wave for EFM is not only an honor for Medallia but, we feel, also a validation of our deep customer focus and unique technology-based approach. It’s gratifying to see so many of our customers reaping the many benefits of this new and more powerful approach to managing the customer experience. ”
Medallia serves some of the world’s most respected companies in financial services, hospitality, IT, manufacturing, retail, telecommunications and other industries. It offers a wide range of solutions to improve the customer experience including: Medallia Mobile for iPhone and iPad, Contact Center, Key Account, Text Analytics, and Web Experience.
Complimentary copies of the Forrester Wave report can be downloaded on Medallia’s website at http://experience.medallia.com/forms/ForresterWave.