Surveys & voice of customer · Medallia, Inc.

Medallia

Enterprise experience-management platform combining surveys with digital, call-center and social feedback signals analyzed by AI.

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Medallia's Experience Cloud collects structured survey feedback, including NPS-style, CSAT, CES and open text, alongside unstructured signals from call recordings, chat transcripts, reviews and social media, then runs them through its Athena AI engine for text and speech analytics. Surveys can be distributed to a company's own customer or employee lists, embedded in digital properties, or triggered from operational events; Medallia does not sell a general-purpose respondent panel the way market-research tools do. Feedback flows into role-based dashboards and closed-loop case management so frontline staff can act on individual responses. It is delivered as hosted SaaS with SOC 2 and GDPR-aligned data handling, aimed at large enterprises running integrated, always-on CX and EX programs rather than one-off surveys.

At a glance

Vendor Medallia, Inc.
Pricing model Quote only
Free tier No
Deployment Cloud
Open source No
Best for Large enterprises unifying survey, digital and contact-center feedback into one CX program.

Pricing

Priced in annual tiers based on 'Experience Data Records' (EDRs) processed; figures not published, quote via sales.

Checked on the vendor's own page on September 21, 2026: no prices are published. Expect to be quoted.

Features

  • NPS-style, CSAT, CES and open-text survey capture
  • AI-driven text and speech analytics (Athena AI)
  • Digital, call-center and social feedback signal capture
  • Closed-loop case management and journey orchestration
  • Role-based dashboards for frontline and executive users
  • SOC 2 and GDPR-aligned data handling
  • Real-time alerting on operational feedback events

Integrations

Profile last reviewed September 21, 2026

Head to head

Alternatives

Qualtrics Enterprise experience-management platform for building surveys and turning customer, employee and market feedback into governed programs. Forsta Enterprise market-research and CX survey platform formed from the merger of Confirmit, FocusVision and Dapresy. SurveyMonkey Self-serve survey platform for NPS-style, CSAT and market-research surveys, from a free plan to team and enterprise tiers.

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Terms to know

Net Promoter Score (NPS) A single-question survey score that gauges customer loyalty by asking how likely someone is to recommend a company. KPI (key performance indicator) A measurable value tracked over time to show whether a team or process is on track toward a goal. Customer segmentation Dividing a customer base into groups that share meaningful traits so each can be targeted or served differently. Customer satisfaction score (CSAT) A survey metric that asks customers to rate how satisfied they were with a specific interaction, product or purchase. Speech analytics Software that transcribes and analyzes spoken audio, such as call center recordings, to extract sentiment, keywords, and compliance signals.

Related guides

How to choose a survey and voice-of-customer tool Survey and VoC tools split into self-serve builders and enterprise XM suites; pick by distribution channel, text-analysis depth and who owns the program.