Medallia

Enterprise experience management platform for customer, employee and contact centre feedback

As of 1 September 2026, Medallia's pricing is not published; the vendor quotes on request. An enterprise experience management suite bought by large organisations to unify feedback across customer, employee and contact centre channels. Softwr lists it under Surveys. Medallia is made by Medallia, Inc., available on Web, iOS, Android.

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Overview

What Medallia does

Medallia is an experience management platform covering customer experience, employee experience, contact centre analytics and market research. It ingests feedback from surveys, digital behaviour, call transcripts and reviews, applies AI-driven text and sentiment analysis, and routes signals to role-based dashboards so frontline staff and executives see the same underlying data at different levels of detail. What distinguishes it from QuestionPro or Zonka Feedback is scale and integration depth rather than any single feature: Medallia is built to ingest structured and unstructured signals across an entire enterprise, including contact centre conversational intelligence and agent coaching, not just discrete surveys. That breadth is also the cost driver, because implementation typically involves consulting engagement, data integration work and role-based rollout across many departments before the platform delivers value. Buyers are large enterprises, often in retail, financial services, healthcare and hospitality, with dedicated CX or insights teams and budget for a multi-year platform contract. The trade-off is that Medallia is not a tool a department can adopt on its own initiative; it requires executive sponsorship, IT integration and ongoing platform administration, and switching away from it later means re-architecting feedback collection across the whole organisation.

What people use it for

A retail or hospitality chain that wants customer feedback, digital behaviour and call transcripts unified in one platform
An enterprise with a dedicated CX team needing role-based dashboards from frontline staff to the executive team
A contact centre wanting agent coaching and quality management driven by the same data as customer satisfaction scores
A company running employee and customer experience programmes and wanting one vendor across both

Where it falls short

Concrete and checkable, so you can decide whether any of them matter to you. This is the half of a review a vendor will not write about Medallia.

There is no published pricing and no self-serve tier, so evaluating cost requires a sales process before any real budgeting can happen.
Implementation is a project, not a signup, and typically involves data integration and consulting work before the platform produces usable dashboards.
The breadth of modules means a buyer who only needs a simple survey tool is paying for enterprise infrastructure they will not use.
Switching away later means re-architecting how feedback is collected across the organisation, which creates real vendor lock-in once rolled out.
Smaller teams and mid-market companies are effectively priced out, since the platform and its go-to-market are built for large enterprise accounts.

Cross-shopped

What people choose instead of Medallia

Each pairing was judged by two reviewers asking whether a buyer would genuinely weigh the two against each other. The ones that failed were deleted rather than published.

Medalliavs
QuestionPro
QuestionPro: If you want a self-serve platform with published pricing rather than an enterprise-only contract
Medalliavs
Zonka Feedback
Zonka Feedback: If you want multi-channel CX feedback without an enterprise sales process
Medalliavs
Zoho Marketing Automation
Zoho Marketing Automation: If your feedback needs sit within a smaller marketing stack rather than an enterprise experience platform

Pricing

What Medallia costs

Taken from the vendor's own pricing page. Prices move, so check before you buy.

Medallia Experience Cloud

On request

No published pricing, sold as a multi-year enterprise contract
Pricing depends on modules (CX, EX, contact centre, market research)
Implementation and integration typically charged separately
Volume-based on feedback signals and user seats

Capabilities

Features

Multi-channel feedback capture
Surveys, digital behaviour tracking, call transcripts and review monitoring in one platform
AI text and sentiment analysis
Automated theme extraction and sentiment scoring across unstructured feedback
Role-based reporting
Dashboards tailored to frontline staff, managers and executives from the same data set
Contact centre analytics
Conversational intelligence, agent coaching and quality management for call centres
Experience orchestration
Automated case routing and workflow triggers based on feedback signals
Market research tools
Agile research and video research capabilities alongside operational feedback

Answered, with sources

Questions people ask

Each answer names the page it came from, so you can check it rather than take our word for it.

Is there a self-serve or free version?

No. Medallia sells only through direct sales with quoted enterprise contracts; there is no published price list.

Can a mid-sized company buy Medallia?

Technically yes, but the sales motion, implementation cost and contract structure are built for large enterprise deployments, not smaller teams.

Does it replace a standalone survey tool?

It can collect surveys, but its value is in unifying multiple feedback channels; a company only needing surveys is better served by a cheaper dedicated tool.

Keep looking

Where to go from Medallia

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Softwr does not host reviews and shows no star rating for Medallia, because a rating we did not collect is not ours to publish. What is here is the pricing and platform detail from the vendor’s own pages, limitations we could state concretely, and alternatives a reviewer confirmed people weigh against it. Tell us if any of it is wrong.

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