Global enterprises ($1B+ revenue, 5,000+ employees) running contact-center-anchored CX programs with deepest signal-capture and closed-loop orchestration requirements.
Mid-market wanting fast time-to-value, buyers prioritizing AI text analytics velocity (InMoment / Chattermill better), or buyers diligencing post-PE product trajectory.
Is Medallia a trustworthy vendor?
- 2019-07-19IPO on NYSE:MDLA at $2.5B valuation
- 2021-10-29Thoma Bravo took Medallia private at $6.4B
- 2023-04-22CPO + CMO transitions reported post-take-private
- 2024-06-22Buyers reported product velocity slowdown vs pre-2021 cadence
- 2025-03-22Athena AI 2.0 launched with summarization and theme extraction
- 2025-09-22Mid-enterprise buyers reported 12-25% renewal escalations
What 1,240 reviews actually say
Synthesized from G2, Capterra, Reddit, Trustpilot. Patterns >15% prevalence shown.
Praise patterns
- Deepest Fortune 500 enterprise installed base78% →
- Strongest contact-center-anchored coverage71% →
- Stella closed-loop orchestration64% →
- Signal-capture breadth (survey + voice + digital)51% →
- Mature global services partner ecosystem41% →
Complaint patterns
- Product velocity slowed post-Thoma-Bravo51% ↑
- Renewal pricing escalations 12-25%47% ↑
- Implementation heavy (6-12 months)41% →
- Executive churn 2022-202438% →
- Athena AI behind Qualtrics Text iQ31% →
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“Medallia is still the right call for contact-center-led CX at scale. Post-Thoma-Bravo, we have noticed slower product releases and harder renewal conversations than the pre-2021 era.”
Director Customer Experience, Fortune 100 telco· G2 · 2026-02-12
What buyers actually pay
286 anonymized deal disclosures · last updated 2026-05-01
| Company size | Median annual |
|---|---|
| 1,000-5,000 employees | $180,000 |
| 5,000-25,000 employees | $520,000 |
| 25,000+ employees | $1,450,000 |
Auto-verified certifications
Editorial: Strengths
- Deepest Fortune 500 enterprise installed base
- Strongest contact-center-anchored CX coverage
- Mature signal-capture breadth (survey + voice + digital + video)
- Stella closed-loop orchestration with mature playbooks
- Athena AI text analytics
- Mature global delivery and services partner ecosystem
- SOC 2 + ISO + FedRAMP profile
Editorial: Weaknesses
- Product velocity visibly slowed post-Thoma-Bravo October 2021
- Renewal pricing escalations 12-25% widely reported
- Executive churn through 2022-2024 (CPO/CMO transitions)
- Implementation heavy (6-12 months typical)
- Athena AI behind Qualtrics Text iQ on out-of-box accuracy
- Per-response and per-module pricing complexity
- UX dated relative to modern challengers
Key features & integrations
- +Surveys (NPS / CSAT / CES)
- +Contact-center voice analytics
- +Digital feedback (web / mobile)
- +Social signal capture
- +Athena AI text analytics
- +Stella closed-loop orchestration
- +Journey orchestration
- +200+ integrations
Read our full ranking of Voice of Customer (VoC) Software
Medallia ranks #2 in our editorial review of 10 voice of customer (voc) software platforms. The deep-dive covers methodology, comparison tables, decision matrix, migration scoring, and FAQs.
Read the full rankingClosest alternatives in Voice of Customer (VoC) Software
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