Medallia
Medallia is an enterprise experience management platform that captures customer and employee signals across all channels to provide real-time insights and automated actions for improving brand loyalty.
Refiner
Refiner is a customer survey software for SaaS companies that helps you capture actionable product feedback and calculate NPS, CSAT, and CES scores with highly targeted in-app widgets.
Quick Comparison
| Feature | Medallia | Refiner |
|---|---|---|
| Website | medallia.com | refiner.io |
| Pricing Model | Custom | Subscription |
| Starting Price | Custom Pricing | $99/month |
| FREE Trial | ✘ No free trial | ✓ 14 days free trial |
| Free Plan | ✘ No free plan | ✘ No free plan |
| Product Demo | ✓ Request demo here | ✓ Request demo here |
| Deployment | ||
| Integrations | ||
| Target Users | ||
| Target Industries | ||
| Customer Count | 0 | 0 |
| Founded Year | 2001 | 2019 |
| Headquarters | San Francisco, USA | Paris, France |
Overview
Medallia
Medallia helps you understand and improve every interaction people have with your brand. By capturing feedback across text, voice, video, and digital channels, you can see exactly where your customer experience excels or falls short. The platform uses artificial intelligence to analyze millions of data points in real-time, automatically identifying trends and predicting future behavior so you can stay ahead of customer needs.
You can empower your entire team—from the front line to the C-suite—with personalized dashboards that show relevant insights for their specific roles. Whether you are looking to reduce customer churn, boost employee engagement, or optimize digital products, the software provides the tools to close the loop and take meaningful action. It is designed for large organizations that need to manage complex experience programs at a global scale.
Refiner
Refiner is a specialized survey and customer feedback platform designed specifically for SaaS teams who need to understand their users better. Instead of sending generic email surveys that get ignored, you can trigger perfectly timed in-app widgets based on specific user behavior. This allows you to capture feedback while your product is top-of-mind, leading to significantly higher response rates and more accurate data.
You can use the platform to automate your entire customer research process, from tracking Net Promoter Scores (NPS) to conducting product-market fit surveys. It helps you identify at-risk customers before they churn and uncover which features your power users value most. By syncing this feedback directly with your CRM or product analytics tools, you turn raw survey responses into actionable data for your product and success teams.
Overview
Medallia Features
- Omnichannel Capture Collect feedback from your customers wherever they are, including email, SMS, mobile apps, web, and even physical locations.
- Athena AI Uncover hidden patterns in your data with built-in artificial intelligence that predicts customer behavior and identifies high-impact issues.
- Text Analytics Analyze unstructured text from reviews and social media to understand the sentiment and themes behind what people are saying.
- Video Feedback Capture the emotion and context of customer experiences through video submissions that bring your data to life for stakeholders.
- Action Management Route critical feedback automatically to the right team members so you can resolve issues and close the loop quickly.
- Experience Orchestration Personalize customer journeys in real-time by triggering specific actions based on the feedback and signals you receive.
Refiner Features
- In-App Survey Widgets. Launch beautiful, non-intrusive surveys directly in your web or mobile app to catch users while they are active.
- Precise User Targeting. Trigger surveys based on specific user traits or behaviors so you only ask the right questions to the right people.
- Automated NPS Tracking. Set up recurring Net Promoter Score campaigns that run on autopilot to monitor your customer loyalty over time.
- Product-Market Fit Surveys. Measure how disappointed your users would be without your product using built-in templates designed for growth.
- Real-Time Alerts. Get instant notifications in Slack or email when a customer leaves a negative response so you can intervene immediately.
- Visual Analytics Dashboard. Analyze your survey performance and customer sentiment trends with clear, easy-to-read charts and segmentation tools.
Pricing Comparison
Medallia Pricing
Refiner Pricing
- Up to 5,000 monthly active users
- Unlimited surveys and responses
- All survey types (NPS, CSAT, CES)
- In-app, email, and link surveys
- Basic integrations and webhooks
- Standard reporting and analytics
- Everything in Essentials, plus:
- Up to 5,000 monthly active users
- Advanced segmentation and targeting
- Custom branding and CSS
- Priority support
- Advanced integrations (Salesforce, HubSpot)
Pros & Cons
Medallia
Pros
- Powerful real-time data processing for large organizations
- Highly customizable dashboards for different user roles
- Excellent sentiment analysis for unstructured text data
- Strong mobile app for monitoring feedback on-the-go
Cons
- Significant time investment required for initial setup
- High price point geared toward enterprise budgets
- Interface can feel complex for non-technical users
Refiner
Pros
- High response rates compared to traditional email surveys
- Excellent targeting options based on real-time user behavior
- Clean and modern survey design that matches your brand
- Seamless integration with popular tools like Segment and Slack
Cons
- Starting price point may be high for early-stage startups
- Requires technical installation of a code snippet or SDK
- Advanced customization features require higher-tier paid plans