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Medallia vs SurveyMonkey: Detailed Comparison

Kate William

8 min read

Online survey tools are great when it comes to collecting feedback from customers. There are many tools these days which have come into the market. Many of them are good, but many of them are not up to the standards expected from a tool which is for hardcore businesses. Hearing feedback from customers and making use of their feedback is one of the best things that businesses can do if they want to achieve incredible success. 

There was a time when conducting surveys was a time-consuming process, but thankfully, that is not the case anymore, thanks to technology. You can do the entire process of survey within the confines of your office or home, and it will not even take more than a few minutes to create a good survey. 

Online surveys are stress-free for everyone, starting from the respondent to the business. The drawbacks in traditional methods are immense. Earlier, businesses had to print hundreds of thousands of copies of the questionnaire, hand them over to the respondents personally, wait for them to finish their responses and then hand it over at the company. Then we will have one more team will collate the responses, go through each one of them manually to find out if there are any patterns or anything that will help take business decisions. 

In today’s scenario, you can use a tool like SurveyMonkey or SurveySparrow to get all of this done within minutes. Minutes! How awesome is that! All you need to do is create a survey, add the questions to the online survey tool, send it to respondents, and once you receive them online, the tool itself will put them into a dashboard to give you a brilliant analysis of the survey. You can see an example of this in a walkthrough and review of SurveySparrow.

Medallia vs SurveyMonkey:


Founded in 2001, Medallia has a simple mission- ”To create a world where companies are loved by customers and employees alike.” It is an online survey tool that has extremely powerful capabilities of capturing feedback and experience signals whenever customers are interacting. Medallia Athena brings artificial intelligence and machine learning to the platform, which helps the tool to discover patterns, uncover issues, predicts behavior and helps find new business opportunities. With the help of the Medallia Experience Cloud, businesses can make vast improvements to customer experience and employee experience, create upselling and cross-selling opportunities, reduce churn, and turn detractors into promoters. 


While there are a lot of online survey tools these days, SurveyMonkey is one of the oldest ones. The company was started in 1999 and it serves more than 60 million customers worldwide. Thanks to its advanced reporting feature and analytics feature, you will be able to take business decisions that will affect your company positively. While SurveyMonkey doesn’t enjoy the same kind of clout anymore because there are a lot of players these days, there is no doubt that it is one of the most reliable online survey tools in the market. 

Medallia vs SurveyMonkey: Features

Here’s a detailed comparison of Medallia vs SurveyMonkey features..

Features of Medallia:

Built-in controls:

You can believe in the integrity of the data as it has built-in controls which can be used to validate results that are accurate, reliable and valid. 

Skip Logic:

In this, the respondent doesn’t have questions that aren’t relevant to them. For example, if a customer answers Question 1 with ‘Yes’ and Question 2 is only relevant for those who answered a ‘No,’ then they don’t have to answer this question. In fact, it wouldn’t even be shown to this respondent; they will be directly taken to the 3rd question.

Data Analysis Tools:

It has extensive data analysis abilities which help take care of understanding the feedback. With an attractive dashboard and reporting facility, businesses will be able to identify the responses, group them accordingly, thereby making it easy to make decisions. 

Sentiment analysis:

The tool uses machine learning and NLP to interpret and classify emotions based on the responses for the survey. It helps in understanding the sentiment of the user towards the brand. 

Enhanced user experience:

It offers a rich experience for the respondent as it is possible to include interactive visualizations and intuitive experience, no matter where someone is accessing the survey from. 

Features of SurveyMonkey:

Drag-and-drop builder:

The entire process of creating a customer survey becomes extremely easy because of SurveyMonkey’s drag-and-drop builder. You only require a minimal effort to build a survey because the builder itself is intuitive and helps speed up the process. 

Here’s an employee evaluation survey created using SurveySparrow, a SurveyMonkey alternative that offer much more than just surveys.

You can create a FREE account on SurveySparrow. to create similar employee engagement surveys.

Conditional Logic:

The ability for customers to skip questions based on the responses to their previous questions is called conditional logic. It saves a lot of time for the customer and increases the chances of respondents completing the survey. 

SSL Encryption:

SurveyMonkey takes the data of its customers extremely seriously. The data that you send to them in the form of your survey responses cannot be hacked by anyone because it is stored in an encrypted format. 

Multilingual surveys:

If you have a business whose customers are available throughout the world, then you are in a difficult position if your online tool does not support multilingual surveys. Your customers will appreciate you if you send them your survey questions in a language that they can understand. If you have overseas customers, not all of them might be familiar with the English language. SurveyMonkey supports multiple languages, and it is also accessible from any device. 

Embed NPS questions:

For finding out how loyal your customers are or to gauge the chances of someone leaving you for a competitor, Net Promoter Score is one of the best customer satisfaction surveys out in the market. With the help of SurveyMonkey, you can send NPS questions at regular touchpoints.  

Close the feedback loop:

Your survey is a joke if you do not work on the feedback sent by your customers. It is pivotal that you work on the inputs given by your customers. It is called closing the feedback loop. Your customers will be extremely happy and satisfied with you when they know that you have listened to them and taken steps to solve their issues. SurveyMonkey makes it possible to ask follow-up questions, take appropriate action and close the feedback loop. 

Use APIs as a trigger:

You can use APIs to trigger surveys through emails. 

Medallia vs SurveyMonkey Templates: 

Medallia has a repository of questions that can be used by businesses while creating surveys. Having a bunch of questions or templates for different kinds of surveys is crucial for most businesses because they might not be aware of how to prepare questions. 

SurveyMonkey has more than 240+ templates which makes it easy for you to create surveys. The online surveys can be created even by someone who does not know how to write a single line of code. Since the templates are available for different use cases, you will always be able to find one that is used in your niche. 

Medallia vs SurveyMonkey: Integration 

Medallia easily hooks into established systems and processes. From collaboration tools like Slack and Workplace to customer engagement platforms like Salesforce and Marketo, the options are endless with Medallia. 

SurveyMonkey allows you integration capabilities with the software of different kinds. Email, Events, Marketing, Productivity, Customer support, digital gifts, email, education, etc. 

Let us give you an idea of the tools that can be integrated with SurveyMonkey. 

If you are looking for customer support functions, it allows for integration with Freshdesk’s products, C-Connect, Jitbit Helpdesk, etc. For productivity, Flow, Built, Blendr, Automate, and Azuqua, are some of the tools that can be integrated. CRM integrations- Akita, Gainsight, Salesforce, HubSpot, Affinity Canvas, etc. 

Medallia vs SurveyMonkey: Pricing

Medallia’s pricing is customizable. You can contact Medallia to understand their pricing and the features available for each plans they offer. 

SurveyMonkey has three plans for its users: Basic, Team Advantage and Team Premier (Team stands for team plans, individual plans are also available).  The Basic plan is available for free and it allows only 1,000 responses per month. The Team Advantage costs $28/user/month. The Team Premier plan will put you back by $75/user/month. If you are looking for more features with powerful collaboration tools and resources, then you can get in touch with the team at SurveyMonkey for custom requirements. 

What are some of the must-haves in an online survey tool?

While it is something that only you should be able to figure out, here is what we think should be compulsorily included in an online survey tool. 

Online Survey Software

Anonymous Surveys:

We cannot stress enough about the importance of online surveys. Businesses need to understand that there will be certain people who will not like to share their details when responding to a survey. To give you an example, why would an employee say openly if they have any scathing feedback about a superior of theirs or the company itself. They know that by doing so, they are putting their job at risk. For instances like this, you have to offer anonymous surveys. 


Multi-user collaboration:

Imagine having to share passwords and wait for multiple authentications when you are working as a team. It can get frustrating for everyone involved in the process. This is why multi-user collaboration completely eliminates the frustration and makes the process of survey creation a smooth process. Even though multi-user collaboration is important, you can also make it restrictive for certain accounts if the data is sensitive. 

Data security:

The data that respondents send should be secure and not shared with anyone outside the organization. It should only be accessible to stakeholders. Safeguard your respondent’s data with care. Ensure that you have a process to make sure of its security. 

Skip Logic:

This is again one of the most popular features that any customer would want. By providing skip logic, your respondents can easily move away from a question that will not apply to them. 

These are some of the features that are a must-have in the online survey tool that you would be using. 

Why do you have to choose the right online survey tool?

We have given you major pointers in this Medallia vs SurveyMonkey comparison. Now is the time for you to decide which one to choose, or you can try a completely different one too based on your business needs. Also, you need to understand why choosing the right online tool is important. You need to understand that the online survey tool with the most number of features is not necessarily the best one for you. 

Businesses need to choose a tool whose features and benefits are directly related to their business objectives. If you think a particular feature is missing in the online survey tool, but they are not necessarily important for your business objective, then it is totally all right to not worry about it. 

There are a lot of things that you can do with the help of an online survey tool, starting from understanding your customers and employees deeply, measuring your customer onboarding process to getting a better idea of what they think about your brand, the advantages are endless. You cannot afford to compromise when choosing the right online survey tool, spend ample time and make that decision. 

Wrapping it up.. 

Each of these tools has their own advantages. We, at SurveySparrow would be extremely happy if you used this as an opportunity to be clear about which online survey tool to choose from. There are a lot of other tools that you can try for yourself. Ensure that you choose one to achieve your business objectives and not just because it is fancy. Check out the reviews of these online survey tools on platforms like G2. Understand how they are faring, who are its most happy users and what are the different use-cases for them. Doing all of this will bring you closer to choosing the right one for your business needs. 

Well, we would like to take this opportunity to talk about our tool as well- SurveySparrow. It is one of the best tools if you are looking for surveys which sounds conversational and engages the respondents enough to complete them. It has a lot of attractive features like anonymous surveys, skip logic, advanced branching, enterprise-grade data security, and so on. If you want to know more about how it can help you, then get on a call with our customer success team who will be able to guide you. 

Kate William

Content Marketer at SurveySparrow

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