Digital Feedback overview

Expectations for digital experiences have never been higher, and leading organizations need a way to connect to potential respondents at any moment. Their feedback is the only reliable way to know if the experience is delivering what the organization intended. Only by collecting and analyzing such feedback can organizations act accordingly to consistently deliver best-in-class experiences. Medallia's Digital Feedback package manages these intuitive and personalized experiences - both individually and at scale. Collect proactive and passive feedback engagement as signals from any digital platform, including websites, mobile applications, connected devices, or within software applications.

An example Digital Web survey.

Digital Feedback provides the ability to collect passive or proactive feedback about any topic such as product ease of use, task completion or abandonment, content effectiveness and relevance, overall satisfaction, and likelihood to recommend to others. Digital Feedback signals such as these are analyzed and provided through Medallia's Experience Cloud, which empowers both strategic and operational teams to drive customer acquisition, conversion, satisfaction, and engagement while creating the conditions that strengthen loyalty and operational success across their organization.

Analyzed feedback displayed in Experience Cloud.

Digital provides many of the features you're familiar with from Medallia Experience Cloud, such as inviting someone to provide feedback using a survey, targeting of users, quarantines to avoid over surveying, and so on. One of the big differences is that Digital is embedded into the digital space where you are interacting. This could be an organization's web site, their Single Page Application, a third party web-application used by employees, a mobile device app or an embedded platform such as a smart device.

Digital then seamlessly collects all feedback from any of these diverse channels, which feeds into Medallia Experience Cloud as signals. And just like any other signal, it is analyzed using Medallia's best in class features to ensure the feedback always leads to continuous improvement of any experiences being provided, leading to ever improving results for the organization.

Depending on where your organization is providing experiences, and where you want to collect feedback, embed these types of Digital Feedback into your experiences.

Digital Feedback Web

Embeds into web sites using a simple HTML tag, once deployed your experience team can initiate real-time pro-active and passive engagements anywhere on the site.

  • Create the most personalized and relevant engagement with session, journey, device, and parameter-based targeting

  • Integrate with any onsite 3rd-party technology to enhance insights and experience delivery

  • Deploy the most scalable and secure architecture for your organization such as Single Page Architecture or Dynamic Hybrid Hosting

  • Adapt your program quickly to capture new digital disruption insights with self-service

  • Launch continuously available engagements to capture page and flow-specific feedback at any time

  • Support for dynamic, proactive engagement based on session, journey and segment-based information available in-application

  • Generate artificial intelligence-based insights alerting, and workflows through direct feedback and application-based event data

  • Deploy with scalability and security with the right architecture for your organization, such as Browser Extension

For information on using Digital Web, see Digital Feedback Web administration.

Digital Feedback In-app Mobile SDK

Embeds into mobile device apps as a software library, once deployed your experience team can initiate real-time pro-active and passive engagements anywhere in the app.

  • Easily embed and initiate engagements in your app using our Survey Builder

  • Supports mobile OS native and cross platform modern frameworks such as Flutter and React

  • Support for session, journey, device, and segment-based targeting options

  • Reach and collect data from users anytime with Push Notification survey support, even when the app is closed

  • Boost app download and brand recognition with app ratings collection for Apple Store and Google Play

  • Administer your program without having to make app updates

For information on using Digital In-app SDK, see Digital Feedback In-app SDK administration .

Digital Feedback Packages

The way Digital is deployed to your instances consists of the base app, that is deployed to all organizations using Digital, and additional apps available from Medallia Xchange. The apps include:

In-The-Moment Customer Experience

Gathers targeted feedback on a website, within a mobile app, a SaaS Product, or within a Connected Device.

Target specific customers, understand experience issues or opportunities, compare across digital properties, and dynamically adjust feedback collection in real-time.

In-The-Moment Employee Experience

Gathers targeted employee feedback on a website, within a mobile app, or web-based software applications, like internal ticketing or knowledge management tools.

Target Digital surveys, compare across digital systems, and dynamically adjust feedback collection in real-time. Reporting helps surface experience issues or opportunities to help employees get more from your internal digital tools.