End-user feedback

End-user feedback (EUF) enables you to learn more about users' experiences with Medallia Experience Cloud, leveraging Digital Feedback. It does this through two in-product surveys:

  • Always-on feedback — Opened by users anytime, and from any screen in Experience Cloud.
  • General intercept — Opens automatically at periodic intervals during a time users are in Experience Cloud.

Users click the Feedback tab on the right side of any Experience Cloud screen to open the Always-on feedback survey:

EUF Always-On Feedback survey

The General intercept survey is similar:

General Intercept survey

The importance of EUF

EUF is an essential part of the Medallia philosophy of listening to customers to continuously improve. Discuss EUF with your company representatives from the beginning of the implementation process (such as in the pre-kickoff and kickoff presentations), noting the following benefits:

  • The EUF surveys are part of the foundation of the Medallia philosophy of obtaining feedback to continuously improve our product and services. This foundation includes:
    • The one-time implementation survey, administered at the end of an implementation
    • The Services survey administered annually
    • The EUF surveys, which give critical, ongoing user feedback
  • EUF surveys are beneficial to the company, and are meant to improve the quality of programs.
  • End users have their voices heard. They are the ones using the program. Their feedback is most important to drive adoption and increase engagement, which Medallia has shown improves program effectiveness.
  • The EUF survey is unobtrusive. There are only a few questions that take approximately 30 seconds to answer. The Always-On Feedback survey shows only when users open it. The General Intercept survey opens only after 10 logins, and once every 90 days after user is in Experience Cloud for at least 90 seconds and abandons a page.
  • The survey also presents an easy option to allow users to opt-out of the survey permanently.

Configuring EUF

If your company is using Medallia Alchemy Experience Reporting, EUF is activated automatically, and without the need for configuration. However, to avoid any conflict with the version of EUF associated with older reports, ensure that the older version of EUF is deactivated.

Restriction: To activate End-user Feedback push reports, ask your Medallia expert to file an activation request with Medallia Support.

Medallia Support must submit this form to activate the reports.

Note: If your company demands to be opted out of the automatic EUF program, contact your Medallia expert about submitting an entry in the Opt-Out form.

Complete the following steps to turn off the older version of EUF after Alchemy Experience Reporting has been enabled for your Experience Cloud instance:

  1. Open the Company > Profile > Intercept survey screen in Setup.
  2. If necessary, turn off the Enabled property and then click Save.

    Enabled property on the Intercept Survey screen

  3. Open the Company > Profile > Feedback Link screen.

  4. If necessary, turn off the Enable the Express feedback link property, and then click Save.

    Enable the Express feedback link property on the Feedback Link screen

Disabling EUF

If you want to disable EUF completely, complete the following steps:

  1. Complete the procedure in the Configuring EUF section, above.
  2. Open the Company > Profile > End User Feedback Settings screen in Setup.
  3. Select the End User Feedback Disabled property.
  4. Click Save.

The End User Feedback Settings screen

EUF reports

Based on the data users submit, Medallia builds reports to help you make informed decisions about how to improve users' Experience Cloud experience. Medallia also uses this information to help guide decisions about feature enhancements and the product road map. EUF includes two types of reports:

  • Push reports — Automatically-generated reports emailed to Medallia and partner stakeholders
  • Medallia@Medallia dashboards — Reports available only to the Medallia experts managing the company instance

Push reports

Push reports are generated on request for the Medallia Account, Customer Core, and Partner teams. These reports are generated as Excel files automatically, and emailed weekly on Mondays at 10AM Pacific time. The reports include responses from the past week, and aggregate scores from the past 3 months.

The following image shows an example of an EUF push-report email:

EUF push-report email

Medallia@Medallia dashboard

The EUF dashboards in Medallia@Medallia are accessible to users with the In-product Feedback role in the Medallia@Medallia instance. The following image shows an example of Medallia Text Analytics feedback in the Medallia@Medallia instance:

Text Analytics feedback in a dashboard

Limitations of the EUF program

The following limitations apply to the EUF program:

  • All surveys are in English, French, German, Portuguese and Spanish.
  • You cannot add, delete, or modify questions in the survey. Medallia relies on the consistency of these questions for aggregate reporting across programs.
  • You cannot be selected specific users for inclusion or exclusion from the EUF program. However, users can decline taking the survey, and not be asked again for 90 days.