Cognito Forms vs. Medallia

It's excellent for small sets of forms, from simple to highly complex It's not good at scale. With over 170 forms now, we desperately need some way to manage and maintain shared content once Cognito does not help. Their approach is that you can copy a working form (great) and modify it to create the next one. That's how we've got so many forms...

Any customer service industry would benefit from implementing Medallia. This is your one-stop-shop for everything surveying and data analytics. I have personally seen this successfully implemented in both software companies and retail. Medallia offers multiple integration options to create connected applications in your business. This is designed as an enterprise solution, smaller businesses may find it difficult to justify the cost.

Incentivized

• New Hire Form - It announces the new hire and provides direction to several departments on their needs, computer, phone, security level, etc.
• Terminations - We use it to shut off security, badges, computers, track phone, electronics, etc.
• Temp Form - It provides an avenue to enter them into our payroll system for tracking hours, also, for the start and end dates.

Incentivized

• It provides a rating for customers to rank how satisfied or not satisfied they are with the service.
• As an Account Manager, this is a helpful tool to hear customers' experiences and feedback.
• It helps us manage our next steps because the tools also provide options to note the action taken and if the issue has been resolved or not.

Incentivized

• We have families of forms with a mix of unique parts and common functionality. Cognito has no ability to copy a field or a section (set of fields) between forms. If you need to update the common functionality, you have to do it separately for each affected form.
• It seems that the (large and impressive) functionality has outgrown the capabilities provided to manage sets of complex forms that exploit this functionality - such as copying and pasting between forms or being able to define a section in one place and have it appear in many forms (#include)
• The documentation is incomplete - often have to discover how things work by trial and error
• A spell checker for content would be nice!

• Our service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency.
• Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform.

We have been using Cognito Forms for over 5 years. We find it very easy use and it is part of the programs we use on a daily basis.

Incentivized

Medallia's user interface is simple and intuitive for the end-user. Everyone in our organization from the CEO to store level team members use Medallia to see how we are delivering experiences for our customers. From an administrative side, I would rate Medallia closer to a 7.5, but this part of Medallia is not used as often post-implementation. That being said, you will need a technical/IT resource on staff or will need to pay a premium to a 3rd party to manage it for you.

Incentivized

Very friendly and helpful, but typically takes at least one day to respond. However, when they do respond they dive right into the specific form I ask about and tell me exactly how to fix what I need help with

Incentivized

Medallia is always there to answer questions and/or support our needs. In some cases it does require a PO if the request does not fall under normal support, but that does not change the fact that they are very responses and available to support your needs

Incentivized

I have not used any other programs like Cognito Forms. I have been with my company for almost two years. I very much like the ease of this system and its capabilities. I like knowing everyone is using the same thing. I do not foresee us making any changes to our current use of Cognito Forms.

Incentivized

We are also using Salesforce.com for our customers/clients' records, usage, cases, and such. Like Medallia, we are using Salesforce.com to understand the different account usage based on the services we provide. With the data provided by Salesforce.com, we would understand where we are lacking, which parts we are strong in, and which part of the service needs improvement. All in all, both products are very helpful and, [conveniently,] both are integrated into one another.

Incentivized

• We have used Cognito Forms in place of having to purchase a specific platform or software for Employee Engagement
• We have used Cognito Forms for great surveys and found the reporting pretty good too

Incentivized

• It does play a big role when we are running a referral campaign. Referral greatly affects sales and retention since customers are bringing in new clients/customers.
• It helps our organization keep track of the accounts that are most likely to churn by checking their feedback and knowing how we can improve our service.

Incentivized