Background Information
Medallia is an experience management platform designed to capture and analyze real time feedback from guests. This Job Aide reviews functions of reviewing and responding to guest feedback, reviewing guest analytics, and understanding how to close the loop.
Feedback Feed
From the dashboard screen, select Feedback in the home ribbon to open the Feedback Feed. In this feed, review individual social feedback and survey responses. Users can view all surveys in an inbox view, as well as dig into individual surveys.
Select a Response Alert to open for more details.
Leadership roles have access to assign, re-assign, close, or further edit an alert. Non-leadership and leadership roles have access to respond to an alert.
Select Respond to open a menu of respond options. From this menu, select a desired response, edit as needed, and send it to the guest.
Analytics Feed
From the dashboard screen, select Analytics in the home ribbon to open the Analytic Feed. In this feed, review analytics based off guest responses, alerts, trends and more.
View different types of analytic feeds by selecting one of the icons in the upper right corner. The example below shows the Distribution feed.
Closing the Loop
From the dashboard screen, select Closed Loop in the home ribbon to open the Closed Loop feed. In this feed, review the overall responses, response time, alert closures, and alert closure times to get a better understanding of how the company is managing these items.
Some analytic graphs offer additional information. Hover your mouse over graph data to better understand that item.
To review images or save/download/print a copy of this Job Aide, please select the pdf attachment.