Enterprise XM costs a fortune. Feedback doesn’t have to.
Why choose SmartSurvey over Medallia?
Insight depth Medallia ships behind a consultant
Spot where friction shows, what customers really want, and what to fix next. All without needing to book a call.
Pay for feedback workflows, not shelfware
Collection, insight, sharing, and closing the loop. None of the enterprise XM surface area you will never touch.
Skip the specialists, run it all by yourself
Edit surveys and dashboards, dig into findings yourself, and share insights across stakeholders. No services ticket needed.
Switch without betting the quarter
Run SmartSurvey alongside one Medallia programme, match the reports execs already trust, then move at your pace.
Everything you need. Nothing you’ll never use.
| Capability | SmartSurvey | Medallia |
|---|---|---|
| Implementation | Days to weeks | Partner-led, enterprise |
| Survey-led workflows |  Core focus |
One input among many |
| Day-to-day changes | Your team |
Paid services, per reviews |
| Entry pricing | Published |
 Custom quotes |
| UK data hosting | Standard |
|
| UK-based support | |
|
| UK-based AI model | |
|
| AI case responses | |
|
| Omnichannel signals | Limited | Strong |
| Cost | ££$$ | £££££$$$$$ |
| Best fit | Mid-market and regulated teams | Global enterprise XM |
Get up and running in days, not months
Medallia is built for vast experience programmes. SmartSurvey is built for the teams that need answers this week.
Launch your first project rapidly
Start from a template, build from scratch, or generate a survey with AI.
Reach people wherever feedback happens
Email, SMS, QR, kiosk, web, offline, paper. One platform, every route in.
See what’s changing while it still matters
SLive dashboards turn fresh responses into visible trends, not quarterly.
Keep control where the work actually happens
You shouldn’t need a steering committee to change a question.
Edit surveys without waiting on specialists
Adjust logic, wording, branding, and structure without raising a ticket.
Build dashboards your team can actually use
Filter, slice, share, and report without sending requests through an analyst.
Investigate the messy answers, not just the tidy scores
Use AI to surface themes and sentiment from open text, so your team can move from “what happened?” to “what now?”
More signal doesn’t mean clarity. Cleaner data does.
More feedback does not create better decisions. Better feedback does.
Design surveys that produce cleaner evidence
Logic, validation, piping, quotas, and structure help you collect responses your team can rely on.
Turn open text into clear priorities
Spot repeated themes, sentiment shifts, and emerging issues without reading every comment by hand.
Close the loop before problems become patterns
Score, route, and act on feedback while the customer, employee, or citizen still remembers giving it.
Get help from people who actually understand your project
With Medallia, you may be one programme inside a global enterprise machine. With SmartSurvey, you get a UK-based team that helps you get the work live and deeply cares about your success.
Speak to people who understand regulated feedback
Phone, chat, email, and dedicated support options for paid and Scale+ plans.
Use managed services when speed matters
Need surveys, dashboards, distribution, or reporting built for you? We can help without making consultancy the default operating model.
Get unstuck before momentum dies
When your project's launch is blocked, you need practical answers that get you where you need to be, fast.
Customer testimonials
“SmartSurvey combines user-friendliness with the security we need. It’s helped us make data-driven decisions to deliver better experiences.”
Frequently asked questions
SmartSurvey is a feedback management platform built around advanced surveys, flexible logic, and multi-channel distribution. You get the insight depth most CX teams need without the cost or complexity of an enterprise experience suite. The platform is intuitive enough for your team to own, with case management, dashboards, and AI analysis included so you can act on what customers say.
Most teams are live within a week. There is no months-long implementation, no professional services dependency, and no waiting on specialists. You can build your first survey, distribute it across channels, and start collecting feedback the same day. For larger CX or EX programmes, our team supports setup on Scale and above.
Yes. You can request a personalised demo to see SmartSurvey in your own context, and a trial can be set up as part of that conversation. The best place to start is by requesting a demo.
SmartSurvey publishes its self-serve plans, so you can see prices, response volumes, and features before anyone calls you. Medallia does not publish a price list; contracts are custom-quoted and reviewers describe significant services costs on top. If budget certainty matters, start with the platform that shows you the number.
Medallia remains an analyst-recognised enterprise XM leader. But it is also a platform in transition: in April 2026 control passed from Thoma Bravo to its lenders in a publicly reported debt restructuring. If what your team actually needs is survey-led feedback, you can get value in days from a platform whose pricing and roadmap you can see, and skip the enterprise contract risk entirely.
Yes. SmartSurvey embeds surveys into websites and apps, connects with CRMs such as Salesforce and HubSpot, ties into Power BI for reporting, and offers full API and webhook access. You can also link Zapier, Power Automate, Microsoft Dynamics, Slack, Teams, Monday.com, and Pipedrive without development work.
Yes. SmartSurvey is ISO 27001 certified and Cyber Essentials Plus accredited, with NHS DSPT compliance. Data is encrypted in transit with TLS and at rest with AES, and all data is stored in UK data centres as standard, with GDPR compliance built in.
UK-based phone, live chat, and ticket support is included on paid plans, from Advanced to Full Access. There are no tiered service levels and no risk of being deprioritised because your account is too small. Scale plans and above also include a customer success manager who will work with you directly.
