Stop Managing Touchpoints. Start Protecting Revenue.

Yes, and we do this all the time. Being mid-contract doesn't mean you're stuck. Many of our customers came to us while still under a Medallia agreement, and we've built an onboarding process designed to make the transition painless. It's not unusual for previous Medallia customers to be live on CustomerGauge in days, not months. We'll work around your timeline, help you manage the overlap, and make sure you're not starting from scratch.

Medallia is exceptional at what it was built for: real-time operational CX for frontline teams in B2C industries like financial services, hospitality, retail, telco, and travel. If you're managing a network of branches, store managers, or contact center agents, it's a credible choice.

It's a different fit for B2B. B2B revenue lives at the account level, where multiple stakeholders share a single relationship and a single renewal. Medallia's contact-and-touchpoint architecture wasn't designed for that, which is why most B2B customers end up either heavily customizing it through professional services or layering homegrown tools on top.

Contact-level NPS — what Medallia delivers natively — aggregates individual responses. In B2B that produces misleading signals. If procurement gives you a 9 and the VP of Operations gives you a 3, averaging those to a 6 tells you nothing useful about the health of that account.

CustomerGauge's patented Account-Centric NPS® rolls every respondent within an account into a single weighted health score that reflects the true state of the relationship. It's a fundamentally different data model, and Medallia cannot replicate it without significant custom build.

Not natively, and not in the way B2B leaders need. Medallia can show you scores, sentiment, themes, and trend lines. What it can't do out of the box is tell you that the account whose score just dropped is worth $2M in ARR with a renewal in 90 days. That requires custom integration work, professional services, or both.

CustomerGauge's Revenue-Based NPS® makes that connection automatically. Every alert your team sees is already prioritized by what's actually at stake — so the question "what is this program worth?" has a real number behind it.

Medallia is widely cited for slow, complex implementations — frequently in the 6 to 12 month range — with heavy reliance on professional services or third-party SIs. The platform's depth is real, but it comes with setup overhead.

CustomerGauge customers consistently describe the platform as fast to deploy. Anheuser-Busch saw value in the first hour live. Marel ran a 3-month pilot before going global. Most customers start with a focused pilot — at-risk accounts, detractor routing, account-manager follow-up — and expand from there.

A few themes come up consistently in our win interviews. Medallia felt overbuilt for the B2B use cases customers actually had — strong on frontline operations, weaker on account-level revenue protection. The pricing was high relative to the value being delivered. And the relationship felt vendor-like, with managed services gating the customizations they needed.

CustomerGauge customers use phrases like "an extension of my own team" and "there's no bullshit." That's not something you can feature-list your way to.

Medallia has closed-loop functionality — its frontline focus actually makes it strong at this for B2C operational use cases. The challenge in B2B is that the loop has to close at the account level, not the contact level, weighted by revenue at risk, and routed to the right account manager — not the nearest store manager.

CustomerGauge automates routing of detractor alerts to the right account manager, drafts follow-up messaging, triggers workflows, and tracks loop-close as a primary KPI alongside NPS itself. Half our clients close the loop within 48 hours.

We can't speak to specific Medallia quotes — they vary widely — but it's consistently flagged in third-party reviews as among the most expensive CX platforms on the market. Beyond the license, customers report significant ongoing costs for managed services, professional services for customizations, and tier-based support.

CustomerGauge prices simply for B2B use cases and embeds CX practitioners directly into your engagement at no extra tier. Most customers tell us the total cost of ownership is materially lower, and the time to demonstrable ROI is materially faster.

CustomerGauge scores 9.6/10 for Quality of Support on G2 and 9.5/10 as "a good partner in doing business." Medallia's scores are strong but lower across the same dimensions, and recent customer reports describe a tiered service model where smaller accounts receive less attention.

Our CSMs are CX practitioners who have built B2B programs like yours before — not ticket-handlers working from documentation. When one of our customers lost their CSM to turnover, they heard from one of our founders within the week.

No. CustomerGauge works best for B2B companies where account relationships and revenue retention matter — which spans mid-market through global enterprise. The Account-Centric NPS® methodology and close-the-loop system scale the same way whether you have 50 key accounts or 50,000.

Mid-market B2B companies often see the biggest immediate gains because the gap between "we have no systematic loop-close process" and "every detractor gets followed up with in 48 hours" is most visible at that stage.

It can be configured to, but distributor and channel programs are not Medallia's native architecture. The platform is built around touchpoints and frontline operations, so multi-tier B2B programs typically require significant customization and managed services to stand up.

Channel and distributor feedback is a core CustomerGauge use case. AB InBev runs a multi-channel always-on feedback program across 27 markets. Coca-Cola HBC reaches 566,000 customers a day with 99% revenue coverage. The data model handles complexity that homegrown and B2C-first platforms struggle with.

If you're running operational CX in B2C industries — financial services branches, telco contact centers, retail locations, hospitality properties — Medallia is a genuinely strong platform. It's the gold standard for getting an NPS dashboard in front of a frontline manager and prompting an in-the-moment service recovery.

Where it falls short is when B2B account health, revenue retention, partner experience, and closed-loop action management at the account level are the core requirements. That's CustomerGauge's home turf.