Category: Continuous Improvement Strategies

Posted on by DigitalMarket

Medallia vs. EvaluationsHub: Listening Broadly or Acting Precisely?

When you’re investing in customer and stakeholder feedback, it’s easy to assume more data equals better insight. Platforms like Medallia were built around that idea: collect every signal, analyze every interaction, and build a full 360° view of the customer.

But sometimes, you don’t need to listen to the entire internet. You need to evaluate performance across specific projects, suppliers, onboarding journeys, or cross-functional teams—with clear structure, scores, and ownership.

That’s where EvaluationsHub thrives.

While Medallia captures unstructured feedback at scale, EvaluationsHub delivers precise, structured evaluations, automated follow-ups, and accountability dashboards that move organizations forward.

Medallia: The Power of Unstructured Experience Signals

Medallia is known for:

  • Listening to voice-of-customer signals across web, mobile, contact centers, and more

  • Capturing unstructured feedback and performing sentiment analysis

  • Integrating with customer service systems for closed-loop feedback

It’s a powerful platform for consumer brands, call centers, and retailers that need to capture massive volumes of customer experience signals.

But if your goal is to evaluate supplier risk, measure onboarding experience, or track stakeholder performance, Medallia isn’t built for that level of structure or accountability.

EvaluationsHub: Structured Evaluation Meets Workflow Automation

EvaluationsHub is the better fit if you want to:

  • Evaluate suppliers, customers, or internal teams using standardized templates

  • Run recurring scorecards for ESG, quality, delivery, risk, onboarding, or CX

  • Push evaluations proactively across ecosystems (internal + external)

  • Automate reminders, scoring, dashboards, and follow-up actions

  • Track who responded, what needs to improve, and who owns each next step

Think of it as feedback with structure, teeth, and forward motion.

Comparison Table: Medallia vs. EvaluationsHub

Capability Medallia EvaluationsHub
Primary Focus Voice-of-customer & sentiment analytics Structured evaluations & stakeholder scorecards
Type of Feedback Unstructured (text, call logs, surveys) Structured (scored templates, weighted criteria, follow-up)
Customer Experience Measurement ✅ Strong focus ✅ Included – with structured onboarding, journey, and health evaluations
Supplier Evaluations ✖️ Not supported ✅ Native functionality with recurring templates
Employee/Team Performance Scorecards ⚠️ Possible but not core ✅ Built-in scoring logic for internal collaboration & compliance
Evaluation Push System ✖️ Passive data collection ✅ Proactive push of evaluations to internal and external users
Scoring & Aggregation Logic ⚠️ Available through custom workflows ✅ Native, easy to set up, with dashboards
Follow-up & Loop Closure ⚠️ Requires service setup or integrations ✅ Automatic reminders + action tracking
Ease of Deployment Heavy enterprise onboarding ✅ Ready-to-launch templates, live in hours
Best Fit For Enterprise VoC programs, B2C environments Procurement, B2B CX, compliance, onboarding, ESG
Pricing Transparency Enterprise-level, opaque Transparent, modular pricing – includes free managed use case

Who Should Choose EvaluationsHub?

Choose EvaluationsHub if you:

  • Need to push feedback across stakeholders proactively

  • Want structured evaluation workflows with clear metrics

  • Work in procurement, CS, sustainability, or onboarding

  • Want fast setup and minimal training

  • Prefer tracking ownership, trends, and accountability

It’s not about listening to everything. It’s about listening with purpose—and doing something about it.

Final Word: From Signals to Action

Medallia is like a radar: it picks up everything.

EvaluationsHub is like a GPS: it gives you direction.

If your priority is signal processing at scale, Medallia delivers.
If your priority is structured improvement across suppliers, customers, or internal teams, EvaluationsHub is the better tool—faster to deploy, easier to manage, and more outcome-focused.

See the Difference in 48 Hours

EvaluationsHub comes with one free fully managed external account or free unlimited trial of 14 days.
That means you can launch a real evaluation—onboarding, supplier, ESG, or customer health—in minutes.

👉 Launch your first structured evaluation now

Posted on by Bert Paesbrugghe

A feedback loop is more than just a mechanism for collecting input—it’s a powerful tool for driving continuous improvement, fostering innovation, and maintaining a competitive edge. Whether you’re enhancing customer experiences, improving internal processes, or refining a product, designing an effective feedback loop ensures you’re learning and evolving. In this blog, we’ll break down the feedback loop process into actionable steps, from setting goals to implementing changes, so you can create a system that delivers meaningful results.

What is a Feedback Loop?

A feedback loop is a structured process in which input (feedback) is gathered, analyzed, and used to inform decisions and actions. The “loop” concept refers to its cyclical nature: once changes are implemented, new feedback is collected to evaluate the impact, and the process starts again.

Types of Feedback Loops

  1. Positive Feedback Loops: Reinforce actions that lead to desirable outcomes, encouraging more of the same behavior or decisions.
    • Example: Customer praise for faster delivery times motivates further investment in logistical improvements.
  2. Negative Feedback Loops: Highlight areas for correction or change, prompting course adjustments.
    • Example: Product complaints lead to design improvements for better usability.

Why Feedback Loops Matter

Feedback loops are crucial for organizations aiming to:

  • Enhance Customer Satisfaction: Listening and acting on feedback demonstrates commitment to customer needs.
  • Improve Products and Services: Data-driven insights help refine offerings and stay competitive.
  • Boost Employee Engagement: Transparent loops in internal processes empower teams to contribute and feel heard.
  • Ensure Continuous Improvement: Regular evaluation and iteration keep businesses agile and adaptive.

Key Steps to Designing the Perfect Feedback Loop

1. Define Clear Goals

Before diving into the feedback process, determine what you aim to achieve. Having clear objectives ensures the feedback you collect is relevant and actionable.

How to Set Goals:

  • Identify the area of focus: Are you improving a product, service, or internal process?
  • Set measurable outcomes: Use KPIs like customer satisfaction (CSAT) scores, Net Promoter Score (NPS), or product adoption rates.
  • Align goals with your broader strategy: Ensure your feedback loop supports your organizational objectives.

Example Goal: Increase customer satisfaction by 15% in the next quarter by improving delivery times.

2. Collect Input

Gathering feedback is the foundation of a successful loop. Use diverse methods to capture different perspectives and insights.

Methods to Collect Feedback:

  1. Customer Surveys: Online forms, in-app surveys, or NPS tools for quantitative insights.
  2. Interviews and Focus Groups: Qualitative feedback for deeper understanding.
  3. Analytics Tools: Use data from user behavior, reviews, and social media.
  4. Employee Input: Internal surveys or suggestion boxes for operational improvements.

Best Practices:

  • Keep surveys concise and focused on key areas.
  • Use open-ended questions for qualitative depth.
  • Incentivize participation, such as discounts for customers or recognition for employees.

Example: Use an NPS survey to ask customers: “How likely are you to recommend our service to a friend or colleague?”

3. Analyze Results

Once feedback is collected, analyze it to uncover trends, identify pain points, and prioritize actions. This step turns raw data into actionable insights.

Steps for Analysis:

  1. Organize Feedback: Segment data by customer demographics, product types, or regions.
  2. Identify Patterns: Look for recurring themes, such as common complaints or frequently requested features.
  3. Prioritize Issues: Use a framework like the Impact vs. Effort Matrix to focus on high-impact, low-effort improvements first.

Tools for Analysis:

  • Customer feedback tools like Medallia, EvaluationsHub or SurveyMonkey.
  • Analytics platforms such as Google Analytics or Mixpanel.
  • Data visualization software like Tableau or Power BI.

Example: Analysis reveals that 70% of complaints stem from delayed shipping times, indicating an urgent area for improvement.

4. Implement Changes

Acting on feedback is where the loop creates value. Implementation demonstrates to stakeholders that their input matters.

Steps for Implementation:

  1. Develop an Action Plan: Break down tasks needed to address feedback into clear steps.
  2. Assign Responsibilities: Ensure each task has an owner and a deadline.
  3. Communicate Changes: Let stakeholders (customers, employees, etc.) know how their feedback influenced the updates.

Tips for Successful Implementation:

  • Use agile methods for iterative improvements, especially in product development.
  • Start with pilot programs for major changes to test their impact.

Example: Based on customer feedback, a company invests in better logistics software and trains employees to reduce delivery times by 20%.

5. Close the Loop

Closing the loop means communicating the actions taken and seeking further feedback. This step is essential for building trust and ensuring continuous improvement.

How to Close the Loop:

  1. Update Stakeholders: Inform customers, employees, or other stakeholders about the changes made.
    • Example: “Thanks to your feedback, we’ve improved our delivery process to ensure on-time shipments!”
  2. Solicit Follow-Up Feedback: Gather input on the effectiveness of the changes.
    • Example: Use post-implementation surveys or interviews to measure satisfaction.
  3. Track Results: Compare KPIs to the baseline to determine whether goals were achieved.

6. Monitor and Iterate

Feedback loops are not one-and-done processes—they thrive on iteration. Regularly monitor results and adjust based on new feedback.

Steps for Iteration:

  1. Set a Review Cycle: Conduct evaluations quarterly, monthly, or as appropriate.
  2. Scale What Works: Expand successful changes to other areas.
  3. Evolve the Loop: Adapt the process as your organization grows or customer needs change.

Common Challenges and How to Overcome Them

1. Low Participation Rates

Solution: Simplify feedback collection methods and offer incentives for participation.

2. Biased or Incomplete Feedback

Solution: Use multiple feedback methods and ensure diverse participation to avoid skewed results.

3. Failure to Act on Feedback

Solution: Prioritize and resource actions effectively to maintain trust with stakeholders.

Example of a Feedback Loop in Action

Scenario: An e-commerce retailer struggles with poor customer satisfaction due to delivery delays.

  1. Set Goals: Improve delivery times by 20% within six months.
  2. Collect Input: Conduct customer surveys and analyze shipping data.
  3. Analyze Results: Identify bottlenecks in the logistics process.
  4. Implement Changes: Invest in a new logistics platform and train employees.
  5. Close the Loop: Inform customers of the improvements and monitor feedback on the updated delivery process.
  6. Monitor and Iterate: Regularly review shipping metrics and adjust processes for further optimization.

Conclusion: Designing the Perfect Feedback Loop

A well-designed feedback loop transforms feedback into meaningful change, creating value for both businesses and their stakeholders. By setting clear goals, collecting diverse input, analyzing results, implementing changes, and iterating, you can foster a culture of continuous improvement.

Start small, measure your progress, and remember that a feedback loop is only as effective as the actions it inspires. With dedication and consistency, you can create a system that propels your organization toward long-term success.