Medallia Refresher Training 2024
Agenda
1. Medallia Overview 2. How to check scores & guest comments? 3. How to organize feedback? 4. How to analyze using Action Planner & Text Analytics? 5. How to do subscription? 6. How to communicate internally through Medallia? 7. How to check Social Media status? 8. Q & A
1. Medallia Overview
• One-stop platform for Customer Experience Management • Highly customizable • Two types of access: Advanced and Basic • Access creation by L&Q department based on the roles & responsibilities • Accessible through Mobile App • The survey has been shortened from 20 questions to 16 questions. • Survey completion time has reduced from 5mins to less than 3 mins. • Survey duration 2 weeks, 4 th day reminder
1. Medallia Overview
• Log in website: https://shangrilagroup.medallia.com/sha ngrilagroup/
• Mock survey (just change the hotel code highlighted in yellow: SLMH, SLMU-AB, SLMU-AW) https://survey4.medallia.com/?test&Uniti d=SHANGRI-HOTELS-SLMU-AB
Hotel Code: (SLMH, SLMU-AB, SLMU-AW)
1. Medallia Features 1 2 3 4
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1.) Landing Page: You can find the Base Metric for Guest Engagement 2024 2.) Feedback from the guest with ratings 3.) Summary of performance in table or line graph 4.) Touch Point performance (Strength or Weak) 5.) Topic >Subtopics with the segregation of Positive, Neutral & negative Comments 6.) Social Media performance 7.) Status of Survey e.g. Invited, Opened, Bounced, Quarantine 8.) Survey Health & User Statistics
2.) How to check scores and comments from the guest?
2.1 How to check scores?
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Select criteria and set benchmarks, then press RUN
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Showing the Base BSC 2024 Matrix
2. How to check scores?
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2.2 How to guest comments?
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2.2 How to check comments from the guest?
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Select filters then RUN the report
3. How to organize feedback?
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3. How to organize feedback?
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4. How to analyze using Action Planner & Text Analytics?
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4. How to analyze using Action Planner & Text Analytics?
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4. How to analyze using Action Planner & Text Analytics?
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4. How to analyze using Action Planner & Text Analytics?
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4. How to analyze using Action Planner & Text Analytics?
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4. How to analyze using Action Planner & Text Analytics?
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Click the > if you want to check the next sub-category and again > for the next sub-sub category
4. How to analyze using Action Planner & Text Analytics?
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5. How to use Subscription? - Scores
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5. How to use Subscription?
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5. How to use Subscription? - words
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5. How to use Subscription?
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5. How to use Subscription?
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6. How to communicate Internally through Medallia?
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6. How to communicate Internally through Medallia?
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6. How to communicate Internally through Medallia?
6. How to communicate Internally through Medallia?
To notify but should have an access
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6. How to communicate Internally through Medallia?
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After Investigation, GReAT no. or FCS comments from the department
6. How to communicate Internally through Medallia?
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7. How to check Social Media Status?
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It will show the Index Score comparing to rival hotels
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