Top 5 Medallia Alternatives in Indonesia (2026) for Fast, Execution-First CX

If you’re evaluating Medallia alternatives in Indonesia, chances are your CX program looks good on paper – but struggles on the ground.

Dashboards are full. Reports are generated. Scores are tracked.
Yet customers quietly churn, branches miss follow-ups, and issues escalate only after it’s too late.

That’s because CX in Indonesia works very differently from how global platforms like Medallia were designed.

Here, feedback comes in Bahasa mixed with English and slang, customers are indirect in how they express dissatisfaction, and WhatsApp dominates communication – but rarely resolves issues on its own. Email and SMS barely work. Keyword-based analytics miss intent. And without local support or fast execution, teams don’t realise there’s a problem until customers have already left.

If this sounds familiar, you’re not alone.

Most Indonesian CX teams eventually realise that:

• WhatsApp needs to be the starting point, not an add-on
• Calling is mandatory to actually close issues
• AI must understand Bahasa + context, not just keywords
• Local cloud, OJK compliance, and data residency are non-negotiable
• And execution speed matters more than perfect dashboards

This is why many enterprises, banks, telcos, and digital brands in Indonesia start looking for Medallia alternatives that are built for local realities – not global assumptions.

In this guide, we’ll break down the top Medallia alternatives in Indonesia, based on what actually works:
local language analysis, WhatsApp-to-call execution, fast implementation, OJK-ready security, and tools that tell teams what to fix, who should act, and what’s urgent – without waiting months to go live.

If you’re running CX in Indonesia, this probably sounds very familiar.

And yet, despite these gaps, Medallia continues to appear on most CX shortlists in Indonesia.

So why does Medallia still get shortlisted here?

But why does Medallia still get shortlisted in Indonesia?

Medallia is often shortlisted because:

• It’s globally recognized
• It offers deep analytics
• It’s trusted by large enterprises and headquarters teams

However, once local teams try to implement it in Indonesia, these global strengths often turn into operational friction, delaying insights and impacting CX execution.

The Real Problems With Medallia in Indonesia

1. No DIY: Everything Needs a Consultant

Lean Indonesian CX teams expect to launch surveys, tweak workflows, and update dashboards themselves.

With Medallia:

• Small changes require tickets or consultants
• Simple iterations become slow and costly

In a market where speed matters, lack of DIY is a deal-breaker.

2. Slow Implementation: By the Time It’s Live, Business Has Moved On

Implementation timelines matter in Indonesia. With Medallia:

• Setup can take weeks or months
• Configuration cycles are long
• Feedback programs lose momentum before they even start

Whereas Indonesian teams need fast launches, quick experimentation, and real-time insights.

3. Limited Channels and Broken Escalation Paths

Customers in Indonesia interact across multiple channels, but not all platforms keep up. 

Email and SMS often get ignored, while WhatsApp is the primary CX channel – but most platforms still treat it as an add-on.

And when issues escalate, WhatsApp alone isn’t enough. 

Real resolution requires:

4. Slow Customer Support and No Local Presence

Support matters more than most CX tools admit. Indonesian customers need immediate, local support and fast follow-up.

Medallia support is often:

• Routed globally
• Slow to respond
• Lacking local understanding

When something breaks, teams need answers hari ini, not next week. Without quick, locally-informed support, small issues can escalate into major customer dissatisfaction before they are even noticed.

5. Limited Text Analysis for Bahasa

Indonesian CX teams struggle to understand what actually needs attention. 

Customer responses are high in volume, often indirect, and mix Bahasa Indonesia, English, slang, and informal phrasing. 

For example:

• CS-nya ramah, tapi follow up-nya lama banget.
• Overall ok sih, cuma proses refund ribet dan nggak jelas.
• Udah chat via WA, tapi disuruh nunggu lagi. Capek follow up.

Medallia provides dashboards and charts, but its keyword-based text analytics often miss intent, tone, or urgency. 

That’s why teams are forced to manually read comments, which slows analysis and delays follow-ups. By the time action happens, customers may have already disengaged.

Want AI-powered insights in Bahasa? Explore SurveySensum’s SensAI now

6. No Local Cloud Hosting in Indonesia

For many Indonesian enterprises, especially banks and highly regulated industries, local cloud hosting and data residency is mandatory. 

Data often must stay in the country, and approvals for it to leave Indonesia are slow or denied..

Medallia’s lack of a strong Indonesia-local cloud option makes these challenges unavoidable, leading to compliance concerns, internal IT resistance, and procurement delays.

All these challenges make Medallia unsuitable for BFSI and other regulated industries. 

7. High Cost with Limited Local ROI

Enterprises in Indonesia are ready to invest in CX tools, but they expect value that matches the cost. With Medallia:

• Minor workflow tweaks → Paid
• Extra dashboards → Paid
• Hands-on support → Paid

This is why internal frustration grows, and CX executives end up saying:

“Kami bayar mahal, tapi masih harus menunggu untuk perubahan kecil atau bantuan langsung.”

Thus, when cost outpaces execution, momentum stalls and trust erodes.

Medallia is built for large US and EU enterprises with multi-year programs, not fast-paced, budget-conscious teams in Indonesia. With licensing, implementation, and add-ons, it often feels too expensive for the value local teams actually get, slowing momentum and eroding trust.

This is where Medallia alternatives in Indonesia start gaining attention.

Top 5 Medallia Alternatives in Indonesia (2026)

Here are the top Medallia alternatives in Indonesia, ranked by how well they solve these real, on-the-ground problems.

1. SurveySensum – Best Overall Medallia Alternative for Indonesia

Best for: Banks, insurance, telecoms, multi-branch businesses, and ops-driven CX teams.

SurveySensum is built for Indonesian CX teams that need to move fast and drive measurable results. It allows teams to collect feedback across all channels, from email, SMS, and apps to WhatsApp and other conversational platforms, ensuring no voice is missed. 

Unlike traditional enterprise tools, it doesn’t just collect feedback – it turns insights into action instantly, helping teams close issues in real-time, reduce escalations, and improve customer experience across branches and service operations.

Why SurveySensum Is Better Than Medallia for Indonesia

• DIY-first platform: Launch surveys, change workflows, and update dashboards without consultants or paid help.
• Multichannel CX execution: Collect and act on feedback across WhatsApp, email, SMS, apps, and other channels, ensuring no customer is missed.
• 24×7 Faster, local-friendly customer support: No paid “priority tiers” just to get help. Faster turnaround aligned to SEA time zones.
• Pricing aligned to Asia & Indonesia markets: Transparent pricing without hidden costs. 
• AI-based text analytics: Analyze Bahasa and mixed-language feedback instantly with AI that identifies intent, context, and priorities for fast action.
• Built-in closed-loop workflows: Automatic alerts, callbacks, escalations, and ownership assignment.
• Branch-level and region-level dashboards by default: Designed for Indonesia’s distributed, multi-branch operations.
• Much faster implementation: Go live in days, not months, with flexible contracts that fit local execution needs.
• Local cloud hosting: Data stays in Indonesia, ideal for BFSI and regulated industries.

Key SensAI Features

• SensAI Co-Pilot: Ask questions and get instant insights, including trends, drilldowns, or red flags without manual analysis.
• Smart Recommendations: Highlights key drivers, urgent issues, and next steps for quick action as per your priorities.
• AI Dashboard & Analytics: Generate dashboards with simple prompts and view trends, anomalies, and priorities instantly.
• Closed-Loop Alerts: Automatic callbacks, escalations, and ownership assignments based on AI insights

Verdict: If your CX program in Indonesia relies on multichannel distribution, fast execution, actionable Bahasa insights, and efficient operational follow-ups, SurveySensum is one of the most practical and powerful Medallia alternatives available.

Get AI-powered insights in Bahasa and take control of your CX operations instantly. Explore SurveySensum pricing and see how fast your team can act.

2. Qualtrics – Enterprise Research & Governance-Led CX Platform

Best for: Multinationals, regulated enterprises, central CX governance teams

Qualtrics is often shortlisted as a Medallia alternative for its strong analytics and enterprise-grade controls, but it remains more research-oriented than execution-focused. For multinational organizations in Indonesia, it offers structured CX governance, advanced survey logic, and robust security standards.

Where Qualtrics Excel 

• Advanced survey logic and statistical analysis
• Enterprise-grade security and compliance
• Strong reporting for leadership and research teams

Where It Still Falls Short in Indonesia

• Email-first engagement limits response rates
• High costs with long, complex implementation cycles

Verdict: Powerful globally, but often too heavy, slow, and costly for fast-moving, local CX execution.

3. QuestionPro CX – Cost-Effective Enterprise Survey Platform

Best for: Teams replacing Medallia mainly due to budget and simplicity concerns.

QuestionPro offers solid survey infrastructure at a lower price point, making it attractive for cost-conscious Indonesian enterprises. It supports structured CX programs without the heavy licensing and complexity of Medallia.

Where QuestionPro Excel 

• Robust survey logic and customization
• Good reporting for structured feedback
• Suitable for research and periodic CX studies

Where It Still Falls Short in Indonesia

• WhatsApp CX is not native
• Not built for high-frequency transactional CX

Verdict: If you want a lighter, budget-friendly Medallia replacement, QuestionPro is a reasonable option.

4. Sprinklr – Digital & Social Experience Management at Scale

Best for: Huge brands focused on social media, digital engagement, and brand experience.

Sprinklr approaches CX from a digital-first and social listening perspective rather than surveys. For brands with massive social presence, Sprinklr helps monitor and manage customer sentiment across public channels.

Where Sprinklr Excel 

• Powerful social listening and engagement tools
• Omnichannel digital experience monitoring
• Strong brand reputation management

Where It Still Falls Short in Indonesia

• Overkill for NPS and transactional feedback
• Weak survey-first CX workflows

Verdict: If CX is driven by social and digital channels, Sprinklr fits, but it’s not a true Medallia-style feedback platform.

5. Local / Regional CX Tools – Built for Speed, Early-Stage Only

Best for: Short-term pilots or early-stage CX initiatives in Indonesia.

Platforms like Mauju (focusing on conversational feedback) or Qontak (with CRM-integrated surveys) are examples of homegrown solutions built with local UX and Bahasa support in mind. 

Where They Align with Indonesian Needs (Initially):

• Speed & DIY: They deliver on the promise of a DIY, fast go-live–often within hours.
• Local Nuance: Support is local, and interfaces are in Bahasa.
• Low-Cost Experimentation: Perfect for proving the value of collecting feedback before securing a larger budget.

Common Limitations

• Minimal AI & Automation: Lack advanced text analytics for Bahasa or AI-driven workflow automation.
• Fragmented Workflows: Difficult to orchestrate complex, omnichannel follow-up (WhatsApp → Call → Confirmation) natively.
• Hard to Scale Enterprise-Wide: Often struggle with robust governance, cross-departmental dashboards, and integrating with large tech stacks.

Verdict: Useful for pilots or early-stage CX initiatives, but most growing Indonesian organizations eventually outgrow them.

Don’t let slow, costly CX tools hold you back. See how SurveySensum helps Indonesian teams act on feedback instantly.

Medallia vs SurveySensum: What Matters in Indonesia

To make the differences clear, here is a side-by-side comparison of Medallia and SurveySensum.

Bottom Line for Indonesian CX Leaders: Medallia delivers enterprise depth – but at a high cost, high complexity, and slow speed.

On the other hand, SurveySensum delivers faster execution, clearer insights, and better ROI, making it a far more practical choice for CX teams operating in Indonesia.

See why Indonesian CX leaders are switching – schedule a personalized walkthrough

Final Takeaway

Running CX in Indonesia means balancing impact, speed, and cost.

No doubt, Medallia is a strong CX tool offering enterprise-grade analytics and global recognition, but in practice, it often slows execution and increases costs. That is why tools like SurveySensum are becoming the smarter, more realistic alternative.

With predictable Indonesia-aligned pricing, DIY workflows, multichannel survey distribution, and AI-driven Bahasa insights, SurveySensum allows teams to launch surveys in days, act on feedback in hours, and optimize CX programs without approvals or external consultants.

The result is faster impact, lower costs, and CX operations that scale with business needs.

Ready to move faster than Medallia? See SurveySensum in action – schedule a live demo tailored for Indonesian operations today.

FAQs: Medallia Alternatives in Indonesia

Medallia works for globally governed enterprises, but many Indonesian teams struggle with cost, speed, and localization.

The best Medallia alternative in Indonesia is SurveySensum. It is built for Indonesian CX realities, offering Bahasa-aware AI text analysis, native WhatsApp-to-call workflows, fast DIY implementation, local cloud hosting, and OJK-ready compliance. Unlike Medallia, SurveySensum helps teams act on feedback instantly, assign ownership, and close issues before customers quietly churn.

Yes. SurveySensum supports Bahasa-first surveys and text analytics, including mixed-language feedback analysis with SensAI.

With SurveySensum, Indonesian CX teams can launch surveys in days, not months, with full Bahasa support and AI-driven insights.