Real-World Case Studies and Customer Success Stories with Medallia Inc

Medallia helped Zurich Insurance boost customer loyalty and retention. Zurich unified its global customer experience programs on Medallia’s platform. The... company used real-time feedback, role-based reporting, and text analytics to act quickly on customer needs. Promoters now spend 27% more and are 5x less likely to leave. In Turkey, NPS rose by 20 points after improving the renewal process. Medallia’s system empowers employees and closes the loop with every customer.
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Medallia helped Vitality collect over 160,000 digital feedback responses. Vitality used this data to improve customer and employee wellbeing. The... company saw a 53% increase in positive resolutions in its car insurance business. Self-service usage rose by 14.6%. Vitality won Gold in the 2021 UK Customer Experience awards for CX Team of the Year.
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Medallia helped Saskatchewan Government Insurance improve call centre satisfaction by 5%. SGI Canada used Medallia’s Contact Center Suite to collect... direct customer feedback. Before, survey data was siloed and rarely shared. Now, agents use real-time insights to make better decisions. Survey response rates in the call centre are three times higher. SGI Canada employs over 2,000 people and works with 500+ brokers.
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Medallia helped SANTALUCÍA build an omnichannel Voice of the Customer system. The platform unified feedback from phone, digital, social, and... reviews. SANTALUCÍA resolved 71% of cases with value-based arguments and recovered 25% of policies after cancellation. Over 40,000 alerts were managed with a 62% resolution rate. Real-time insights now drive faster follow-ups and stronger customer trust.
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Pacific Life used Medallia to launch a company-wide Voice of the Customer program. They analyzed over 3.5 million customer calls... and collected feedback from more than 10,000 responses. The program helped Pacific Life achieve a Net Promoter Score above 50 with financial professionals. Medallia enabled Pacific Life to monitor feedback, coach call center agents, and improve customer experience across all business units. The company now uses daily insights to drive improvements and increase customer loyalty.
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Medallia helped MassMutual increase feedback volume by 15 times. The company saw its overall NPS rise by 20 points. MassMutual... used Medallia to build mutualvoice, a platform for ongoing customer engagement and feedback. The platform analyzes customer words to spot trends and improve service. MassMutual now acts quickly on feedback to meet customer needs.
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MAPFRE used Medallia to improve customer renewals and increase conversions. The company focused on listening to customers and analyzing their... feedback. This helped MAPFRE improve customer renewal rates by more than 3 points. Conversion rates increased by 10%. Net Promoter Score rose at all interaction moments. MAPFRE built its customer-centric strategy on data and continuous feedback.
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Generali used Medallia to transform its customer experience across 60+ countries. The company collects real-time feedback from over 55 million... customers. Medallia helps Generali embed customer experience at every touchpoint, including purchase, renewal, claims, and service. Leaders and cross-functional teams drive the program, with all detractors called back within 48 hours. Generali credits Medallia for enabling continuous improvement in customer satisfaction.
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Medallia helped CosmosDirekt transform its customer service in the insurance sector. CosmosDirekt launched a new service model that empowered agents... to resolve customer issues in a single contact. This approach eliminated the need to transfer customers between service tiers. The company saw a 33% increase in NPS after implementing the new model. CosmosDirekt now delivers a more personal and efficient customer experience.
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Medallia Experience Cloud helped the Canadian Automobile Association (CAA) boost response rates to 46%. CAA used Medallia to improve customer... experience for roadside assistance, contact centers, retail, and web. Text analytics let CAA spot and fix common issues fast. Overall satisfaction by response time reached 87%. Roadside NPS rose by 5 points during COVID-19. CAA now makes better business decisions with more data insights.
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Medallia helped SANTALUCÍA build an omnichannel Voice of the Customer model. The system unified feedback from phone, digital, social, and... reviews into one real-time view. SANTALUCÍA resolved 71% of cases with value-based arguments and recovered 25% of policies after cancellation. Over 40,000 alerts were managed with a 62% resolution rate. Teams now act faster, follow up systematically, and improve customer trust.
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Medallia helped SANTALUCÍA build an omnichannel Voice of the Customer system. The platform unified feedback from phone, digital, social, and... reviews into one real-time view. SANTALUCÍA resolved 71% of cases with value-based arguments and recovered 25% of policies after cancellation. Over 40,000 alerts were managed with a 62% resolution rate. Teams now act faster, follow up systematically, and improve customer trust.
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Zurich Insurance used Medallia to unify its customer experience management across countries. The platform enabled real-time feedback collection and tailored... insights for every employee. Promoters now pay 27% more in premiums and are 5x less likely to leave within a year. Zurich improved its NPS by 20 points in Turkey after acting on customer feedback. Medallia's system helps Zurich close the loop with every dissatisfied customer.
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Vitality used Medallia to collect and act on customer feedback. Over 160,000 digital feedback responses were gathered. The company saw... a 53% increase in positive resolutions in its car insurance business. Self-service usage rose by 14.6%. Vitality adapted quickly during the pandemic, improving both customer and employee wellbeing. The program helped Vitality win major customer service awards.
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CosmosDirekt used Medallia to improve customer service in the insurance industry. They launched a new service model focused on direct,... one-to-one customer interactions. Agents now handle requests without passing customers to other departments. This change led to a 33% increase in Net Promoter Score (NPS). The new approach empowers agents and removes unnecessary steps for customers.
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Windstream used Medallia to manage customer feedback across its complex organization. Before Medallia, Windstream struggled with fragmented feedback systems after... many mergers. Employees had trouble accessing customer data and resolving issues quickly. Medallia gave thousands of employees real-time access to feedback. This led to higher employee engagement and better service. Agents now resolve customer pain points faster and make process changes based on real feedback.
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Medallia helped Sunrise, a Swiss telecom company, improve customer experience by providing real-time analytics on 18 surveys. Sunrise used these... insights to change service offerings, like removing contract durations, which led to a 30% increase in customer inflow. Net Promoter Scores (NPS) rose sharply: call center NPS up 22 points, new customer NPS up 30 points, and relationship survey NPS up 15 points. Sunrise now rewards loyal customers and uses customer feedback to guide business decisions.
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Medallia helped PŸUR, a leading German cable network operator, transform its customer experience. PŸUR used Medallia’s text analytics to better... understand customer needs and drive improvements. The company increased its Net Promoter Score by nearly 88 points. Churn dropped by over 50%, and costs fell by 10%. Cross-functional teams and better communication anchored customer centricity across the business.
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Medallia helped PLDT transform into a customer-centric organization. PLDT embedded feedback into daily operations and long-term decisions. The company saw... a 32% improvement across five CX principles. Net Promoter Score rose from -15 to +18 with double-digit growth each year. The contact center saved $20 million over three years by reducing repeat calls. PLDT now uses customer experience as a key driver for business transformation.
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Liberty Global uses Medallia to manage customer feedback across TV, mobile, and wi-fi services. With Medallia Text Analytics, they segment... feedback by product line and identify key drivers for each segment. This helps them focus improvements and tailor messaging. They saw a 15% increase in response rates and a 20% rise in open text comments. The platform supports omnichannel feedback without changing surveys, helping Liberty Global track and act on customer insights.
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Cox Communications used Medallia to collect feedback from all customer channels. Before, feedback was scattered and hard to compare. Now,... Cox tracks customer experience in call centers, field services, retail, and online. The Closed-Loop Feedback team closes 100% of alerts and does it 47% faster. NPS scores rose by 11 points in each region. Churn dropped as detractors were identified and helped. Medallia’s Text Analytics found the top ten pain points, helping Cox focus on what matters most.
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Medallia helped CommScope cut process time to close alerts by 70%. The company saw a 47% drop in monthly issues... with its web product catalog. Users finding what they need via site search rose by 32%. CommScope used Medallia to gather feedback across sales, customer service, support, and digital channels. This improved customer confidence and reduced operational costs.
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Comcast used Medallia Experience Cloud to improve customer and employee feedback. They focused 91,000 cable employees on customer experience. Comcast... adopted a Net Promoter System to track sentiment and loyalty. In the first year, customer NPS improved and employee NPS rose by 20 points. Call centers saw millions fewer incoming calls, with a 14% reduction in support calls in the first month. Digital response times improved by 95%. Comcast achieved a positive ROI within one month.
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Windstream used Medallia to manage customer feedback across its large, complex organization. Before Medallia, feedback was scattered and hard to... use. Employees struggled to access customer data and resolve issues quickly. With Medallia, thousands of staff now see real-time feedback. Service agents can act fast and fix problems. The company improved employee engagement and made process changes based on real customer input.
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Medallia helped Sunrise, a $2B telecom company, improve customer experience by providing real-time analytics on customer feedback. Employees now use... Medallia to identify and act on areas needing improvement. Sunrise abolished contract durations, leading to a 30% increase in customer inflow. The NPS for its "Freedom" product rose by 40 points. Call center NPS increased by 22 points, and "Welcome" NPS for new customers rose by over 30 points. Relationship survey NPS improved by 15 points.
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Cox Communications used Medallia to collect feedback from all customer channels. Before Medallia, feedback was scattered and hard to compare.... Now, Cox uses dashboards and text analytics to find and fix customer pain points. The closed-loop feedback team closes 100% of alerts and does it 47% faster. In 18 months, NPS scores rose by 9 to 11 points across key service areas. Churn dropped as a result of better follow-up with detractors.
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CommScope used Medallia to improve digital engagement and collaboration. They reduced process time to close alerts by 70%. Monthly issues... with their web product catalog dropped by 47%. More users now find what they need via site search, with a 32% increase. Medallia helped CommScope build credibility and get buy-in across teams. The solution consolidated feedback from sales, customer service, and digital channels.
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Comcast used Medallia Experience Cloud to improve customer and employee feedback management. They focused 91,000 cable employees on customer experience... and empowered them to act on feedback. Comcast saw a 114% reduction in support calls in one month and a 95% improvement in digital response time. Employee Net Promoter Score increased by 20 points at initial sites. The company achieved positive ROI on Medallia within a month and reduced costs significantly.
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Comcast used Medallia Experience Cloud to improve customer and employee feedback. They focused 91,000 cable employees on customer experience. Medallia... captured feedback and shared insights in real time. In the first year, customer NPS improved and employee NPS rose by 20 points. Call centers saw millions fewer incoming calls, delivering a positive ROI in one month.
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Medallia helped Posadas improve guest experience at their One Hotels brand. They used Voice of the Customer and Text Analytics... to analyze guest comments and scores. This gave them instant, automated insights into guest needs. The feedback led to a guest room redesign. Posadas saw their Net Promoter Score rise by 22 points. They now manage over 175 properties and 27,000 rooms with better guest satisfaction.
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Marriott International uses Medallia Experience Cloud to manage guest feedback across 7,000+ properties in 130 countries. The platform, branded as... guestVoice, helps Marriott listen to millions of guests and respond directly to hundreds of thousands. This system enables teams to act on feedback, improve guest satisfaction, and drive loyalty. Marriott’s focus is on delivering consistent, high-quality experiences through technology and human touch.
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Medallia helped InterContinental Hotels Group (IHG) manage feedback from 798,075 guest rooms. IHG integrated Medallia’s platform with its HeartBeat survey... and public review system. This allowed IHG to collect 18.5 million pieces of feedback and respond to social alerts at 88% of hotels. The number of Medallia users at IHG grew from 7,500 to nearly 40,000. IHG uses these insights to improve guest experience and hotel operations.
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Holiday Inn Club Vacations used Medallia to gather fast feedback during the COVID-19 crisis. The company closed 29 resorts in... March 2020 and needed to understand guest concerns and safety expectations. Medallia's solutions helped them listen to guests and act quickly. As a result, NPS rose by 16 points, customer satisfaction increased by 41%, and Medallia user engagement grew by 21%.
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Choice Hotels used Medallia’s contact center suite to improve customer experience. The team replaced a slow, manual QA process with... Medallia’s platform. This led to a 4.7 out of 5 customer rating and a 7-figure revenue gain. Over 1 million pieces of feedback were collected since launch. Call center productivity and agent performance also increased. The solution helped identify and resolve customer issues faster.
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Medallia helped Best Western boost TripAdvisor reviews by 76%. The Medallia platform integrated TripAdvisor review forms into guest surveys. This... made it easy for guests to leave feedback. Best Western's average TripAdvisor rating rose from 3.98 to 4.28. Over 1,200 properties earned TripAdvisor’s Certificate of Excellence. Medallia enabled hotels to manage their online presence and improve guest loyalty.
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Airbnb used Medallia to improve customer experience management. Before Medallia, Airbnb relied on Excel spreadsheets for survey data, making it... hard to find trends. With Medallia, Airbnb can view customer experience data at individual, team, site, and global levels. This helps Airbnb quickly find insights and improve guest experiences. Airbnb manages feedback from 3 million listings in 65,000 cities.
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Choice Hotels used Medallia’s contact center suite to improve customer experience. The team replaced a slow, manual QA process with... Medallia’s platform. This led to a 7-figure revenue gain and a 4.7 out of 5 customer rating. Over 1 million pieces of feedback were collected since launch. Call center productivity and agent performance also increased.
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Best Western used Medallia to collect guest feedback and integrate TripAdvisor reviews into their surveys. This partnership led to a... 76% increase in TripAdvisor reviews for Best Western properties. The average review rating rose from 3.98 to 4.28 out of 5. Medallia helped Best Western hold hotels accountable and improve guest loyalty. The solution made it easy for guests to leave feedback, boosting engagement and online reputation.
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Airbnb used Medallia to improve guest experience management. Before Medallia, Airbnb relied on Excel spreadsheets for survey data. Now, Airbnb... analyzes customer experience data at individual, team, site, and global levels. This helps Airbnb find insights quickly and make better decisions. Medallia made customer feedback easier to use for Airbnb.
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Airbnb used the Medallia platform to manage customer feedback more efficiently. Before Medallia, Airbnb relied on Excel spreadsheets to analyze... survey data. Now, they view customer experience data at individual, team, site, and global levels. This helps Airbnb quickly find insights and improve guest experiences. Airbnb has 3 million listings in 65,000 cities, serving many leisure travelers.
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Medallia helped Simmons Bank improve customer experience across all channels. Simmons Bank used Medallia to capture and act on customer... feedback in real time. The bank implemented text analytics, digital feedback, and closed-loop reporting. Simmons Bank saw a 23% increase in feedback volume and a 12+ point rise in NPS over two years. Newsweek recognized Simmons Bank as a top regional bank in 2025.
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Medallia Employee Experience helped Permanent TSB, an Irish retail bank, improve both customer and employee satisfaction. The bank used annual... surveys and quarterly micro-pulse assessments to listen to employees and act on their feedback. Branches with more engaged employees saw a 65% higher customer NPS. Over 1,000 positive changes were made based on feedback. Employee NPS increased by 7 points, showing a strong link between employee engagement and customer experience.
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Banorte used Medallia to improve customer experience across all channels. The bank completed 6 million surveys and saw a 155%... growth in digital transactions. Response rates increased five times. Medallia helped Banorte collect feedback from branches, ATMs, digital, and contact centers. Text analytics and CX Profiles enabled personalized service and deeper insights into customer emotions.
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Medallia helped BAC, a leading Central American bank, capture 1. 8 million customer experience responses. BAC improved its Net Promoter...Score by 23 points using Medallia's platform. The bank sent 80,000 congratulation messages to agents, boosting engagement. BAC used Medallia to gather feedback from both customers and employees across many service channels. This made BAC more customer-centric and improved service quality.
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ABANCA used Medallia to transform its customer experience with an omnichannel approach. The bank captured real-time feedback across all channels,... improving customer acquisition conversion. Medallia enabled ABANCA to act on business KPIs quickly and drive digitalization. The focus on continuous feedback led to a significant increase in NPS. ABANCA built a customer-centric culture and improved service quality.
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Banorte used Medallia to improve customer experience across all channels. They completed 6 million surveys and saw a 155% growth... in digital transactions. Response rates increased 5X. Medallia Conversations and Text Analytics helped Banorte understand customer feedback and emotions. Banorte was recognized as the best bank in Mexico for customer focus.
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BAC used Medallia to collect feedback from customers and employees. They captured 1.8 million CX responses. BAC saw a 23-point... improvement in NPS. Over 80,000 agent congratulation messages were sent. BAC aims to be more customer and life-centric. They use feedback to improve service channels.
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ABANCA used Medallia to transform its customer experience with an omnichannel approach. The bank captured real-time feedback across all channels,... improving customer acquisition and conversion. Medallia helped ABANCA track business KPIs and increase NPS. Continuous feedback and digitalization drove process improvements. ABANCA built a customer-centric culture focused on service excellence.
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Medallia Experience Cloud helped Walmart Mexico lower operational costs and decrease support time. The e-commerce team used Medallia’s text analytics... to understand customer feedback in native Spanish. This allowed them to identify key topics and sentiment, leading to better decisions at both store and corporate levels. Walmart Mexico saw positive ROI and increased NPS at every step of the customer journey. Real-time analytics and alerts enabled a major leap in customer experience management.
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Sam's Club uses Medallia Experience Cloud to improve member experience. Associates access real-time customer feedback through the MxVoices tool on... mobile devices. This helps staff respond quickly and enhance shopping for 47 million members. The platform supports two-way dialogue and drives innovation in customer service. Sam's Club operates over 600 locations and has annual sales above $56 billion.
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Medallia helped Rent-A-Center boost customer growth by 19%. The company saw a 28% increase in sales growth and a 54%... rise in NPS. Rent-A-Center used Medallia to collect feedback at every step of the customer journey. They now capture omnichannel feedback using Medallia Experience Cloud, including in-store, digital, and text analytics. High customer satisfaction stores outperformed others by 28% in year-over-year sales growth.
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PetSmart used Medallia to unify customer feedback from in-store, digital, and service channels. They built an omnichannel dashboard to track... real-time insights across adoption, grooming, and loyalty programs. Feedback led to improved adoption kits, better grooming services, and refined loyalty offers. The dashboard helped spot friction points and replicate successes. PetSmart increased customer satisfaction and loyalty by acting on feedback quickly.
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Albertsons used Medallia's video feedback to capture richer customer insights. Standard surveys missed key details, so Albertsons added video feedback... via mobile app push notifications. Customers could easily record and share their experiences. The e-commerce and store operations teams used these videos to improve service. This led to an 11% NPS gain for DriveUp & Go, a 17% increase in home delivery score, and a 21% lift in digital sales.
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Dick's Sporting Goods used Medallia to improve its ecommerce experience. The company captured digital customer insights to understand shopper sentiment... and behavior. By integrating Medallia with Adobe Analytics, Dick's identified and removed bottlenecks in the online journey. This led to a 50 basis point drop in bounce rates and a 25% to 46% increase in exercise equipment conversions. Medallia helped Dick's act on customer feedback and boost online sales.
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Medallia Experience Cloud helped Walmart Mexico improve customer experience by using text analytics to understand feedback in Spanish. The e-commerce team... identified key topics and sentiment, leading to better actions at both store and corporate levels. Walmart Mexico saw lower operational costs and reduced support time. The program expanded to cover every step of the customer journey, delivering positive ROI and higher NPS. Real-time analytics and alerts enabled faster, more effective responses.
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Dick's Sporting Goods uses Medallia to capture digital insights during the ecommerce journey. The company focuses on understanding customer behavior... online. Medallia helps them improve the digital shopping experience. This leads to better engagement and satisfaction for online shoppers. The insights support ongoing improvements in ecommerce.
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Schneider Electric used Medallia to improve its digital customer experience across 80+ country websites. The company captured real-time feedback to... better understand customer needs and quickly address issues. Within two years, Schneider Electric increased its Net Satisfaction Score by 34 points. Employee engagement also rose by 33% using Medallia. The solution helped Schneider Electric deliver a consistent and excellent customer experience globally.
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Andersen Corporation used Medallia Experience Cloud to improve customer experience. They started with Voice of the Customer in their Renewal... by Andersen division. Success led them to expand to Voice of Employee surveys and more touchpoints across all divisions. Integrating Medallia with ServiceNow and Salesforce helped connect data across the business. This positioned Andersen as an experience-focused company, not just a product company.
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Medallia Experience Cloud helps Air Liquide collect and analyze customer feedback in real time. The platform gives a 360-degree view... of the customer across 80 countries. Employees at all levels use Medallia to listen to the voice of the customer. Executives rely on Medallia VoicesTM for quick updates on feedback. Air Liquide aims to empower 67,000 employees to act on customer insights. The solution supports a customer-centric strategy in the manufacturing sector.
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Medallia Digital helped Schneider Electric improve its global website experience. Schneider used Medallia to collect feedback from 80+ country websites.... The company increased its Net Satisfaction Score by 34 points in two years. Employee engagement rose by 33% with regular use of Medallia. Schneider made it easier for customers to find products and reduced the number of clicks needed. The solution gave leaders a 360-degree view of customer needs.
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Andersen Corporation used Medallia Experience Cloud to improve customer experience. They started with their Renewal by Andersen division, capturing customer... feedback. Success led them to expand to employee surveys and more touchpoints. Integrating Medallia with ServiceNow and Salesforce helped connect all experience data. This made Andersen focus more on service, not just products.
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Medallia Experience Cloud helps Air Liquide collect and analyze customer feedback in real time. The platform gives a 360-degree view... of the customer across 80 countries. Employees at all levels use Medallia to listen to the voice of the customer. Executives rely on Medallia Voices for quick updates on feedback. Air Liquide aims to empower 67,000 employees to act on customer insights. The solution supports a customer-centric strategy in the manufacturing sector.
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3M used Medallia to collect feedback from distributors on its B2B eCommerce website. The company consolidated over 1000 legacy ERP... systems into a single global platform. Direct feedback helped 3M redesign workflows and improve site usability. Within a year, page load times dropped by 60%. Customer satisfaction scores rose by nearly 3 points. 3M made many customer-led improvements using Medallia.
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XP used Medallia to improve customer experience management. The company saw a 35-point increase in Net Promoter Score. Over 5,000... advisors accessed real-time customer feedback. Promoters had a lifetime value 5.7 times higher than detractors. Medallia helped XP close the loop with clients and prioritize actions for satisfaction.
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H&R Block uses Medallia to manage customer feedback across 12,000 retail locations. The company empowers 70,000 tax professionals with real-time... insights. Medallia helps H&R Block understand client needs and improve customer experience. Over 100 million DIY tax returns have been processed. A leader at H&R Block says Medallia keeps them connected to client feedback.
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Medallia helped Fidelity International boost combined net sales by 50%. The company used Medallia to launch a global Voice of... the Client program. This program collects feedback and overlays behavioral data on NPS scores. Every employee can access and act on client feedback. Fidelity saw a 45% rise in relationship NPS and a fivefold increase in net sales from closed loop detractors. The program improved retention and put customers at the center of strategy.
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XP used Medallia's customer experience platform to manage client feedback. The company saw a 35-point increase in NPS. Over 5,000... advisors accessed real-time feedback. Promoters had a lifetime value 5.7 times higher than detractors. XP focused on closing the loop with clients and improving satisfaction. Medallia helped XP prioritize actions and communications for better customer experience.
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Fidelity International used Medallia to launch a global Voice of the Client program. The program helped them measure and improve... client experience using surveys and analytics. They saw a 50% increase in combined net sales and a 45% rise in relationship NPS. Closed loop detractors saw a 5X increase in average net sales. The company now puts customers at the center of all strategies and activities.
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Volvo Cars used Medallia to unify their consumer experience with the “One Voice” program. They wanted to move beyond surveys... and listen to feedback across many channels. Medallia helped Volvo Cars hear the full consumer voice in real time. This let them build direct relationships and deliver more personal, respectful experiences. Volvo Cars aims to keep customers loyal and improve lives with better technology and service.
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Mercedes-Benz uses Medallia to manage customer feedback across over 360 dealerships in North America. The platform collects 500,000 surveys per... year and supports more than 5,000 users. Dealers receive real-time alerts and can respond to customer issues quickly using Medallia’s mobile app. Customized dashboards help both corporate and dealerships act on feedback and close the loop with customers. Mercedes-Benz used Medallia to pilot and measure a new express service model, which was later rolled out nationwide.
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Mazda used Medallia to collect and analyze customer feedback across over 600 North American dealerships. The company focused on improving... customer experience and employee engagement. One dealership improved its "Good Value for Cost of Service" score by training staff and sharing competitor pricing. Mazda introduced customer engagement training emphasizing authenticity and empathy. Since adopting Medallia, Mazda increased customer retention by 2.8%.
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Volvo Cars used Medallia to unify their consumer experience with the “One Voice” program. They wanted to move beyond surveys... and listen to feedback across many channels. This helped Volvo Cars build direct relationships with consumers. The company aimed to deliver personal and respectful experiences. Medallia made it easier for Volvo Cars to hear and act on real-time feedback.
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Medallia Experience Cloud helped the Canadian Automobile Association (CAA) boost response rates to 46%. CAA used Medallia to track and... improve customer satisfaction for roadside assistance, contact centers, retail, and web. Text analytics revealed common issues, letting CAA solve problems faster. Overall satisfaction by response time reached 87%. Roadside NPS rose by 5 points during COVID-19. CAA now makes better business decisions with real-time customer insights.
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Deliveroo used Medallia to improve customer experience and boost loyalty. The company launched the 'Roo Voices' program to capture and... analyze customer feedback. Medallia's text analytics helped Deliveroo tag feedback and find key areas for improvement. This led to reduced churn and stronger customer loyalty. Deliveroo connected customer experience efforts directly to revenue impact.
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Counter Culture Coffee used Medallia to improve customer feedback management for its e-commerce business. The company wanted better visibility into... online customer experiences and feedback. Medallia helped them understand what customers think and need. They used real-time, personalized outreach to connect with customers. This increased brand loyalty and improved customer satisfaction.
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Deliveroo used Medallia to improve its customer experience program. The company launched the ‘Roo Voices’ voice of the customer initiative... with Medallia’s help. Medallia Text Analytics tagged feedback by topic, helping Deliveroo spot key areas for improvement. This led to lower customer churn and stronger loyalty. Medallia helped Deliveroo link customer experience efforts directly to revenue.
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Counter Culture Coffee used Medallia to improve customer feedback management for its e-commerce business. The company wanted better visibility into... online customer experiences. Medallia gave them a holistic way to understand and act on customer needs. They monitored blog engagement and used real-time outreach to connect with buyers. This led to stronger customer relationships and increased brand loyalty.
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IPSY used Medallia Experience Cloud to unify conversations, surveys, and sentiment data. This helped IPSY quickly find what members were... feeling and why. Personalized surveys increased response rates to 20%. Coaching prep time dropped by 30%. IPSY saw a 7% increase in customer satisfaction scores. Teams now use real insights to make decisions and improve loyalty.
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Medallia helps Esler Companies boost employee engagement. Esler Companies uses Medallia's employee experience platform to build a culture of self-love... and associate delight. The company tracks engagement and transparency across departments. This approach leads to better customer experiences and high annual charitable donations. Esler Companies has 1,000 associates and over $350K in yearly charitable giving.
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Medallia Experience Cloud helped IPSY unify conversations, surveys, and sentiment data. IPSY improved coaching prep time by 30% and achieved... a 7% increase in CSAT. Personalized surveys lifted response rates to 20%. Teams now access real-time insights, enabling faster, evidence-backed decisions. Members feel heard, and business loyalty has grown.
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Esler Companies used Medallia's employee experience platform to boost employee engagement. The company has 1,000 associates and focuses on building... a culture of love and self-value. Medallia's software helps Esler track how each person and department performs across the customer journey. This transparency supports a cycle of delight for both employees and customers. Esler credits Medallia for sharing best practices and inspiring their approach to employee and customer experience.
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Medallia helped Northwestern Medicine Marianjoy Rehabilitation Hospital boost patient education satisfaction scores by 200%. The hospital used real-time patient feedback... to improve care coordination, pain management, and responsiveness. Staff accessed easy dashboards and heatmaps to spot trends and act quickly. Initiatives like hourly rounding and bedside handoffs reduced call light use and fall rates. Medallia empowered staff and built a more agile, responsive culture focused on patient needs.
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Medallia helped Northwestern Medicine Marianjoy Rehabilitation Hospital improve patient satisfaction by 200%. The hospital used real-time patient feedback to guide... process improvements like hourly rounding and bedside handoffs. Medallia's dashboards and heatmaps made it easy for staff to spot trends and act quickly. Call light use and fall rates dropped after implementing targeted nurse rounding. Staff felt more empowered and connected to their purpose through actionable insights.
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Medallia helped Northwestern Medicine Marianjoy Rehabilitation Hospital improve patient satisfaction by 200%. The hospital used real-time patient feedback to guide... process changes like hourly rounding and bedside handoffs. Call light use and fall rates dropped after implementing Medallia dashboards and heatmaps. Staff used open-ended feedback for coaching and peer recognition. The hospital built a more responsive and empowered care culture.
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Medallia helped Plenitude transform from a traditional utility to an integrated energy solutions provider. Plenitude used Medallia to launch a... new customer feedback program focused on quality. The company integrated real-time feedback, AI, and text analytics to improve service. NPS tripled from 2019 to 2023. Complaints dropped by 60% and repeat calls fell by 20%. Plenitude now uses dashboards and agile methods to support decision making.
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Medallia helped Plenitude transform from a traditional utility to an integrated energy solutions provider. Plenitude used Medallia to launch a... new customer feedback management system focused on quality. The company saw a 60% drop in complaints and a 20% reduction in repeat calls. Net Promoter Score tripled between 2019 and 2023. Real-time feedback, AI, and text analytics improved customer experience and business processes.
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Medallia helped Plenitude transform from a traditional utility to an integrated energy solutions provider. Plenitude used Medallia to launch a... Voice of the Customer program focused on service quality. The system integrated real-time feedback, AI, and text analytics. NPS tripled from 2019 to 2023. Complaints dropped by 60% and repeat calls by 20%. Plenitude now uses dashboards and agile methods to improve customer experience.
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Benefit Cosmetics used Medallia Experience Cloud to track customer feedback in 32 retail stores. In less than 9 months, their... average store NPS rose by 5.8 points. Store managers accessed real-time customer insights through a branded dashboard and mobile app. The platform helped managers act on feedback and connect with customers. Executives used Medallia Voices and AskNow to test ideas and drive growth.
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IPSY used Medallia to unify conversations, surveys, and sentiment data. The Service Experience team gained instant insight into member feedback.... Coaching prep time dropped by 30%. Personalized surveys increased response rates to 20%. IPSY saw a 7% lift in CSAT. Teams now act on real-time insights to improve customer loyalty.
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Benefit Cosmetics used Medallia Experience Cloud to track customer feedback in 32 retail stores. Store managers accessed real-time customer insights... through a branded dashboard and mobile app. In just 9 months, the average store NPS score rose by 5.8 points. The platform helped managers connect with customers and improve service. Executives used Medallia Voices and AskNow to test ideas and drive growth.
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Medallia's new Frontline-Ready AI™ capabilities are now generally available, enabling enterprise-scale generative AI adoption. Over 40% of Medallia's top enterprise... customers, including major hospitality brands like BWH® Hotels, have adopted these features. The AI tools offer significant productivity gains and support multiple languages, enhancing customer sentiment analysis and service recovery in the hospitality sector.
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Medallia has launched its new Frontline-Ready AI™ capabilities, which are now generally available and embedded into existing operational infrastructures. Over 40% of... Medallia's top 300 enterprise customers, including major hospitality brands like BWH® Hotels, have adopted these AI features. The capabilities enhance productivity by automating customer feedback management and service recovery prioritization, providing real-time insights and significant efficiency gains.
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Medallia's acquisition by Thoma Bravo in 2021 for $6. 4 billion has resulted in a significant financial restructuring. Control has...shifted to a lender group led by Blackstone, Apollo, KKR, and Antares due to unsustainable debt servicing costs. This situation highlights the risks in private credit, especially with Payment-In-Kind structures and aggressive leverage, as Medallia's case becomes a cautionary tale for similar software deals from 2020-2022.
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Hotel teams are implementing ChatGPT workflows to enhance automation with Opera, Medallia, and IHG systems, streamlining operations and improving efficiency.