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1. Medallia Customers
Listen at Scale
Capture Medallia customers are good listeners. They give their customers the
opportunity to provide lots of feedback via multiple channels.
Medallia Benchmark 2014
2013
2012
4.6%
Business Services
Financial Services
Hospitality
Retail
Software / Internet
Medallia Customers
Are Receiving Increased Feedback via Mobile
Medallia best practice is to optimize survey
design and content for mobile devices.
Does not include use of SMS invitations; includes only programs that have data
available for both in 2012 and 2013.
Telco
Manufacturing
Median response rate
Average survey completion time
Medallia Customers
Design Surveys with
Their Customer in Mind
RetailHospitality
Financial
Services Telco
Software
Internet
25%
15%
12% 14%
11%
Manufacturing
24%
Business
Services
14%
Medallia Customers
Get Feedback from Many Channels
Medallia Customers
Access Feedback via
Medallia’s Mobile Apps VS.
54
NPS
5.2%
13.5%
20.6%
18%
26.6%
7.7%
12.6%
22.2%
34%
10.7%
14.5%
10.5%
13.9%
66%of Medallia customers capture
multi-channel feedback, and
the trend is growing
OnlineEmail IVR Mobile Receipt Social
43
NPS
241,663,581
33,974,613
Invitations Sent in 2013
Surveys Completed in 2013
Percent of Surveys on Mobile Devices
Perform Medallia customers maintain some of the highest NPS levels on the planet
through consistent improvement of their customer experience year after year.
Medallia Customers
Have Seen NPS Increase
the Last 3 Years
2011 2012 2013
47
44
48
Average NPS of companies with 3 years of data or more captured in Medallia.
Index (1/2003=100)
Medallia Customers S&P 500
Jan 2004 Jan 2006 Jan 2008 Jan 2010 Jan 2012 Jan 2014
100
300
500
Medallia Customers
Drive Shareholder
Value
Copyright © 2014 Medallia, Inc. All rights reserved. Medallia is a registered trademark of Medallia, Inc. Net Promoter, Net Promoter Score,
and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc. Other names may be trademarks
of their respective owners.
For more information, please contact us at inquire@medallia.com or 844-238-3767, or visit us at MEDALLIA.COM.
Data taken from Temkin Group research report, Net Promoter Score Benchmark Study, 2013.
44 NPS
32 NPS
29 NPS
39 NPS
The higher the Medallia usage at the frontline, the higher the NPS. Closing the loop is also
essential. The companies with the highest scores focus strongly on customer recovery.
They generate detractor alerts and resolve them as they occur.
Act
20
30
40
50
60
<1 1-5 5-15 >15
Days
Days Medallia is used per month at the frontline
Medallia NPS®
Leaders
Are Engaged at the Frontline
MEDALLIA
Medallia Customers
Recover Their Customers
Companies that don't
have detractor alerts
Companies that have
detractor alerts
12%
88%
Medallia NPS Leaders
Close the Loop
Open Alerts
No Alerts
Closed Alerts
Laggards
13%
42%
45%
Leaders
8%
68%
24%
Leaders: Top quartile average NPS is 63
Laggards: Bottom quartile average NPS is 29
Auto Dealers
Hotels
Investment Firms
Retailers
38 NPS
29 NPS
25 NPS
28 NPS
Medallia Rest of industry
Medallia Customers
Outperform in
Independent Research
Software Firms 35 NPS 29 NPS