How IBM predicts and resolve negative customer experiences quickly

Predicting And Saving Detractors Before They Detract, At Enterprise Scale

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IBM, a global technology company headquartered in the U.S., was not satisfied with just reacting quickly to resolve negative customer experiences. The enterprise wanted to know if a customer is at risk of becoming dissatisfied before he or she ever gets there. To do this, the company built a Net Promoter Score Early Warning System (N.E.W.S).

Leveraging Medallia, IBM was able to:

  • Track NPS >300 product offerings
  • Collect >365,000 pieces of feedback in the first year
  • Predict detractor accuracy by 95%
Vendor:
Medallia Inc
Posted:
Oct 12, 2021
Published:
Jun 14, 2021
Format:
HTML
Type:
Case Study
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