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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:

Nov 4, 2021

Published:

Jun 14, 2021

Format:

HTML

Type:

Case Study