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WHAT CLIENTS SAY ABOUT OUR ABILITY TO DRIVE CHANGE

"We see Medallia as the cornerstone to support our whole strategy of driving operational improvement."
"If you're serious about making change, it's a great tool."

Finding the Problem—the Exact Problem:

"With Medallia, we're able to diagnose the problems in our operation and take curative action."
"I was at a regional meeting recently and I had a hotel tell me, 'No matter what I do, my guests aren't satisfied.' So we brought up the Medallia application and discovered that there were no major service failures, it's just that the hotel was not wowing them. We dug deeper with the Medallia application. And you can see it—you could see that the front desk was the failure point. And that took maybe a couple of minutes to determine."
"Here's a priceless example of the power of Medallia. A very good manager called me about his customer satisfaction scores. They were good, but not where he wanted them to be. So we signed on to Medallia together from different locations—me in front of my terminal, he in front of his—and we identified his problem: a very weak 3-to-11 shift that was hurting service efficiency and impacting satisfaction scores. And I could hear it click over the phone: The manager saw it, the manager got it, and he did something about it. So Medallia is an easy and very effective tool for finding problems and then fixing them."

Making the Changes:

"There's no better tool for motivating your staff than showing them exactly what their customers have to say about them. I have yet to meet a front-line employee who didn't think that they provided the best possible service. But when you pull up a survey that gives them a six out of 10, then it starts to paint a real picture."
"We have also incorporated Medallia scores into our overall physical inspection process."
"We use Medallia results to ensure more effective analyzing of good and poor sites from the customer perspective. This allows us to effectively choose our poorer-quality sites and focus more of our resources on them."
"With Medallia, if I change my product offering, I can go and watch my product scores change. If I change management or change front-line employees, I can see it—I can track the effects of the changes I make."

Impact That's Felt Everywhere:

"Customer satisfaction goes into everything we do—presentations to the executive committee, presentation for the board of directors—I mean this really is a central metric for us. The tool actually does 95% of my job for me when it comes to customer satisfaction."
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