Five Themes In Our Customer Feedback
Select Theme To View Feedback
Medallia has changed the way I do business. It’s changed my universe. It really is an amazing tool.
—VP, Operations and Revenue Management
On Getting Feedback Fast:
We get much more immediate feedback from our customers.
There’s a big competitive advantage in having all that information in real time.
On Helping You Respond Fast:
Medallia allows us to respond just about immediately. We know exactly where we stand and can follow up with customers almost immediately, and we can respond specifically to the individual case.
On Helping You Analyze Fast:
The speed of the system’s amazing. It’s just very fast.
It’s just quicker—I don’t know what else I can say.
Like the difference between lightning and a tortoise.
On Being Easy to Use:
Medallia has changed the way I do business. I don’t have to crunch my own data anymore. During the time I devote to customer satisfaction, I now focus on the results themselves, rather than on putting the results into a usable format. It’s really changed my universe.
On Powerful Analysis Tools:
There is so much data there: Each analysis tool benefits different divisions of the company. So much data and so many ways to break it down.
The analytics, the metrics, the drill-down capabilities—that was a huge factor in why we selected the solution to begin with. We see all that stuff as a perfect portal to support our whole strategy.
Once we had a chance to experience the value of the Medallia system, we were sold.
A unique and powerful tool for responding to dissatisfied customers and solving the problem on a personal, individual level almost immediately.
—Customer
Why Customer Recovery Is Important:
We know that customers who have a problem that isn’t resolved are highly unlikely to ever return to your place of business.
The longer it takes to resolve a customer’s problem, the more expensive it becomes. The customer now wants to be compensated for the additional inconvenience of trying to get the problem solved.
Value of Customer Recovery:
If you can take a bad situation and turn it around for a customer, they’ll end up being even more loyal. The data itself has shown that.
The majority of customers are impressed when we contact them in response to their negative surveys. It surprises them, it really does. It shows a level of commitment that, frankly, people don’t expect from a company. We’ve gotten amazing feedback from them. And it’s been overwhelming.
How Medallia Helps:
With Medallia, we’ve developed a process where every customer who gives us an average or below score, or has a problem that wasn’t resolved, gets a direct communication from us.
A very important customer [who’s dissatisfied] can get a call from our CEO the same day—that’s a pretty cool competitive advantage.
I really like the customer recovery functionality—to me that’s a competitive advantage that you wouldn’t have without the Medallia tool.
With Medallia, we identify customers who slip through the cracks, proactively reach out to them, and recover them one at a time. That’s huge.
We see Medallia as the cornerstone to support our whole strategy of driving operational improvement.
—Customer
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.
Witnessing the Improvement
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.
This was the most successful IT implementation we’ve ever had.
—Customer
Easy Customization:
Another plus about Medallia is it’s very customizable.
The ease with which Medallia has helped us customize the system for our [proprietary system] has been exceptional. We were able to customize our benchmarking system within a 90-day period, immediately impacting over 6,000 sites.
Superlative Execution:
Their consistent execution in making the enhancement work correctly the first time is what sets them apart from many in the industry.
They were extremely helpful in their approach to working with our IT department to ensure that all angles were covered prior to implementation.
Effortless Upgrades:
It really is an iterative process, and we’re not stuck with a stagnant software system…Medallia seems to continue to change; it’s evolving and bringing our business along with it instead of lagging behind us.
People talk about it in their sales brochures and stuff, but when two companies actually partner together the way we have with Medallia—that’s rare.
—Customer
Good Listeners:
They really understand our business—they paid attention to what our needs are and understood our point of view.
They bothered to find out who we were and what we needed.
They try to understand our business and how we look at our business.
Treating Clients as Co-Developers:
When they’re developing future products and future tools, they’ll [come to us and] say, “Here’s what we’re thinking about doing—what do you think? Would this provide any value? How would you set it up? And if Medallia had something like this, how would you use it?
There’s really a partnership and two-way communication.
Acting on What We Hear:
Medallia has been extremely attentive to our needs. They work from an approach of quickly analyzing our exact business needs and responding back very quickly as to what it will take to accomplish them.
They’re very responsive, very friendly, very helpful. They’ve been very willing to work with us on any specific needs we have. They just work well with us. And they get the right people on the phone. So if we need to speak to their technology people, we do.
They didn’t try to sell us things we didn’t want. They sold us what we were actually looking for.
