Using Feedback to Deliver a Clear, Consistent Customer Promise

Using 2.7M surveys a year to fuel customer-centric innovations

As the voice and data network provider of choice for 4 out of every 5 Fortune 500 companies — and a Fortune 500 company in its own right — Windstream Communications knows that reliability and consistency are critical to the mission of keeping its clients connected.

Yet with limited access to customer feedback, inconsistent collection processes, and delayed follow-up with dissatisfied customers, Windstream knew it had to completely change how it listened and adapted to customer needs — and fast. After examining its options, Windstream chose to understand and take action on the voice of its customer with Medallia.

Today, Windstream is already reaping the benefits of operationalized customer experience management. Not only do thousands of employees have real-time access to customer feedback, but the company has also already used this feedback to fix multiple customer pain points throughout the organization.