The Red Alert: An Urgent Dip in CX Scores and the Fix Found on the Go

Here’s how a fictional home improvement retailer uses Mobile Scorecard Notifications and Root Cause Assist on mobile to spot a declining customer experience KPI and quickly identify and resolve the underlying cause.

For years, Medallia’s mobile app, Medallia Mobile, has empowered frontline managers to move on time-sensitive customer experience (CX) opportunities to make money and reduce risk. In fact, users log in to our app hundreds of thousands of times on a weekly basis, viewing up to nearly two million different tabs filled with alerts, insights, and actions that power frontline operations. 

That’s why we’re excited about two new features we debuted in late 2025 specifically for Medallia Mobile.

The first is Mobile Scorecard Notifications, which instantly alerts frontline leaders and teams right as their important metrics are changing, so they can jump in, fix issues fast, and keep experiences on track. 

The second is Root Cause Assist on Mobile, which uses AI to pinpoint the underlying factors driving these shifts in CX metrics, enabling frontline managers and regional leaders to determine what’s working and what needs attention—on the go. 

Here on the blog we’ve been shining a light on our Frontline-Ready AI™ features, and today we’re going to give you a look at what these two Medallia Mobile upgrades can do for you. See them in action as our fictional home improvement retailer, GoodHome, uses both features to detect an urgent dip in the in-store pickup experience and uncover and rectify the root cause faster than ever before.

The Character and the Conflict

Meet Nathan, a manager at one of the busiest locations of GoodHome. 

In the past, Nathan and his team of frontline employees didn’t have a reliable way to get a pulse on what was happening for customers in the store, in the moment. Sure, team members could gauge the sentiment of 1:1 interactions as they were happening, but they lacked a bigger-picture view of how customers collectively felt and the issues they were facing in the aggregate. Yes, the team received reports summarizing the feedback customers shared via surveys. Eventually. After the fact. When it was too late to address the challenges customers were facing.

In the absence of actionable, timely data, employees made adjustments based on gut intuition, dated customer feedback from days or weeks earlier, and the way things had simply always been done.

Nathan knew there had to be a better way. Fortunately, that better way became a reality when GoodHome rolled out Medallia Mobile to the frontline.

The Moment of Truth

Now that Nathan and his team have access to Medallia Mobile, they can keep tabs on their in-store customer experience KPIs and get notified the moment important metrics change, thanks to Mobile Scorecard Notifications. When fluctuations in metrics like customer satisfaction and NPS® occur, they can quickly figure out what’s causing these scores to go up or down with Root Cause Assist on Mobile. 

That’s exactly what happened recently when Nathan received an automated alert letting him know that the rating for his location’s in-store pick-up experience score had fallen to a troubling -3.08. 

What was going on with in-store pickup?

The Solution: Mobile Scorecard Notifications and Root Cause Assist on Mobile

In the past, the team might have only become aware—and been able to get to the bottom—of this type of issue after calls to the store spiked or tons of customers began lining up at customer service to ask for help with the same problem.

This time, Mobile Scorecard Notifications paired with Root Cause Assist on Mobile meant Nathan was notified and able to  intervene as the issue was unfolding. 

Here’s how. 

First, Nathan used Mobile Scorecard Notifications to set the specific metrics he wanted to be notified about and how he wanted to receive updates (daily, or in real time as scores dropped by a certain percentage or number of points).

Then, as soon as there was a change in one of those metrics, he received a notification like the one mentioned earlier. 

By tapping on the alert, Nathan was taken to Medallia Mobile, where he was able to drill into additional details about the declining KPI and see a GenAI-powered summary of the underlying cause powered by Root Cause Assist on Mobile. Root Cause Assist on Mobile analyzes all of a brand’s data from survey responses, call and chat transcripts, social media interactions, employee notes, and more, to reveal the “why” behind score changes.

In this instance, customers were having a hard time trying to view and modify their pickup orders within GoodHome’s app. 

Nathan was also able to see the impact of this issue on the store’s other KPIs: The lower in-store pickup rating was linked to a drop in the store’s overall satisfaction rating, which fell by 3.2 points from a strong 8.6 rating to a worrisome 5.4 out of 10. 

This is an example of the insights GoodHome is able to uncover using Mobile Scorecard Notifications and Root Cause Assist on Mobile.

With Root Cause Assist on Mobile, Nathan discovered additional details about the error with the app and how it was affecting overall satisfaction by various customer segments, including by rewards program member status and customer age. 

Root Cause Assist on Mobile uses all recent survey responses, call and chat transcripts, social media interactions, employee notes, and more to reveal the causes of the company’s CX score changes. 

The Resolution and Business Impact

Within seconds, Nathan could easily see there was an issue with GoodHome’s app and escalate the problem to the company’s app team, who were able to implement a fix. At the same time, the rest of the frontline was aware of the bug and was better able to assist customers affected by the app error. 

Frontline teams from the world’s leading brands, including Hyatt, Panera, and Dick’s Sporting Goods, use Medallia’s Mobile Scorecards every day to stay on top of customer sentiment and rising issues with live data at their fingertips. With the addition of Mobile Scorecard Notifications and Root Cause Assist on Mobile, now employees can take action to address issues as they arise faster than ever, helping their organizations make more money, reduce the risk of churn, and drive loyalty.

See these features in action

Watch our demos of Mobile Scorecard Notifications and Root Cause Assist on Mobile to get a look at how these capabilities put the power of AI into the hands of the frontline, enabling them to drive meaningful business outcomes—no complicated prompt engineering skills required.