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Wiring the organization with customer feedback drives customer retention and revenue

Farmers Insurance

NPS Improvement

60 points

Retention Increase

3%

Positive Revenue Impact

$500 million

“Medallia provided real feedback about our customers and the data is available for everybody to look at every day. The Net Promoter score data has allowed the customers to create the roadmap that works for them. We have seen a 60 percent improvement in our Net Promoter Score. As the NPS has gone up, the retention in our business has gone up.It has gone up 3 points in 3 years which is about 500 million dollars in annual revenue. I am most proud that our company has rallied behind customer experience as our core operating philosophy.”
— Jeff Dailey, CEO, Farmers Insurance Group

 

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