Rent-A-Center increases sales performance by focusing on customer experience

With over 2400 stores in the US, Puerto Rico, and Mexico, Rent-A-Center employs over 17,000 people who serve more than one million customers. The company puts the buying power in their customers’ hands through flexible payment options so they can enjoy big-ticket items the way they want, when they want it. With the goal of improving customer experience and retention, Rent-A-Center needed a modern solution to gather feedback throughout the entire customer journey.

Now, with Medallia, there are different touch points along the customer journey where Rent-A-Center can receive feedback on how to improve and what they can do to provide a better experience in the future. Rent-A-Center is now able to capture omnichannel feedback and insights through Medallia Experience Cloud via in-store, Medallia Digital and Text Analytics.

Since launching the Voice of the Customer program with Medallia, NPS has increased by 54%. Rent-A-Center can also now tie customer experience to the financial performance of individual stores. The company has seen a 19% Customer Growth increase on a per store average, and top performing NPS stores outperform low performers by 28% in year-over-year sales growth.

“Our stores with the highest customer satisfaction scores outperform low performers by 28% in YOY growth, which shows the impact customer experience has on financial performance.”

Mark DeLembo,

Director of Customer Experience at Rent-A-Center

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