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Case Study

PayPal Case Study: Drove $2 billion in additional transactional payment volume

PayPal understands that keeping things easy for its customers is key to building loyalty: easy to set up an account, easy to transfer money, and easy to resolve an issue. That’s why the company prioritizes improving customer experience—to keep things easy for its customers. As noted by President David Marcus, the operations team, using Medallia, constantly scours customer feedback to identify, prioritize, and take action to reduce top pain points. And turns out, these improvements have a massive impact on revenue: PayPal has driven an increase of $2 Billion in transactional volume directly due to the reduction in pain points.

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