Case Study

How a leading utilities company powers an evolving organizational structure with customer feedback

A leading utilities company implemented a customer feedback program designed to transform the way the company listens to and engages with the consumer. However, the first platform the company tried could not offer dynamic reporting at the network, team, and individual level, making it difficult for employees to take action quickly and effectively to meet customer needs.

The company needed a platform that could support multiple hierarchies in order for it to be useful in diagnosing problems and improving the customer experience. It also needed to expand to meet the needs of consumers who rely on the utility every day—and those who serve them.

Read the case study and find out why the utilities company began using the Medallia platform to boost their customer feedback program, offering flexibility and multiple hierarchy support that provides experience data and alerts to the right person at the right time.