Case Study

Windstream Case Study: Using 2.7M surveys a year to fuel customer-centric innovations

As the voice and data network provider of choice for 4 out of every 5 Fortune 500 companies — and a Fortune 500 company in its own right — Windstream Communications knows that reliability and consistency are critical to the mission of keeping its clients connected. Yet before it began working with Medallia, Windstream’s customer experience wasn’t always easy to navigate — often causing friction for its customers.

Windstream knew that, to improve this experience, the company had to understand the repair and servicing journey through the customer’s perspective. To capture this perspective though, it needed to change how it listened and adapted to customer needs and expectations.

After examining its options, Windstream chose to partner with Medallia to understand and take action on the voice of its customers. And they’ve already seen results, including:

  • Fixed chronic customer pain points surrounding internal and external communication, resulting in a streamlined repair and purchase journey for customers
  • Increased employee engagement around understanding and improving the customer experience
  • Initiated multiple training and process changes inspired by customer feedback

Download this case study to find out more about Windstream’s transformation — and how it continues to operationalize feedback throughout the organization to deliver superior customer experiences.