LUX MED, Poland’s largest medical provider, used Medallia to create a patient-focused culture that drove innovation during the pandemic. Real-time feedback enabled safer care, improved workflows, and sparked small but meaningful changes like enhancing pediatric waiting rooms. Using Medallia’s analytics, LUX MED identified issues quickly, leading to a 30-point NPS increase, 7% annual revenue growth per customer, and 80% clinic manager engagement. Staff across departments accessed feedback through Medallia, boosting satisfaction and retention. By acting on insights at nearly 20 touchpoints, LUX MED enhanced care quality and patient loyalty.

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