A leading utilities company used Medallia to transform its customer feedback program, enabling real-time insights across six key interaction points including field service, billing, and digital channels. The platform’s multi-hierarchy support and instant data access empowered teams to identify and address issues proactively, improving service and operational efficiency. Medallia replaced a previous system that lacked dynamic reporting and SSO, streamlining customer feedback collection and response. The result was not only enhanced customer satisfaction but also stronger employee engagement, more effective coaching, and visible improvements in issue resolution and responsiveness.

Join for free to read