Deliveroo partnered with Medallia to unify its fragmented customer experience efforts into a single, centralized platform, launching the Roo Voices program to gather real-time feedback and convert detractors into loyal customers. Using Medallia’s text analytics, Deliveroo tagged verbatim feedback by topic, enabling swift identification of operational improvements, including safer, contactless delivery options. The program helped reduce churn and enhanced the effectiveness of callback actions. With early success in the consumer segment, Deliveroo now plans to extend this approach to its restaurant partners by integrating Medallia with Salesforce for real-time insights and planning.

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