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MEDALLIA BENCHMARK 2016

The Medallia community outperforms the


marketand keeps getting better
Medallia clients 10 -year stock per formance Average NPS for Medallia clients is growing
exceeds the S&P 500

80% 51
TOTAL INCREASE IN STOCK PRICE

50
40% 48

NPS
2010
0% 45
2006 2008 2012 2014 2016

-40%

YEAR 2012 2013 2014 2015


Medallia clients S&P 500 Average NPS for companies with 4 years of data or more captured in Medallia

What practices drive success? CX leaders deliver greater


shareholder returns
CX leaders are answering this Stock Price Grow th: Leaders vs. Laggards
question every day, and winning
115%
as a result. Read on to see how
Leaders
customer-centric companies Laggards
70%

operationalize feedback and deliver 41%


36%
greater value to their customers.
5-year (20112016) 10-year (20062016)

NPS performance in the top quartile (leaders: average NPS = 74) and bottom quartile
(laggards: average NPS = 10) of Medallia clients

Customer-centric companies
Make it convenient for customers to give feedback

Surveys completed via


% SURVEYS COMPLETED VIA MOBILE IN 2015

9% B2B

mobile have
of Medallia clients doubled in the past 32% FINANCIAL
SERVICES

81% collect feedback through three yearsand 42% HOSPITALITY

multiple channels make up nearly half 43% RETAIL


of all surveys in many
industries 51% TELECOM

Make feedback accessible and addictive for employees

77%
of Medallia
feedback
programs have 500+ users
90%
of employees are satisfied at work when their teams review feedback at least
once a month

40%
of Medallia
mobile app
users log in daily, compared
40%
of employees are satisfied at work when their teams review feedback once
to 36% of Twitter users a quarter or less
Source: Pew Research Center Social Media Update

Harness unstructured feedback to spark improvement

Locations that respond to more online reviews see


boosts in customer satisfaction

55% of Medallia
clients use
text analytics to understand
Greater year-over-year
improvement when
responding to >50% of
unstructured feedback reviews vs. responding
to no reviews
+4 NPS

Develop and test innovative ideas with customers


% MEDALLIA CLIENTS RUNNING TESTS IN 2015

28% B2B
Medallia clients
across industries 38% FINANCIAL Companies that
SERVICES

are using their improved the most ran

7x more innovation
53% HOSPITALITY

CX platform
tests
for innovation 25% RETAIL
Top vs. bottom quartile of annual NPS change

testing* 40% TELECOM

*Experiments using customer feedback to measure the impact of product, service, and
survey design improvements

For more information, please contact us at inquire@medallia.com or 844-238-3767, or visit us at MEDALLIA.COM.


Copyright 2016 Medallia, Inc. All rights reserved. Medallia is a registered trademark of Medallia, Inc. Net Promoter, Net Promoter Score, and NPS are
registered trademarks of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc. Other names may be trademarks of their respective owners.