Beruflich Dokumente
Kultur Dokumente
80% 51
TOTAL INCREASE IN STOCK PRICE
50
40% 48
NPS
2010
0% 45
2006 2008 2012 2014 2016
-40%
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
9% B2B
mobile have
of Medallia clients doubled in the past 32% FINANCIAL
SERVICES
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
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
28% B2B
Medallia clients
across industries 38% FINANCIAL Companies that
SERVICES
7x more innovation
53% HOSPITALITY
CX platform
tests
for innovation 25% RETAIL
Top vs. bottom quartile of annual NPS change
*Experiments using customer feedback to measure the impact of product, service, and
survey design improvements