Case Study: Canadian Automobile Association boosts customer satisfaction with Medallia Agent Connect

CAA boosts response rates to 46% with Medallia Agent Connect

The Canadian Automobile Association (CAA) faced a challenge in making data-driven decisions despite high customer satisfaction scores. Lacking clear insights, the organization relied on assumptions. To better understand customer feedback and identify areas for improvement, CAA turned to the vendor Medallia and implemented its Experience Cloud platform.

Medallia enabled CAA to analyze customer experiences across roadside assistance, contact centers, retail, and its website. Using Medallia's text analytics and closed-loop processes, CAA could quickly identify common issues and coach employees. The results were significant: a 46% increase in feedback response rates, an 87% overall satisfaction rating based on response time, and a 5-point increase in Roadside NPS during the COVID-19 pandemic.

Canadian Automobile Association (caa)