Case Study: Jet.com achieves higher customer engagement and service ratings with Medallia Agent Connect

Jet.com Takes Off With Stella Connect

Jet.com launched in 2015 to make online shopping more transparent and efficient and prioritized best‑in‑class customer service. To support its public launch, Jet adopted Stella Connect to capture agent‑level performance metrics, deliver real‑time recognition and rewards, and drive public recognition that could boost brand awareness and customer acquisition.

Today several hundred Jet agents use Stella Connect, collecting thousands of customer comments weekly. Response rates to feedback requests exceed 40% (3–5× higher than other surveys), the average rating is 4.6 out of 5, and more than 5,000 customers have shared positive experiences on social media—strengthening loyalty, motivating agents, and generating valuable earned media.

Jet.com

Marc Lore

Founder and CEO