Case Study: MGM Resorts achieves a 12‑point front‑desk NPS lift and 30% contactless check‑in adoption with Medallia Concierge

MGM Resorts - Customer Case Study

MGM Resorts faced persistent long check‑in lines that COVID‑19 made urgent to solve. They partnered with Medallia Concierge, integrating the vendor’s two‑way guest messaging platform into MGM’s mobile app to enable contactless check‑in, pre‑arrival arrival notifications, and easy handling of special requests.

Medallia Concierge’s solution launched with MGM’s June reopening and saw immediate uptake—about 30% adoption from day one—while driving measurable guest satisfaction improvements: Front Desk NPS rose 12 points, Check‑in Process NPS increased 3–4 points, and 25% of contactless users became repeat guests, underscoring a successful shift to a more digital‑first, contactless guest experience.

MGM Resorts

Anders Tylman-Mikiewicz

Chief Product Officer