Case Study: Constellation Energy achieves 45% more mobile sign-ups with Medallia Digital Experience Analytics (Decibel)

Boosting Mobile Conversions by 45% by Redesigning a Funnel with Decibel

Constellation Energy, an Exelon company, needed to comply with new AGL information requirements on its paid enrollment funnel while conversion rates and CPA were falling. The team turned to Medallia Digital Experience Analytics, using the Decibel digital experience analytics product/service to diagnose what was causing the drop, especially on mobile.

Medallia Digital Experience Analytics helped Constellation Energy identify frustration points, looping behavior, and technical issues in the funnel through DXS scoring, journey mapping, and session replays. After redesigning the funnel to remove a submit step, shorten mobile pages, and add sticky footer buttons, Constellation Energy achieved a 23% increase in sign-ups, a 25% decrease in CPA, and a 45% increase in mobile sign-ups, with CVR rising from 4.85% to 5.77%.

Constellation Energy