Case Study: Deliveroo transforms customer feedback into loyalty and revenue with Medallia Digital Experience Analytics

Deliveroo transforms feedback into loyalty and revenue with Medallia Digital Experience Analytics

Deliveroo, an online food delivery company, faced intense competition and sought to build customer loyalty by creating a consistent and aligned customer experience program. To address this challenge, they partnered with vendor Medallia to implement its Digital Experience Analytics solution, including its Text Analytics capability.

Medallia worked closely with Deliveroo to roll out its 'Roo Voices' voice of the customer program. By using Medallia's text analytics to tag all feedback, the team could quickly identify key areas for improvement. This allowed Deliveroo to transform customer feedback into action, resulting in reduced churn, increased customer loyalty, and a significant ability to connect customer experience activity to revenue.

Deliveroo