Case Study: Safelite validates A/B test wins and improves digital experiences with Medallia Digital Experience Analytics

Validating AB Test Results with Advanced Digital Experience Analytics

Safelite, a major provider of vehicle glass repair and insurance claims management, needed to move beyond surface-level metrics to understand the "why" behind customer behavior and A/B test results on their website. To achieve this, they implemented Medallia Digital Experience Analytics (formerly Decibel) to gain deep, forensic insights into the digital customer experience.

Using Medallia's suite of tools, including scroll depth analysis, heatmaps, and Journey Discovery, Safelite validated the success of a website redesign and understood the precise customer behaviors driving the improvements. The solution from Medallia provided quantifiable proof, leading to a 0.41% increase in appointment rates, a 1% increase in funnel entries, and a 1.7% increase in opportunities, allowing the team to justify optimizations and prioritize their roadmap with confidence.

Safelite

Tim Simeone

Director of Product