Case Study: Albertsons Companies achieves 21% digital sales lift with Medallia Video

Albertsons Companies lifts digital sales 21% with Medallia Video

Albertsons Companies faced the challenge that their standard customer surveys were not capturing the full experience, often missing important details and emotional nuance. They needed a digital-first feedback method that fit into how customers already shopped via mobile apps. To address this, they partnered with vendor Medallia to implement its video feedback service.

Medallia's solution integrated video feedback directly into the Albertsons mobile app, making it easy for customers to show, not just tell, about their experiences. This provided richer insights that teams could act upon. The results were significant, including an 11% year-over-year NPS gain for DriveUp & Go, a 17% increase in home delivery score, and a 21% lift in digital sales. Medallia helped turn customer videos into credible, actionable insights that drove business growth.

Albertsons Companies