Case Study: Del Taco achieves real-time, quantifiable customer video insights with Medallia Video

Del Taco - Customer Case Study

Del Taco, a U.S. multi-state restaurant brand, needed fast, cost-effective customer feedback to evaluate a high-profile restaurant and menu refresh. To collect both quantitative and rich qualitative insight, Del Taco partnered with Medallia Video (using the Medallia LivingLens platform) to build an engaging, mobile “undercover” interactive video survey that customers could complete from their phones.

Medallia Video ran the mobile mission, embedding video questions in Del Taco’s survey and capturing 150 respondents who produced over 10 hours of authentic customer video. Analysis through the Medallia LivingLens platform produced a 28-minute highlight reel and measurable outcomes: quality and freshness perceptions rose after tasting test items, half of respondents said they would visit Del Taco more, 38% said they’d choose Del Taco over a competitor, and internal engagement and decision-making accelerated as teams used the videos to prioritize changes.

Del Taco

Tom Johnson

Director of Consumer Insights