Case Study: City Beach Australia achieves 30% rise in e-commerce sales and 25% higher conversion rates with Medallia for Digital

City Beach Australia Increases E-Commerce Sales by 30% and Conversion Rates by 25%

City Beach Australia, a youth-focused retailer with 60 stores, wanted to replicate its in-store beach lifestyle online and needed a way for visitors to share opinions about site appearance, products and functionality — going beyond web analytics to truly understand user behavior. To achieve this, City Beach turned to Medallia, implementing Medallia for Digital (Voice of Customer) to create a real-time feedback channel.

Using Medallia for Digital and its Experience Optimizer alongside Google Analytics, City Beach integrated feedback with behavioral data to prioritize site improvements guided by customers. The Medallia deployment delivered 850 feedback forms in month one and helped drive a 30% rise in e-commerce sales and a 25% increase in conversion rates, enabling targeted website optimizations and a fuller, 360° view of the customer journey.

City Beach

Paul Downs

Chief Information Officer