Case Study: Four Seasons achieves a 7-point NPS boost and unified guest insights with Medallia

Continually (Re)inventing the Standards of Customer Experience

Four Seasons, a global luxury hotel brand known for setting customer service standards, faced fragmented feedback from paper comment cards and a separate web survey that created silos, limited visibility across properties and regions, and made real-time follow-up cumbersome. To solve this, Four Seasons partnered with Medallia and adopted its experience-management platform to unify guest feedback and link responses to customer records.

Medallia implemented a single voice-of-customer platform with role-based dashboards and regional reporting so GMs and area presidents can compare performance and act in real time; the program also supports ad-hoc survey testing for innovations like in-room iPads and mobile apps. Since rolling out Medallia, Four Seasons has seen a 7-point NPS lift, a 38% decrease in negative surveys, higher staff engagement with feedback, and now captures roughly 20,000 surveys per year across 93 locations with 1,600 users.

Four Seasons

Isadore Sharp

Founder and Chairman