Case Study: Cox Communications achieves lower churn and a 9-point NPS lift with Medallia

Cox Communications - Customer Case Study

Cox Communications, a broadband and communications provider serving 6 million customers and collecting over 600K surveys per year, faced fragmented voice-of-customer (VOC) data: multiple channel-specific survey methods, siloed feedback, and no single benchmark to guide decisions. To unify measurement and launch a company-wide NPS program, Cox partnered with Medallia to get one version of the truth and drive CX accountability across the organization.

Medallia implemented a multi-channel VOC program—including an NPS rollout, role-based dashboards, Text Analytics, and closed-loop alerting—that centralized feedback and routed issues to the right teams. As a result, Cox’s Closed-Loop Feedback team closes 100% of alerts 47% faster, transactional NPS rose about 9 points across channels (regional NPS up ~11 points), detractors churn at 2.5x the rate of promoters/passives, and churn has been significantly reduced thanks to Medallia-enabled insights and remediation.

Cox Communications

Armand Barone

Director of Customer Experience