Case Study: DICK'S Sporting Goods achieves higher ecommerce conversions and lower bounce/exit rates with Medallia

Create positive business outcomes by better understanding customer priorities

DICK’S Sporting Goods needed a faster, more actionable way to capture digital customer feedback after launching a new ecommerce platform. To better prioritize digital and marketing efforts and quickly surface issues in cart and site journeys, DICK’S partnered with Medallia and implemented Medallia for Digital, integrating customer feedback across web and mobile with Adobe Analytics.

Medallia enabled targeted intercept surveys, same‑day survey deployment, and a transparent integration with Adobe Analytics so DICK’S could match voice‑of‑customer data to traffic and conversion metrics. Using Medallia, DICK’S identified and fixed messaging and cart issues (for example suppressing free‑shipping language on oversized items), boosting exercise‑equipment in‑cart conversions from 25% to 46%, reducing bounce rates by 50 basis points and lowering exit rates by 40 basis points while improving merchandising, inventory decisions, and overall digital agility.

Dick's Sporting Goods

Miche Dwenger

Vice President Ecommerce Experience