Case Study: Tory Burch achieves consistent transformational experiences — reduces detractors by 12% and narrows NPS spread by 15 points with Medallia

Creating Transformational Experiences through Customer Feedback

Tory Burch, a global fashion retailer known for creating “transformational” in-store and online experiences, faced a gap between its customer-centric culture and a system for listening to and acting on the real voice of the customer. To close that gap, Tory Burch deployed Medallia—using Medallia’s Experience Management platform with mobile-optimized surveys and real-time alerts—so store teams could systematically capture feedback, follow up with customers, and reinforce positive behaviors.

Medallia’s solution was integrated into daily operations across 72 stores and 12 languages, giving managers real-time visibility to slice customer data, close the loop, and drive improvements (65% of surveys now come from mobile). As a result, Medallia helped Tory Burch reduce detractors by 12% and narrow the NPS spread between its lowest- and highest-performing stores by 15 points, delivering more consistent transformational experiences globally.

Tory Burch

Matt Marcotte

SVP Global Retail