Case Study: Talisis achieves a 20-point NPS increase and 1,000 campus improvements with Medallia

Defining best in class experiences by listening and acting on customer and employee feedback

Talisis, a Monterrey-based learning platform serving early childhood through professional training, faced a sharp dip in Net Promoter Score after the pandemic forced a move to fully online learning and exposed gaps in how feedback was collected and acted on. To fix this, Talisis launched a Voice of the Customer program and deployed the Medallia platform to replace unwieldy surveys, capture “moments of truth” across the journey, and assign accountability for improvements.

Using Medallia, Talisis mapped customer and employee journeys, automated feedback at key moments, and established processes to close the loop—responding to student requests within 24 hours—while driving monthly campus initiatives. The results: 1,000 service, product, facilities, and process improvements across 160 campuses, a 20‑point NPS recovery in a single year (VoC), a 10‑point NPS gain for VoE, and new enrollments returning to pre‑COVID levels with double‑digit growth in 2022; Medallia also underpins Talisis’s expanding Voice of the Employee program to reduce churn.

Talisis

Raul Heredia

Director of CX