Case Study: Mercedes‑Benz achieves higher NPS and faster dealer responsiveness with Medallia

Driving Improvements into the Enterprise Through Customer Feedback

Mercedes‑Benz USA, LLC (MBUSA), a premium automotive brand with 363 U.S. dealerships and roughly 500,000 customer surveys a year, needed a more accessible, actionable Customer Experience Management program. Their prior CEM was primarily an issue-escalation tool with limited reporting and no real-time feedback, leaving dealers reactive rather than proactive—so Mercedes‑Benz selected Medallia to provide an enterprise Voice of the Customer solution.

Medallia implemented a real-time CEM/VoC platform with two listening programs (sales and service), customized dashboards, mobile reporting, and a multi-step closed‑loop workflow to alert dealers and enable immediate follow-up. The Medallia solution empowered ~5,000 users across corporate and dealerships, allowed MBUSA to rescue at‑risk customers more quickly, and is now relied on for strategic decisions; NPS for combined service and sales increased significantly.

Mercedes-Benz

Stephen Cannon

President & CEO