Case Study: Asda achieves smoother online grocery journeys and faster issue resolution with Medallia DXA

Driving Internal Adoption of Medallia DXA Key to Website Success

Asda, which supports over 700,000 online grocery customers per week, needed deeper behavioural insights to improve speed, convenience and the mobile ordering experience—especially during peak periods. To get end-to-end visibility and secure stakeholder buy-in, Asda selected Medallia and deployed Medallia Digital Experience Analytics (DXA).

Using Medallia DXA session replays and analytics, Asda uncovered and fixed issues such as bird’s‑nesting and looping on the booking-slot calendar, unresponsive multi-clicks on the Christmas category page, and confusion over booking instructions, enabling real-time adjustments during the busy Christmas build-up. Medallia’s platform, paired with regular cross-team meetings, training and broad sharing of results, drove high internal adoption, faster reaction times and reduced customer frustration while helping Asda better serve its 700,000 weekly online grocery customers.

Asda

Jennie Rainford

eCommerce Development & Optimization Analyst