Case Study: LUX MED achieves 30-point NPS increase and 7% revenue-per-customer growth with Medallia

Embracing customer feedback spurs innovation

LUX MED, Poland’s largest medical provider with 250 clinics and 10 hospitals, faced the urgent challenge of continuing safe, high‑quality care during the COVID‑19 pandemic while rapidly adapting digital services and listening to patient feedback. To meet this need, LUX MED partnered with Medallia — using Medallia Conversations’ two‑way SMS and Medallia Text Analytics (part of the Medallia Experience Cloud) — to collect real‑time patient insights and triage patients safely.

Medallia’s tools were embedded into workflows to automate feedback collection, categorize issues, and trigger operational changes (for example, separate COVID hours, improved waiting‑room experiences, and sharing best practices among physicians). As a result, LUX MED’s NPS rose from 36 to 66 (+30 points), clinic manager engagement with the system climbed to 80%, and annual revenue per customer growth increased by 7%; over 1,000 clinic staff have access to Medallia, with strong ongoing adoption.

LUX MED

Michael Dubno

CX Executive