Case Study: Equinix achieves a 7-point employee NPS lift and faster closed-loop IT support with Medallia

Employing powerful feedback loops for faster adaptation to changing employee expectations

Equinix, the world’s digital infrastructure company, needed better ways to understand and serve its 9,000+ employees during a company-wide digital transformation. Facing sparse, low-detail feedback, confusion around apps and support processes, and a desire to upskill IT service reps, Equinix turned to Medallia, deploying Medallia solutions (in conjunction with ServiceNow) to capture real-time, actionable employee input.

Medallia implemented transactional and Always On surveys, in-app feedback and automated alerting integrated with ServiceNow so issues could be triaged, routed and closed by the right agent. The Medallia solution drove measurable impact: a 7-point increase in employee NPS, transactional response rates rose ~80% (from 15% to 27%), 200+ email conversations closed the loop, and faster, more professional IT support across the organization.

Equinix

Milind Wagle

Chief Information Officer