Case Study: Del Taco achieves fast, actionable customer video insights with Medallia LivingLens

Fast, rich video insights power amazing mobile experiences

Del Taco, a U.S. restaurant chain, needed rapid, cost-effective customer feedback to evaluate a high-profile refresh of its restaurants and menu. With limited internal resources, Del Taco partnered with Medallia, using the Medallia LivingLens platform to design an engaging “mobile mission” interactive video survey that could be taken on customers’ phones and embedded into their existing survey workflow.

Medallia LivingLens integrated a video question into Del Taco’s survey, captured 150 consumer research videos in eight weeks (over 10 hours of footage), and produced a 28-minute showreel to share internally. The video analysis revealed measurable impacts—improved perceptions of quality and freshness, increased intent to visit (50% said they would visit more) and 38% preferring Del Taco over competitors after the mission—while also boosting internal engagement with the insights.

Del Taco

Tom Johnson

Director of Consumer Insights