Case Study: Leading Automotive Company achieves 6% sales and 4% service revenue lift with Medallia

How a leading automotive brand built a customercentric culture through employee engagement

Leading Automotive Company, a global automotive brand, needed to build a customer-centric culture across thousands of independently owned dealerships as customer expectations shifted. To engage dealership employees—the primary customer touchpoint—it partnered with Medallia and used Medallia’s employee feedback and engagement platform to assess and strengthen customer-focused behaviors.

Medallia redesigned the assessment, provided multi-language, real-time dashboards, and delivered individualized action plans, training and professional-services support so leaders could act on results. Medallia’s strategy and analytics work linked participation to measurable business impact: participating dealerships saw ~6% higher sales revenue and ~4% higher service revenue, with the platform also surfacing the top three drivers of employee engagement for each location.