Case Study: ADP achieves transformational client experience and higher NPS with Medallia Experience Cloud

How ADP drives transformational change through client experience

ADP, a global cloud-based human capital management provider serving more than 1 million clients, needed a single, enterprise-wide platform to move from periodic surveys to a real-time, consistent view of client feedback. To unify listening posts across nine business units and 20 languages, ADP’s Strategic Analytics team selected Medallia and its Medallia Experience Cloud to provide reliable, actionable experience metrics and deep analytics.

Medallia delivered real‑time NPS calculations, text analytics, CRM integrations and automated alerts so teams can drill into feedback, coach associates and act quickly on issues. The Medallia deployment has been linked to rising NPS over recent years, a clear correlation between employee usage and client satisfaction, and numerous strategic initiatives that improved client retention and generated process‑improvement savings.

ADP

Michael Hudock

VP Head of Analytics