Case Study: PŸUR achieves massive NPS lift and over 50% churn reduction with Medallia Experience Cloud

How customer centricity helps boost revenue and loyalty at PŸUR

PŸUR, the third-largest cable operator in Germany with over 3 million homes connected, faced rising customer expectations, easy product comparability and the need to increase NPS, reduce churn and better differentiate its services. To drive a company-wide CX transformation and gain deeper insight from open feedback, PŸUR selected Medallia and deployed the Medallia Experience Cloud, leveraging its sophisticated text analytics to digitize and optimize customer touchpoints and anchor customer centricity across the organization.

Medallia enabled PŸUR to turn voice-of-customer insights into concrete changes—digital technical incident management, proactive incident communications, a new welcome process, online setup support, expanded self‑service features, cross‑functional journey teams and a customer storytelling microsite—linking feedback to process and product improvements. With Medallia, PŸUR achieved dramatic results: tNPS up ~88pp (jNPS +78pp, rNPS +62pp), churn cut by more than 50%, and clear commercial impact (promoters show ~10% lower costs, ~5% higher revenue and ~35% higher likelihood to recommend).

PŸUR

Carsten Hilbers

Director of Customer Experience, Customer Journey Management & Digital Self-Service