Case Study: Deliveroo achieves reduced churn and greater customer loyalty with Medallia

How Deliveroo transformed feedback into loyalty and revenue

Deliveroo, the online food delivery company, needed to consolidate multiple customer experience initiatives into a single programme to build loyalty among consumers, restaurant partners and riders in a highly competitive market. To address this, Deliveroo partnered with Medallia and piloted a centralized voice-of-the-customer programme called Roo Voices using the Medallia platform and Medallia Text Analytics.

Medallia worked as an extension of Deliveroo’s team to roll out real-time feedback after each order, tag verbatim responses with text analytics, and deploy alerts and close‑the‑loop workflows so the Care team could prioritise callbacks. The Medallia solution helped Deliveroo convert detractors into repeat customers, reduce churn, enable rapid operational changes (including contactless delivery for safety), and provided the foundation to expand the programme to restaurant partners and integrate Medallia with Salesforce.

Deliveroo

John White

Head Of Customer Experience