Case Study: Permanent TSB achieves stronger customer and employee experiences with Medallia

How linking customer and employee experience programs drive better outcomes at Permanent TSB

Permanent TSB, an Irish retail bank, wanted to build greater trust with customers by improving engagement and relationships between colleagues and customers. To support this goal, the bank chose Medallia and its Employee Experience solution to better listen to employees and understand how colleague experiences affect customer experience.

With Medallia, Permanent TSB introduced an annual employee survey, quarterly micro-pulse check-ins, and open communication channels that made employees feel heard and acted on. By linking employee and customer feedback, the bank gained actionable insights tied to strategic priorities, leading to more than 1,000 positive changes, a 7-point increase in employee NPS, and a 65% difference in customer NPS between branches with more engaged employees.

Permanent TSB

Karen Hackett

Head of People Experience