Case Study: PetSmart achieves greater customer loyalty with Medallia

How PetSmart Elevates the Pet Parent Experience

PetSmart wanted to better understand what drives joy and loyalty for pet parents, moving beyond products and services to listen more closely across the full customer journey. To do that, PetSmart partnered with Medallia and used its customer feedback platform to unify insights from in-store, digital, and service touchpoints.

Medallia helped PetSmart build an omnichannel dashboard with real-time, SKU-level feedback across adoption, grooming, and loyalty programs. This enabled PetSmart to improve adoption kits, enhance grooming experiences through better training and scheduling, and refine loyalty offers, resulting in stronger customer satisfaction, improved retention, and a more seamless experience across touchpoints.

PetSmart