Case Study: Schneider Electric achieves a 34-point Net Satisfaction lift and delightful digital experiences with Medallia

How Schneider Electric is delighting customers through an outstanding digital experience

Schneider Electric, a global technology, services and manufacturing company, needed to simplify a complex digital experience across 80+ country websites for diverse visitors (electricians, panel builders, specifiers, OEMs, distributors and more). The company sought to improve search and product selection on se.com, reduce the number of clicks to find matching offers, and capture customer feedback signals — so Schneider Electric selected Medallia (Medallia Experience Cloud / Medallia Digital) to listen to and diagnose digital experience issues.

Medallia implemented digital feedback and analytics across Schneider Electric’s country sites, helped build an internal community of users to act on alerts, and used predictive analytics to prioritize improvements. As a result, Schneider improved product search and reduced clicks, achieved a 34-point increase in Net Satisfaction Score, saw a 33% rise in employee engagement using Medallia, and connected users to the Customer Voice weekly — accelerating customer-centered improvements across the organization.

Schneider Electric

Sophie Grugier

SVP, Customer Satisfaction & Quality