Case Study: T‑Mobile achieves a 25‑point NPS improvement and real‑time customer insights with Medallia

How T-Mobile capitalizes on real-time feedback in the age of immediacy

T-Mobile set out to “Change wireless for good” by moving from cost-driven, IVR-heavy care to a customer-first model, but needed real-time voice-of-customer tools to support its new Team of Experts structure. To capture timely feedback and enable action across the organization, T‑Mobile implemented Medallia’s Experience Cloud and Medallia Conversations (including two‑way SMS) to surface customer issues instantly and make feedback broadly accessible.

Medallia supplied role-specific dashboards, text analytics, dynamic surveys and two‑way SMS so teams could detect and act on problems in the moment. The results: 41,000+ users with role-based dashboards, two‑way SMS response rates averaging 13% (with some ad hoc surveys near 50%), churn below 1% YoY, a 25‑point+ NPS improvement over four years, and $45B in total revenue (up 4% YoY) — demonstrating Medallia’s impact on faster resolution and sustained customer-centric growth.

T-Mobile

Denise Vidal

Sr. Director, Frontline & Customer Experience