Case Study: XP Inc. achieves a +35-point NPS lift with Medallia

How XP is revolutionizing the market through a customer-centric strategy

XP Inc., a leading Brazilian financial services firm with over 2.8 million customers, faced fragmented customer feedback processes and limited reporting from its previous vendor, which made it hard for advisors to close the loop and understand the drivers behind Net Promoter Score (NPS). Seeking a best‑in‑class partner to capture feedback everywhere and turn it into action, XP Inc. selected Medallia, including Medallia’s Text Analytics capabilities, to deepen insight into customer sentiment and themes.

Medallia’s platform and Text Analytics, implemented with partner SMT, delivered real‑time topic and sentiment analysis, automated alerts and customized dashboards so teams and 5,000 advisors could act quickly on feedback. The Medallia solution helped raise NPS dramatically (reported +35 points), grew advisor adoption from 300 to 5,000 monthly users, showed promoters have 5.7x the lifetime value of detractors, and supported XP Inc. winning recognition for its customer measurement practices.

XP Inc.

Guilherme Kolberg

Head of Customer Experience