Case Study: 7‑Eleven achieves 93% increase in case efficiency and 600% engagement lift with Medallia

Improves case efficiency by prioritizing customer feedback

7-Eleven, the global convenience‑store leader, faced a CX challenge: its Case Management and Customer Feedback functions were siloed, making it difficult to distinguish customers who needed help from those simply giving feedback across more than 9,000 U.S. stores. To modernize feedback-to-action and support a shift to digital channels (like the 7Rewards app), 7-Eleven partnered with Medallia, deploying the Medallia Experience Cloud in conjunction with ServiceNow Customer Service Management.

Medallia’s integration with ServiceNow uses alerts and Medallia Text Analytics to create prioritized cases in real time, let customers self‑select “need help” vs “give feedback,” and route issues to the right teams for rapid triage and resolution. With Medallia, 7-Eleven achieved a 600%+ increase in internal engagement, a 93% rise in case efficiency, faster store‑level responses via the mobile app, and markedly improved prioritization and resolution rates.

7-Eleven

Michelle Brigman

CX Director