Case Study: Rent‑A‑Center achieves 54% NPS lift and 19% per‑store customer growth with Medallia

Increases sales performance by focusing on customer experience

Rent-A-Center, a retail rent-to-own leader with over 2,400 stores and 17,000 employees, needed a modern way to collect feedback across the entire customer journey to improve experience and retention. To address this, Rent-A-Center partnered with Medallia and deployed the Medallia Experience Cloud to capture omnichannel feedback and surface the insights needed to prioritize improvements.

Medallia implemented a branded “Voice of the Customer” program using Medallia Experience Cloud, Medallia Digital, Text Analytics and the MyMedallia mobile app to deliver real-time, actionable feedback. As a result, Rent-A-Center’s NPS rose 54%, average customer growth per store increased 19%, and top NPS stores outperformed low performers with 28% year-over-year sales growth, allowing Medallia to help tie customer experience directly to financial performance.

Rent-A-Center

Mark DeLembo

Director of Customer Experience