Case Study: Bank of Georgia achieves an 18% NPS increase and higher customer satisfaction with Medallia

Increasing customer satisfaction for millions of banking customers

Bank of Georgia, a leading financial services provider with about 1.5 million retail and 64K business customers, faced fragmented, ad hoc customer feedback and a 17% NPS gap versus competitors. To capture the voice of customers across mobile, internet, contact center and branches and to quickly track and escalate issues, the bank established a CX team and partnered with Medallia, deploying Medallia Digital and Medallia’s Contact Center Suite.

Using Medallia, Bank of Georgia centralized feedback, closed the loop in real time and prioritized fixes—initiating 1,597 improvements and implementing roughly 500 initiatives. The platform engaged 45% of staff and drove an 18% increase in NPS, a 30% lift in Business Internet satisfaction, a 26% rise in Contact Center satisfaction, and 96.5% of transactions (10 million/month) moving to digital channels; Medallia’s solution helped boost employee engagement, accelerate resolutions and secure recognition as Best Digital Bank 2021.

Bank of Georgia

Archil Gachechiladze

Chief Executive Officer