Case Study: Johnson & Johnson achieves 87%+ alerts closed within 72 hours and a 10% reduction in incident volume with Medallia

Johnson & Johnson leverages service-desk feedback signals to improve the employee experience

Johnson & Johnson faced a challenge scaling employee experience improvements across a global IT service operation—over 1,000 agents, 81 countries and roughly 1.5M ServiceNow service-desk tickets annually—because they lacked a way to close the loop at scale or extract actionable insights from ticket feedback. To build a proactive employee listening and service-recovery program, Johnson & Johnson turned to Medallia for an “all‑in‑one service recovery platform.”

Medallia integrated structured and unstructured feedback from ServiceNow, surveys, calls, chats and chatbots, automatically sending surveys at case close and surfacing coaching and remediation actions for owners. As a result, Medallia helped J&J close 87.2% of alerts within 72 hours, reduce incident volume by 10%, raise employee response rates by 18%, achieve a 68% first‑time resolution rate, cut reopen tickets to 3% and save employees up to 20 minutes per day.

Johnson & Johnson

Anthony Pacitti

IT Manager, End User Experience