Case Study: Benefit Cosmetics achieves a 5.8-point lift in average store NPS in under 9 months with Medallia

Know your besties well, but know your frenemies even better

Benefit Cosmetics sought to better measure and understand the in‑store customer experience across 32 stand‑alone retail boutiques in North America to drive profitable product and service growth. They partnered with Medallia and launched the “Mirror, Mirror” program using Medallia Experience Cloud — including the Medallia Voices mobile app and the AskNow tool — to classify customers as Besties (promoters), Frenemies (detractors), or Wallflowers (passives) and surface actionable feedback.

Medallia delivered a unified, branded “Vanity” dashboard and mobile tools that store managers use in real time (logging in up to 10 times per day) to view comments, manage follow‑ups, and run tests with AskNow. The result: average store NPS, or “Glam Factor,” rose by 5.8 points in less than nine months across the 32 stores, with executives and managers alike leveraging Medallia Voices and AskNow to turn insights into measurable improvements.

Benefit Cosmetics

Katie Overdevest

Senior Manager of Business Analysis