Case Study: Leading Insurance Company achieves up to 35-point agent NPS lift with Medallia

Leading Insurance Company Engages its Agents

Leading Insurance Company, one of the world’s largest life insurance and annuity providers, faced fragmented, slow agent feedback from a market research vendor that sampled only a portion of its 25,000+ independent agents and delivered insights months after collection. Needing a real-time, unified view to close the feedback loop, the company turned to Medallia to better understand and retain agents who sell its products.

Medallia deployed its Experience Management cloud platform, mapped the full agent journey, launched surveys across underwriting, call center and onboarding touchpoints, and routed real-time alerts to the right teams—also assigning agents to specific support teams to reduce transfers and call-backs. As a result, agent Net Promoter Score rose 17 points in 18 months (and 35 points for annuity sellers), half or more of transactional responses were 9–10, and the company significantly strengthened agent loyalty and product preference.