Case Study: Liberty Global achieves 15% higher response rates and deeper segmented omnichannel customer insights with Medallia Text Analytics

Listening to each customer segment's wants and needs

Liberty Global, which serves more than 21 million customers across TV, mobile, Wi‑Fi and other connectivity services, needed a way to understand segment-specific and omnichannel customer feedback without constantly redesigning surveys. To address this, Liberty Global adopted Medallia Text Analytics to parse open-text comments by product and channel and reveal the themes driving each segment’s experience.

Medallia’s Text Analytics automatically categorizes and surfaces the most relevant issues (for example, reliability for Wi‑Fi and pricing for mobile), enabling Liberty Global to prioritize fixes, tailor messaging, and guide capital investment. The program boosted response rates by 15% and increased open-text comments by 20%, giving Liberty Global measurable, trackable insights to drive more customer-centric decisions.

Liberty Global

Rod Coleman

European Director of Customer Experience