Case Study: U.S. Department of Agriculture (USDA) achieves 54% employee survey response and actionable telework insights with Medallia Experience Cloud

Listening to employees to shape the workplace of the future

The U.S. Department of Agriculture (USDA), a 160‑year‑old agency with nearly 100,000 employees across 29 agencies, faced the rapid pandemic-driven shift to remote work and needed to quickly understand employee sentiment. USDA’s Office of Customer Experience partnered with Booz Allen and deployed Medallia Experience Cloud from Medallia to run a department-wide Voice of the Employee telework survey.

Using Medallia’s platform, USDA captured more than 50,000 survey responses (a 54% response rate versus a 40% target) and 125,000 open-ended comments, producing segmented, actionable insights—86% of employees viewed telework as successful and 76% prefer a hybrid model. Medallia’s analysis helped inform a Future of Work taskforce, expand telework policy and guidance, and drive targeted training and collaboration initiatives based on the data.

U.S. Department of Agriculture

Simchah Suveyke-Bogin

Chief Customer Experience Officer