Case Study: Western Union achieves 23% increase in customer satisfaction with Medallia

Making Customer Centricity a Necessity

Western Union, a global payments company serving consumers and businesses across websites, agent locations, ATMs and retail touchpoints, needed to make customer centricity a company-wide priority. The challenge was to capture feedback from every channel and tie each comment back to a specific interaction so the organization could take fast, informed action. To solve this, Western Union engaged Medallia and its multi-channel SaaS platform, including text analytics, to centralize customer feedback.

Medallia delivered a single, actionable dashboard that aggregates roughly 30,000 pieces of feedback per month and links insights across web, call center and retail channels. Using Medallia’s analytics, Western Union boosted Customer Care CSAT by 23% (4Q2014–4Q2015), pinpointed root causes to guide smarter investments and resource allocation, and demonstrated that higher-satisfaction customers transact more often — giving the company measurable ways to prioritize future experience improvements. Medallia continues to provide the tools for ongoing measurement and action.

Western Union

David Thompson

Chief Technology Officer