Case Study: MassMutual achieves 15X feedback volume and a 20-point NPS increase with Medallia

MassMutual - Customer Case Study

MassMutual needed to deepen customer engagement, collect regular feedback, and act quickly on thousands of daily interactions to improve satisfaction and retention. With the help of Medallia, MassMutual built the mutualvoice platform to maintain continuous dialogue with customers and surface meaningful signals from their feedback.

Medallia’s solution drove a 15X increase in feedback volume and helped MassMutual achieve a 20‑point overall NPS lift; analysis tools such as word clouds exposed specific drivers (e.g., detractor words like "information," "told," and "times" versus promoter words like "service" and "helpful") and even showed that mentioning "times" correlated with a 1.2‑point lower likelihood to recommend. By partnering with Medallia, MassMutual turned those insights into targeted service and communication improvements that measurably boosted customer experience and loyalty.

MassMutual

Una Morabito

Head of Client Management, Workplace Solutions