Case Study: Aaron’s achieves dramatic call and on‑hold time reductions and boosts online NPS with Medallia

Personalized, Efficient Service At Scale

Aaron’s, a leading American lease-to-own retailer, faced a sudden shift to digital when stores temporarily closed and needed to accelerate its digital transformation without losing the personal touch of in-store service. Aaron’s turned to Medallia—already a longtime in-store partner—to capture customer feedback across its website, app and web chat and to improve efficiency and customer engagement online.

Medallia implemented digital solutions including Medallia Concierge web chat and Medallia Text Analytics to automate answers, escalate complex issues to live agents, and surface actionable insights with personalized alerts for teams. As a result, Aaron’s saw a 71.5% decrease in call time, a 92% reduction in on‑hold time, a 226% increase in total feedback and a 126% increase in online shopping NPS—demonstrating Medallia’s impact on omnichannel customer experience and operational efficiency.

Aaron’s

William Folsom

Omni-Retail Experience and Strategy Leader