Case Study: Petco achieves growth and improved guest experience with Medallia

Petco drives growth and improves the guest experience by taking action on feedback

Petco, a health-and-wellness company with $4.1B in revenue, 1,500+ locations and 27,000+ employees, needed a way to ensure guests knew they were being heard and to turn feedback into action. To meet that challenge they launched the “Petco Listens” customer experience program on the Medallia platform so they could capture real-time guest feedback and prioritize improvements that matter to customers.

Using the Medallia platform, Petco gained visibility into what guests were saying and took specific actions—improving online booking and resolving in‑stock issues—to improve the guest experience. Medallia’s insights helped Petco embed feedback-driven decisions into its culture, drive greater guest satisfaction and repeat visits, and support growth across its $4.1B business.

Petco

Jenny Wolski

SVP, Omni-Channel Experience