Case Study: PEXA achieves a 20-point NPS increase and improved member experience with Medallia

PEXA provides top notch member experiences through feedback

PEXA, a property settlements platform handling more than 3 million transactions and serving over 8,000 members, needed to deliver seamless, member-first settlement experiences across its network. To capture timely, actionable feedback and ensure staff could respond quickly to member pain points, PEXA partnered with Medallia and implemented Medallia’s feedback channels and mobile app.

Medallia’s solution — multiple feedback channels and the Medallia app that puts feedback directly in employees’ hands — enabled PEXA to identify issues at speed and act on them, driving a 20-point increase in NPS and embedding members at the heart of decisions and strategy. By using Medallia, PEXA has accelerated improvements to its member experience across the network.

PEXA

Lisa Dowie

Chief Customer Officer