Case Study: IBM achieves 95% detractor prediction accuracy and protects renewals with Medallia

Predicting and saving detractors before they detract, at enterprise scale

IBM, a global technology company, wanted to move beyond reactive service recovery and predict customers at risk of becoming detractors before they downgrade. To do this it built the Net Promoter Score Early Warning System (N.E.W.S.), aggregating NPS, support tickets, problem records and operational metrics. IBM leveraged Medallia to track and analyze customer feedback and NPS across its portfolio to surface at-risk accounts at ticket submission.

Using Medallia’s feedback and NPS analytics, IBM tracked NPS for more than 300 product offerings, captured over 365,000 pieces of feedback in the first year, and achieved 95% detractor-prediction accuracy. The solution gave predictive insight into 83% of non-responding customers, reduced time-to-resolution, and produced tangible business impact — including a $1.3M support renewal secured and approximately $1M saved/expanded contracts — while empowering ~30,000 IBMers to act on customer feedback.

IBM