Case Study: Walmart México achieves higher NPS and reduced operational costs with Medallia's Text Analytics

Putting the customer at the center of ecommerce experiences at Walmart Mexico

Walmart México needed to better understand the “why” behind customer feedback across its e-commerce journey: prior solutions relied on imperfect translation engines and couldn’t accurately identify topics and sentiment in native Spanish. They partnered with Medallia and implemented the Medallia Experience Cloud, using Medallia’s Text Analytics to aggregate and analyze written Spanish-language comments.

Medallia’s real-time text analytics and alerts let Walmart México hear customers in their own words and take action at both store and corporate levels, expanding the customer experience program across every step of the journey. The deployment delivered measurable impact — lowered operational costs, decreased support time, increased NPS, clear ROI within a couple of years, and value exceeding 1 billion+ pesos — outcomes Walmart México attributes to Medallia’s solution.

Walmart México

Josue Berlanga

Director of Customer Care & Customer Experience