Case Study: JOANN achieves real-time frontline customer insights and a 75% incident close rate with Medallia Experience Cloud

Real-time frontline customer insights at JOANN

JOANN, a retail chain with 870 stores, needed a way to capture and act on real-time customer feedback across stores, online and the call center to align and engage its nationwide workforce and evaluate new in-store concepts. To address this challenge, JOANN partnered with Medallia and deployed the Medallia Experience Cloud to centralize multi-channel feedback and give frontline associates timely insights.

Medallia’s platform processes roughly one customer comment per minute and lets teams drill down into store-level comments so they can take action quickly; early results show a 50% email open rate, >20% survey response rate, and an average 75% of actionable incidents closed within 72 hours. By using Medallia, JOANN has increased engagement with customer feedback and improved incident resolution speed, supporting continuous improvement of the customer experience.

JOANN

Steve Miller

Senior VP Marketing & Ecommerce