Case Study: Leading EdTech company secures renewals and raises NPS to 60 with Medallia Video and Research Services

Securing renewals by obtaining sincere, actionable feedback

EdTech Company, a leading educational-technology provider serving more than 20 million students across 2,700 campuses, needed clearer, candid feedback to secure renewals for its Managed Services business (which supports 160+ institutions) and reach its goal of 100% retention. After prior vendors failed to surface actionable insights, the organization engaged Medallia, using Medallia Video and the Medallia Research Services team to capture in-depth executive feedback.

Medallia’s team conducted 125 senior-executive interviews and produced video “showreels” and quarterly reports that revealed both strengths and specific improvement opportunities; these insights were shared company-wide and used to fix processes and strengthen relationships. As a result of Medallia’s program the Managed Services group saw measurable impact—an executive NPS of 60 (and rising), improved retention momentum, and stronger executive buy-in across the organization.