Case Study: SurfStitch (action-sports online retailer) increases customer feedback 70% with Medallia Digital

SurfStitch Leverages Medallia Digital to Improve E-Commerce and Drive New Opportunities

SurfStitch, a leading online global action sports and youth-culture retailer, needed to improve its e-commerce user experience and capture more visitor feedback and contact details so sales, marketing and support teams could follow up. To tackle these challenges, SurfStitch partnered with Medallia, deploying Medallia Digital’s Voice of Customer solution to encourage customer input and route feedback appropriately.

Medallia implemented real-time feedback tagging and routing so comments were segmented by topic (pricing, delivery, product, navigation, returning customers) and sent to the right stakeholders for fast resolution. As a result, Medallia helped SurfStitch increase customer feedback by 70%, capture contact information from over 30% of feedback providers, and achieve a churn rate 75% lower than the competition, while enabling the company to close the loop with users.

SurfStitch

Lex Pedersen

Managing Partner