Case Study: The LEGO Group drives continuous improvement with Medallia

The LEGO Group drives continuous improvement using feedback

The LEGO Group used Medallia to strengthen its consumer insights and drive continuous improvement by measuring customer experience more closely and responding faster to feedback. As a premium brand operating across brick-and-mortar and online stores, LEGO needed a better way to track what customers were saying in real time and act on issues quickly.

Using the Medallia platform and text analytics, The LEGO Group enabled thousands of employees to monitor feedback, contact consumers, and make ongoing improvements. Medallia helped the company improve customer satisfaction and NPS, reduce late deliveries by 40%, and drive 20% additional sales, while also supporting smarter long-term business planning.

The LEGO Group

Conny Kalcher

Vice President of Marketing and Consumer Experiences