Case Study: Madison Square Garden boosts guest satisfaction and revenue with Medallia

The Madison Square Garden and Medallia optimize iconic live event experiences

Madison Square Garden faced a major CX blind spot: it could not effectively listen to or measure guest experience—especially for the Radio City Rockettes’ Christmas Spectacular, which draws more than 1 million visitors over seven weeks—and was relying on limited post-event surveys and indirect marketing signals. To close the gap, Madison Square Garden engaged Medallia to deploy a robust Experience Management (CX) program to capture real-time guest feedback across multiple channels.

Medallia implemented a rapid, test-and-learn CX solution that delivered same-day insights and a closed‑loop response process. As a result, MSG saw a +16-point lift in ingress scores after addressing wait-time issues, increases in food per guest and revenue for top items, a 16% rise in merchandise sentiment, and an overall rise in satisfaction with fewer negative comments; the team also responded to over 3,000 detractors within one business day and expanded operational improvements across other venues.

Madison Square Garden