Case Study: Comcast achieves major NPS gains, millions fewer support calls and rapid ROI with Medallia

Turning millions of incoming customer calls into a good thing

Comcast, a large cable and broadband provider with about 91,000 cable employees and millions of customers, faced a long-standing customer service problem and needed to focus its workforce on improving customer experience (CX). To embed a true Net Promoter System® across the organization, Comcast selected Medallia and its Medallia Experience Cloud to capture real‑time customer and employee feedback, surface insights, and drive behavioral change.

Medallia’s platform was rolled out through pilots, role‑based dashboards, regular team huddles, pulse surveys and an “Elevations” case process so frontline teams could act on feedback. As a result of Medallia’s implementation, Comcast saw meaningful gains in customer NPS, an average 20‑point increase in employee NPS at initial sites, a reduction of several million incoming customer calls, and a payback on the Medallia investment within one month.

Comcast

Graham Tutton

Vice President of Customer Insights