Case Study: 3M achieves a 3-point satisfaction increase and 60% faster page loads with Medallia

Using feedback to enable agile improvement and customer-led development

3M, a global manufacturer with more than $35 billion in annual sales and a large B2B distribution website, faced distributor frustration after consolidating 1,000 legacy ERP systems into a single platform—early feedback highlighted slow page loads (around 8 seconds) and usability gaps that drove extra support calls and risked revenue. To capture and act on distributor insights, 3M worked with Medallia, using the Medallia Experience Cloud and listening posts to collect closed‑loop feedback and link satisfaction to operational and financial metrics.

Medallia helped 3M turn feedback into an agile improvement program—setting up closed‑loop follow‑ups, an “idea hopper,” and weekly prioritization meetings so engineering and operations could act quickly. The work included a major platform re‑architecture and several customer‑led UX changes (for example, clearer discounted pricing), producing a 60% reduction in page load times and an almost 3‑point increase in average satisfaction, along with numerous usability improvements that reduced calls and supported potential revenue gains.

3M

Hugh Murphy

Senior Director, Enterprise Customer Experience