Case Study: Renewal by Andersen achieves richer customer and employee experiences with Medallia Video

Using Video to Improve the Customer and Employee Experience

Renewal by Andersen, the full‑service replacement window division of Andersen Window Corporation, needed richer customer and employee insights to deliver on its promise of "The Best Home Improvement Experience You'll Ever Have." The company was already using Medallia to capture experience data across hundreds of locations—collecting about 200,000 survey responses per year—but wanted tools to surface more direct, actionable feedback from customers and frontline employees.

Medallia deployed its video feedback capability (Medallia Video) so customers could record and submit mobile videos about service and product quality. Medallia’s solution gave Renewal by Andersen clearer customer sentiment, executive showreels, and a steady stream of social and website content (updated weekly), while also enabling employee recognition tied to specific jobs and providing testimonials for recruiting. Medallia’s video platform thus turned qualitative feedback into measurable marketing, operational, and HR benefits.

Renewal by Andersen

Adam May

Senior Communications Manager