Case Study: Mercado Libre achieves better customer and employee experiences with Qualtrics

Mercado Libre - Customer Case Study

Mercado Libre partnered with Qualtrics to strengthen its experience management strategy across both customers and employees. The company needed a better way to move beyond transactional surveys and understand the end-to-end experience for its Mercado Pago fintech products, while also improving candidate and employee experiences.

Qualtrics implemented solutions including Qualtrics EmployeeXM integrated with SuccessFactors, helping Mercado Libre gather real-time feedback, identify drivers of attrition, and improve leadership effectiveness. With Qualtrics, Mercado Libre gained insights within 1–3 weeks of new product launches, improved the first 30 days of credit card customer onboarding, and took proactive steps to reduce turnover and boost engagement.

Mercado Libre

Marina Seitun

People Experience Sr. Manager