Telco & MediaSourced

Case Study: Cox Communications lifts NPS 11 points and closes alerts 47% faster with Medallia

Cox Communications Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Cox Communications

Industry

Telco & Media

Challenge

Closing the loop on customer feedback

Headline result

11-point NPS improvement

Key results

11 points

NPS improvement across regions

2.5X

Higher churn rate for detractors vs. promoters and passives

47%

Faster alert closure vs. previous method

<18 months

Time to value

The challenge

Cox Communications wanted to raise customer happiness and loyalty across its regions and to follow up with customers more quickly. The company needed a faster, more consistent process for acting on feedback from detractors.

The solution

Cox built a closed-loop feedback program on Medallia using NPS measurement, text analytics, and role-specific dashboards, and stood up a dedicated closed-loop follow-up team.

The results, in context

Cox achieved an 11-point NPS improvement and reached time to value in under 18 months. The new closed-loop team closes alerts 47% faster than the previous method and closes 100% of alerts, while detractors churned at 2.5X the rate of promoters and passives.

Products used

Medallia Medallia Experience CloudMedallia Medallia Text Analytics