The Canadian Automobile Association (CAA), a leading consumer services provider, maintained high NPS scores but relied on assumptions without deeper insights during COVID-19. Medallia software transformed this by delivering intelligent analytics that identified critical drivers, boosting Roadside NPS by 5 points, overall satisfaction by 87% through faster response times, and response rates by 46%. It enhanced service efficiencies with actionable feedback, enabling data-driven decisions that improved customer certainty and continuous business optimization during challenging times.

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