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Case Study

Leverages service-desk feedback signals to improve the employee experience

Leverages service-desk feedback signals to improve the employee experience

Leverages service-desk feedback signals to improve the employee experience

Medallia
Pages 3 Pages

Johnson & Johnson, a global life sciences leader generating 1.5M ServiceNow service desk tickets annually, transformed employee experience by putting it at the enterprise center. Medallia software built a proactive employee listening program, analyzing ticket feedback for actionable insights, closing 87%+ alerts within 72 hours, reducing incident volume by 10%, and boosting employee response rates by 18%. It surfaced pain points at scale, increased productivity, guided IT improvements, and enabled closed-loop action—leveraging service-desk signals to deliver superior experiences across the organization.

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