Benefit Cosmetics has implemented a customer experience program created by Medallia, and it measures the sentiment of its most highly valued consumers.

The brand uses Medallia’s software to measure and improve Glam Factor, also known as Net Promoter Score. LRWCX, Lieberman Research Worldwide’s Customer Experience Division, has also partnered with the team to develop a holistic view of the customer experience. The Medallia platform shows the data within a unified, branded dashboard that can be used by managers with minimal training. For Benefit, it was important that the data be accessible, visually appealing, and easy to use.

By understanding customer comments alongside the survey scores, Benefit’s store managers are able to view and understand customer insights in real-time. Managers at each of the brand’s 32 stores are daily users of the Medallia mobile app, logging in to view customer feedback and manage any follow-up communications with customers.

Katie Overdevest, Senior Manager of Business Analysis, Benefit Cosmetics, says, “Medallia has been a fantastic partner for implementation of our voice-of-customer program. By listening to post-purchase feedback from our customers, we’ve uncovered insights and empowered store managers to make tangible improvements and connect directly with their loyal clients. Over time their goal is turn all ‘Frenemies’ into ‘Besties’, all while retaining loyal, happy customers. The results are clear – in just 9 months the average individual door ‘Glam Factor,’ or NPS score, has increased 5.8 points.”

Borge Hald, Co-Founder and CEO, Medallia, adds, “Benefit Cosmetics continues to empower its managers to engage with customers and take quick action on customer feedback in real-time. We are honored to help facilitate their overall customer retention and loyalty strategy.”