Medallia Applauds The LEGO Group for Winning Customer Experience Excellence Award


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The LEGO Group honored for driving continuous improvement using quality
customer experience measurement metrics

PALO ALTO, California, June 25, 2013 – Medallia® (, the
global leader in SaaS Customer Experience Management (CEM) solutions,
congratulates its customer The LEGO Group for winning a Forrester Research
Outside In Award in the Measurement category. The award, given for the set
of practices required to measure customer experience quality metrics on an
ongoing basis, and the use of that data to drive continuous improvement, was
announced today at the Forrester Customer Experience Forum in New York City.

“We’re thrilled that The LEGO Group has been recognized for its consumer
experience program by Forrester Research, an authority on business
excellence,” said Borge Hald, CEO of Medallia. “The LEGO Group’s commitment
to continually improving the customer experience is evident in the loyalty
of their customers. We are thrilled to be a part of this iconic brand’s
customer insights program.”

The LEGO Group uses the Medallia platform to closely measure customer
experience and react quickly with intelligent action. Thousands of employees
of The LEGO Group across multiple business areas use Medallia’s intuitive
and easy-to-use solution to keep abreast of customer feedback in real-time
and engage with customers. The Medallia-powered customer insights program
has resulted in greater customer satisfaction, improved Net Promoter Scores®
(NPS®) and increased revenues across brick-and-mortar and online LEGO

“We use Medallia’s measurement tools to get a close read on what is driving
our consumers, so that we can focus on doing better where it matters most,”
said Margaret Conley, director of consumer insights for The LEGO Group.
“With everyone focused on the right goals and using the right tools, we are
able to quickly spot issues in real time, identify and contact consumers who
want further dialog with us, take immediate actions, and make ongoing
improvements. In addition, with Medallia’s text analytics solution, we
continue to learn, gaining insight that impacts our long-term business
plans. Over time, listening to what the consumer wants has increased our
consumer satisfaction and business metrics.”

The Outside In Award for Measurement recognizes an organization that excels
at measuring customer experience quality enterprise-wide on an ongoing basis
and using the data to drive continuous improvement. Winners of the inaugural
Outside In Awards were chosen based on five criteria: clarity of approach,
business value to the organization, positive impact on customer experience,
innovation, and potential for other companies to replicate the practice.

“The Outside In Awards recognize organizations that don’t just talk about
customer experience, but take a disciplined approach to improving it,” said
Harley Manning, co-author of Outside In and vice president and research
director in the customer experience practice at Forrester. “Their efforts
stand out from among those of their peers by being systematic, and by
demonstrating results for both their business and their customers.
Our research shows that when organizations do take a disciplined approach,
as our winners have, they can expect business benefits ranging from more
revenue from increasingly loyal customers, to more and better word of mouth
from happier customers.”

About Medallia
Medallia is the customer experience management company. Founded in 2001, the
company is trusted by the world’s leading brands including Best Western,
Four Seasons, Gold’s Gym, Sephora, Sony, and Verizon to improve customer
experiences. Medallia provides a SaaS-based software platform that captures
feedback across Web, social, mobile, and contact center channels, analyzes
it in real-time, and enables companies to take action to drive relentless
improvement of business performance. Learn more at and
follow the company at, on Twitter @Medallia, and on

©2013 Medallia, Inc. Medallia is a registered trademark of Medallia, Inc.
Net Promoter, NPS, and Net Promoter Score are registered trademarks of
Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld. Other brand
names may be trademarks of their respective owner(s). Information is subject
to change without notice. All rights reserved.

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