Sephora Expands Medallia Customer Feedback Solution in North America


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Success in US Prompts Wider Adoption
Menlo Park, CA—May 27, 2009 — Sephora, the leading specialty beauty retailer in the US, is expanding its existing US customer satisfaction feedback program to Canada and Puerto Rico using industry-leading Enterprise Feedback Management (EFM) solutions from Medallia, Inc. Sephora Canada is already live with Medallia’s system. Puerto Rico’s program is scheduled to come online in the summer of 2009.

Sephora chose to replace its existing programs in Canada and Puerto Rico with the Medallia solution because of Medallia’s record of success (including easy adoption) at Sephora USA, its proven experience and capabilities in the international marketplace, and its ability to support local languages such as French and Spanish.

“Medallia has become a part of the culture at Sephora USA,” said Kahla Broussard, Vice President of Retail for Sephora. “Every member of our staff uses the Medallia system, which is integral to our continued success.” She added, “We look forward to Medallia helping us in markets outside the United States. Its achievements in the international marketplace are remarkable.”

Nelson Pascua, Medallia’s VP of Client Services, underscored the firm’s strong relationship with Sephora. “Medallia is proud of its work with Sephora, a customer experience pioneer,” he said. “We are extremely honored to be expanding the relationship into other markets. Leading companies, such as Sephora, continue to evaluate international EFM solutions from multiple vendors and choose Medallia.”

Launched in the U.S. in 1998, Sephora North America today operates more than 230 stores in the U.S. and Canada, and the world’s top beauty website, Sephora is well known for its unique retail concept, which is rooted in its distinctive store design, the beauty expertise of its sales consultants and, most importantly, its unparalleled combination of over 200 classic and emerging brands across a broad range of product categories including skincare, color, fragrance, bath & body, smilecare, and haircare, as well as Sephora’s own private label. In addition to its North American business and its initiative with JCPenney, which includes more than 100 Sephora inside JCPenney locations, Sephora today has more than 500 stores within 14 countries in Europe and 30 locations in China. Sephora was founded in France in 1969 and acquired in 1997 by Paris-based LVMH Moët Hennessy Louis Vuitton, the world’s leading luxury products group.

About Medallia
Medallia (, founded in 2001, provides Customer Experience Management and Enterprise Feedback Management solutions to Global 2000 companies. More than 50,000 businesses and business units around the world use the Medallia system to track customer satisfaction. Medallia’s solutions enable companies to gather, monitor, and act on feedback from customers, partners, and employees. Customers include global financial services, retail, high-tech, business-to-business, and hotel companies. The company is headquartered in Menlo Park in Silicon Valley

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  1. Today, my friend and I went to Sephora for the very first time. Both in our 60’s we “thought we knew alot about make-up and skin care” but we were proven very wrong. Beautiful displays greeted us and several very friendly helpful girls were there to answer our questions.
    The highlight of our time was spent with Alice, the skin care specialist at the Modesto store. She was extremely knoledgeable and explained basics and products in a very comprehensive way. Her excitment of the products was catching.
    Our visit at Sephora was most uplifting and fun and we will be sure to frequent the experience.

  2. I have shopped at other Sephora stores in the US, but never asked anyone for assistance. New Year’s resolution….take better care of myself, which for me meant taking care of my skin. I remembered all those gals at Sephora. I went through 2 different brands before I found the one my skin didnt react to. This whole time the only thing these gals at Sephora wanted was for me to find the ‘right’ skin care line. Finally, a product line that gave me wonderful results almost overnight(the two new ‘Miracle Worker’ products was my into to Philosophy) I was so lucky to have Karm in the Coquitlam store looking after me. She spent a very long time helping me find the right products. Turns out most of this time she spent helping me was after her shift had ended. Her dedication to my care was beyond any shopping experienced I have ever had. I’m a Sephora customer forever.

  3. In August I was shopping at Sephora In Vancouver at Pacific Centre. The service I received from Colin was truly outstanding. He recommended products that were on sale when he noticed the line I was buying and he went out of his way to make sure I was happy with my other items. I have been a long time Sephora customer since I lived in the States for a few years and here. I can tell you he stood out with his customer service. I haven’t seen that in a long time. Hi five to him and I will be going back again due to him. Thanks for making my shopping an amazing experience.


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