Case Study: Zurich Insurance builds local-level loyalty, cutting churn 5X among promoters with Medallia

Key results

The challenge

Zurich Insurance set out to build customer loyalty at the local level across its general insurance business and to connect frontline teams to customer feedback. The company wanted to link customer sentiment to concrete business outcomes such as spending and retention.

The solution

Zurich implemented Medallia with text analytics, multi-channel feedback collection, role-based reporting, and alerting so signals could be captured and routed to the right teams.

The results, in context

Promoters spent 27% more than detractors and were 5X less likely to churn within 12 months. In Turkey, improvements to the auto-renewal process contributed to a 20-point NPS increase.

Products used