Nationwide recognised for customer insight excellence with Medallia and Kantar partnership.

Medallia technology and Kantar strategy brings a deeper understanding of what matters most to Nationwide members.

14^th May, 2025 – Medallia, the global leader in customer and employee experience, and Kantar, today announced that their partnership with financial institution Nationwide, the world’s largest building society, has been recognised with the Best Use of Customer Insight award at the Institute of Customer Service Awards 2025. The recognition reflects Nationwide’s deep-rooted commitment to understanding and acting on feedback from its 16 million members across the United Kingdom.

Working with Kantar, Nationwide has created a holistic insight ecosystem that provides a top-down view of customer experience across every level. Medallia’s technology powers this experience by capturing rich, real-time signals across digital and in-person touchpoints, enabling the building society to continuously improve the member experience.

“Our members are at the heart of everything we do,” said Stephen Mitchell, Head of Customer Performance Insight & Reporting at Nationwide. “This recognition is a reflection of the effort we’ve made to listen more acutely, understand more deeply, and take meaningful action to deliver ‘Simply Brilliant Service.’” 

Nationwide’s approach is designed to the Best Practice of a CX pyramid, starting with strategic benchmarking to understand its CX position versus competitors, followed by journey-level measurement development to identify opportunities for transformation. The final step involved embedding Medallia Digital to track app and web experiences – supporting the relaunch of the mobile app, particularly for younger members who had made clear they were seeking a more tailored digital experience.

“Medallia is honoured to support Nationwide and Kantar in this shared journey,” said Ben Brewer, Chief Revenue Officer at Medallia. “We’re proud that Medallia’s technology is enabling their teams to capture real-time feedback across multiple channels, uncover deep insights, and respond swiftly to member needs – from strategic transformation to digital innovation. It’s a privilege to be part of a partnership that delivers meaningful, values-led experiences at scale.”

Supporting this work is Kantar, whose close strategic collaboration with Nationwide helped build a comprehensive roadmap for insight maturity. From high-level benchmarking to granular journey-level research, Kantar has worked closely with the building society to ensure that listening is structured, strategic, and always aligned to the ambition of delivering a ‘Good Way to Bank.’

“Nationwide Building Society is an innovative and enduring icon of British High Street, with leading customer service across all channels,” said Ewa Davenport, Senior Client Success Director at Kantar. “We are proud to be working in close partnership with Medallia to help Nationwide fulfil its mission of putting members first.”

The initiative has already delivered measurable results, with member satisfaction scores rising in digital channels. A recent Forrester report also placed Nationwide at the top of the UK’s European Banking CX Index for customer experience, further validating the strength of its insight-led strategy.