Choctaw Nation adopts Medallia platform to improve community services
Partnership focuses on using real-time data to enhance healthcare, hospitality and cultural programs.
Key Points
- Collaboration uses Medallia Experience Cloud to gather and act on feedback
- Covers 200 initiatives and 50 programs for over 230,000 tribal members
- Data insights led to higher satisfaction and culturally aligned service practices
Choctaw Nation has implemented a new omnichannel experience strategy with Medallia to improve the quality and responsiveness of services provided to its members.
The initiative applies Medallia’s data platform across more than 200 programs, including health clinics, wellness centres and hospitality venues, serving over 230,000 tribal members and 13,000 associates.
The collaboration aims to create a system that integrates feedback from multiple touchpoints, allowing to make quicker and more evidence-based decisions.
According to Demetrice Allen, Senior Director of Operational Excellence at Choctaw, embedding a listening structure across departments has allowed for “real-time action to improve service, recognise great work and strengthen our connection to the community.”
At the Choctaw Cultural Center, guest feedback led to the reinstatement of menu items, improving both satisfaction and sales.
The Nation’s wellness program also reported higher engagement scores, with its Net Promoter Score rising from 95.2 to 97.1and Overall Satisfaction from 90.2 to 94.
Medallia’s analytics now help the Nation coordinate operations across healthcare, cultural, and recreational services.
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Beyond efficiency, the project is an effort to blend digital innovation with cultural authenticity, ensuring feedback-based improvements do not compromise identity or tradition.
The focus, officials say, remains on using technology to strengthen community relationships and support continuity across tribal operations.
Medallia’s analytics now help the Nation coordinate operations across healthcare, cultural and recreational services.
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