Virgin Media Success Snapshot
“Every single level of our organization has embraced NPS. The first step in aligning the organization around Net Promoter is to achieve real buy-in from key influencers within the company. …I’ve been out in the field and have seen NPS on walls and in call centers.”
– Neil Berkett, CEO
Putting Customers at the Heart of the Business
Virgin Media is the UK’s leading communications company.
Challenges
The company was formed by the merger of two separate telecommunications companies, each with its own culture, business model, and customer service strategy. The company wanted to focus on customer retention and improve the customer experience.
Results
Virgin Media worked with Satmetrix to implement a Net Promoter program to get their entire company focused on the customer experience.
- Increased NPS: Operational Net Promoter Score improved 18 points in one year
- Call Center Improvements: Improved NPS 24 points in the first few months
- Reduced Churn: Reduced customer churn by 20%, a record low
- Cross- and Up-Sell: Triple-play (TV, broadband, phone) penetration increased from 49.5% to 55.9%
- Employee Support: Rallied 14,000 employees around their Net Promoter Program
Technology
Expertise
Results