Virgin Money Customer Success Story

Driving improved customer advocacy through VOC initiative and a rigorous program of customer research and customer insight-to-action planning

Learn how Virgin Money implemented a VOC initiative that collects customer feedback after every in-store or contact center interaction. Their program allows them to close the loop with detractors within 72 hours. Virgin Money receives more than 130,000 SMS responses with customer feedback every year. Their robust VOC initiative enables them to listen to customers at scale and turn the feedback and insights quickly into actions that improve customer experience.


Increase NPS

Virgin Money increased their NPS by 21 points in two years.


Boost Bottom Line Performance

The banks year-on-year improvements to its NPS can be attributed to the relentless pursuit of what drives satisfaction and loyalty.