Since 2013, NICE VoC has been enabling Virgin Money to capture real-time customer feedback. The bank proactively engages with customers who have recently interacted with it stores, lounges and contact centre, inviting them to answer four short questions via email or SMS. By tracking key metrics such as NPS, first call resolution and ease of doing business, Virgin Money’s Customer Experience team can collate insights and decide which improvement actions to take.To date, Virgin Money has achieved some impressive results, including improved customer satisfaction levels, better customer retention rates, and higher Transactional Net Promoter Scores (tNPS).
“Within a customer-led, fiercely competitive industry, it’s vital to understand what customers want. As well as listening to their feedback, you need to be able to interpret the data and take action to benefit both customers and the business,” said Senior Customer Experience Manager at Virgin Money Lynn Johnson. “We’re proud of the change we’ve driven across the business, delivering a greater level of insight than ever before through a truly customer-led VoC program.”
John O’Hara, president of NICE EMEA said: “Our close collaboration with Virgin Money is the perfect case study to highlight what can be achieved when an organisation and all of its employees are all focused on listening and responding to the Voice of the Customer. Virgin Money is more than deserving of the accolades it has received from the Engage Awards and UK Business Awards, and NICE is proud to work alongside such a dedicated partner as it reinvents customer service.”