Virgin Money: Turning Insight into Action


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

Virgin Money is a financial services company which offers a range of products to customers across the UK. Their company-wide Voice of the Customer program covers all products, channels and key stages of the customer lifecycle at a number of touchpoints, including website, store visits, contact center and post-purchase.

The program has delivered timely and tangible improvements that have helped Virgin Money to increase revenue, drive culture change and achieve record levels of customer satisfaction.

  • How the VoC program has increased customer loyalty and advocacy by better educating customers about products
  • The way in which a closed-loop process for new customers built trust and helped the company meet vital regulatory requirements
  • The impact of the VoC program on employee engagement, with improvements in staff attrition and length of service.
 


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