Case Study: Virgin Media improves customer feedback and NPS with ContactEngine

Virgin Media - Customer Case Study

Virgin Media worked with ContactEngine to improve how it captured customer feedback after installations and repairs. The challenge was that dissatisfied customers often had no quick way to report problems, which could hurt the customer experience and drive unnecessary inbound calls to the contact centre.

ContactEngine implemented its customer survey solution to gather immediate, multi-channel feedback on technician service, compliance, and overall satisfaction. The result was a jump in survey response rates from below 5% to around 55-60%, millions of customer conversations since 2012, about 10,000 per day on average, and an improvement of 15-20 NPS points.

Virgin Media