Case Study: Bupa Global boosts NPS and reduces renewal lapses with Forsta

How our software helped healthcare insurance specialist Bupa Global meet its ambitions and the needs of its customers worldwide

Forsta worked with Bupa Global, a healthcare insurance specialist, to take its customer feedback program to the next level. Bupa Global wanted to move beyond simply listening to customers and build a stronger voice of the customer program that would help it improve customer experience worldwide, while also finding a long-term technology partner for future growth.

Forsta provided an integrated view of ongoing customer surveys, live customer comments, interactive dashboards, action management, text analytics, and consulting services so Bupa Global could turn insights into action. The program delivered measurable results, including a 6.2-point increase in NPS, a 6.7-point rise in customer service score, up to a 7.8% reduction in renewal lapse rates, and 2,700 cases raised and resolved in 2017.

Bupa Global

James Elliott

Head of Operational Support