Case Study: Virgin Money boosts customer experience and profit with Forsta

Turning customer voices into tangible change

Virgin Money, a large banking business serving 3.3 million customers across multiple products and channels, needed a better way to capture and understand customer feedback at scale. Working with Forsta, it set out to turn scattered customer voices into clear, actionable insight through a voice of customer program using data integration, product-specific surveys, advanced reporting, and NPS tracking.

Forsta helped Virgin Money build a VoC program spanning the full customer journey and every part of the business, giving teams sharper insight into why customers joined, left, or recommended the brand. The results were strong: employee engagement rose to 81%, NPS increased from +51 to +64 in two years, and profit improved by 33%, showing measurable gains for customers, staff, and the bottom line.

Virgin Money

Michael Harris

Head of Customer Research