Case Study: Virgin Money UK achieves a customer‑obsessed culture and major NPS gains with InMoment

Creating a Customer-Obsessed Culture at Virgin Money UK

Virgin Money UK, a long-established bank serving millions of customers, faced a rapidly changing banking landscape and fragmented customer feedback that caused up to three-month delays in insight. To become truly customer-obsessed it needed to combine Relationship NPS and Transactional NPS and gain a single, timely view of customer experience across channels.

Partnering with InMoment and launching the CX Success programme in 2018, Virgin Money centralized feedback, shortened surveys, and provided real-time insights to 300+ colleagues. The results: more than 100,000 responses, a 13% rise in response rates, TNPS up nearly 30%, RNPS doubled year‑on‑year, and targeted complaints down 27%, all helping drive a more customer-centric culture and progress toward top-three service ranking.

Virgin Money UK

David Duffy

Chief Executive Officer