Case Study: Virgin Money UK creates a customer-obsessed CX culture with InMoment

Virgin Money UK boosts RNPS by 70% with InMoment

Virgin Money UK, a major financial institution, faced the challenge of fragmented customer feedback across various touchpoints, causing significant delays in receiving and acting on insights. To thrive in a changing banking landscape, they partnered with vendor InMoment to establish NPS as a key metric and sought a unified platform to combine their Relationship and Transactional NPS data.

The solution implemented by InMoment was the CX Success programme, which consolidated all feedback into a single platform and provided real-time insights to over 300 colleagues. This resulted in a dramatically improved customer experience, with RNPS doubling year-on-year and TNPS increasing by nearly 30%. Response rates increased by 13% and targeted monthly complaint volume was reduced by 27%, cementing Virgin Money UK's status as a customer-obsessed organization.

Virgin Money UK