Case Study: Virgin Mobile South Africa achieves 11.2% rise in customer satisfaction and 23.29‑point NPS uplift with inQuba

Virgin Mobile South Africa - Customer Case Study

Virgin Mobile South Africa, a youthful MVNO launched in 2006, needed to stand out in a saturated telecom market by making customer experience a core differentiator. To embed CX into operations and staff KPIs, and to gain actionable insight into customer issues and their drivers, Virgin Mobile partnered with Inquba to deploy a Voice-of-the-Customer (VoC) program built on Inquba’s CX orchestration platform.

Inquba implemented a journey-based VoC solution that delivered agent-level feedback, SLA-driven service recovery, statistical modelling, and daily/weekly visibility (including a “Hot or Not” thermometer) to drive accountability and engagement. After 18 months, Virgin Mobile South Africa reported an 11.2% rise in overall customer satisfaction and a 23.29-point increase in Net Promoter Score, with CX scores now used to coach and evaluate agents and guide strategic improvements.

Virgin Mobile South Africa

Dorena Christodoulou

Head Of Customer Experience