Case Study: Virgin Media saves millions and boosts customer loyalty and NPS with Oracle Endeca Information Discovery

Virgin Media Saves Money Improves Customer Loyalty, and Boosts Net-Promoter Scores

Virgin Media, a UK provider of broadband, TV, mobile and fixed-line services, faced rising costs and customer churn across millions of accounts and needed to understand why customers were dissatisfied. Existing BI tools could not quickly combine structured and unstructured sources—surveys, complaints, engineer notes and billing data—to reveal drivers of sentiment and service failures.

Working with Deloitte and RealDecoy, Virgin Media implemented Oracle Endeca Information Discovery in six weeks to merge data, apply text enrichment and sentiment analysis, and enable governed self-service exploration. The initiative produced 80 discovery apps in three months and delivered measurable impact: a 30% lift in net-promoter scores, a 4% reduction in wasted engineer visits (saving millions annually), and much faster, real-time insight for business users.

Virgin Media

Claire Hyland

Head of Information Strategy