Case Study: Bupa Global boosts customer experience with PGForsta

The secret to happier customers with Bupa Global

PGForsta partnered with Bupa Global, a healthcare insurance specialist, to address its challenge of evolving its customer feedback program. Bupa Global wanted to move beyond simply listening to its customers and build a new Voice of the Customer program that would enable them to take actionable steps to improve the customer experience worldwide.

The solution provided by PGForsta included Interactive Dashboards, Text Analytics, and Consulting Services. This gave Bupa Global an integrated view of customer feedback and the ability to act on insights. As a result, PGForsta helped the company raise and resolve 2,700 cases, achieve a 6.2 point rise in NPS, and reduce customer renewal lapses by up to 7.8% for key products.

Bupa Global