Case Study: Virgin Money boosts customer experience and profits with PGForsta

Turning customer voices into tangible change

Virgin Money, with its 3.3 million customers, faced the challenge of understanding and acting upon customer feedback across its vast business, numerous products, and multiple channels. Their goal was to harness these many voices to drive meaningful change. To achieve this, they turned to vendor PGForsta to implement a Voice of the Customer (VoC) program.

Using PGForsta's data integration, product-specific surveys, and advanced reporting, Virgin Money built a comprehensive VoC program. This solution provided deep insights into customer behavior, which the company could then act upon. The results were significant, including an employee engagement rate of 81%, a 33% profit increase, and a substantial rise in their Net Promoter Score (NPS) from +51 to +64 over two years.

Virgin Money

Michael Harris

Head of Customer Research