Case Study: GiffGaff improves customer experience and drives growth with Qualtrics

How telecoms leader giffgaff uses customer feedback to fuel its growth

GiffGaff, a telecoms leader with the slogan “Run by you,” wanted to gather more customer feedback and better understand experiences across the business. Before Qualtrics, it wasn’t possible to collect feedback at the pace or scale they needed, limiting their ability to listen across areas like product testing and customer care.

With Qualtrics, GiffGaff can launch studies and collect feedback within a single day, giving teams a steady stream of actionable insights. This has helped the company make daily improvements, support its frequent technical updates, and share changes made from feedback in its monthly newsletter, strengthening customer engagement and continuously improving the customer experience.

GiffGaff

Amy Bozwood Davies

Member Engagement Manager