giffgaff + Qualtrics
giffgaff + Qualtrics
How telecoms leader giffgaff uses customer feedback to fuel its growth
giffgaff is one of the UK’s biggest mobile network providers, its name derived from a Scots phrase for ‘mutual giving’. That idea of giving back to its members is central to the company’s attitude to feedback: it’s committed to listening to them at every turn and taking action quickly. With Qualtrics, it’s able to bring its members into every part of its business and enable every team to make customer-centric decisions - all while keeping costs down and reducing the time it takes to generate insights.
Zooming in on the employee experience during COVID-19
Acting fact in the midst of a crisis
National Grid was able to reach out to all colleagues across the business to learn how COVID-19 was affecting them, utilising the fast and responsive Qualtrics XM Platform they already had in place. Rather than a single annual EX survey, it was able to field multiple targeted studies quickly and easily.
Enabling leaders to make the right decisions
Using bespoke dashboards, National Grid’s leadership team was able to access fast, real-time data on the colleague experience, decide on the correct course of action, and communicate the findings to their own local teams.
Delivering personalised outcomes at scale
Qualtrics enabled National Grid to combine enterprise-level employee listening with the ability to take action at an individual level. The response from colleagues has been overwhelmingly positive, and the experience has set a template for how National Grid can continue to give its workforce a real voice.
Why Qualtrics
Dasboards
Customised dashboards enabled National Grid’s leadership to only see the data most useful and relevant to them.
Fast setup
It was quick and easy to set up the employee pulse in the aftermath of COVID-19, enabling leaders to take action as soon as possible.
Action-led
The feedback gathered through Qualtrics highlighted what National Grid had to do to optimise employee experience during tough times.
National Grid achieved
National Grid achieved
Global feedback-sharing across the business community
78%
response rate on EX survey
Real time experience data displayed through dashboards
Qualtrics put us in control of the research that we do. However, we hadn't realised just how important Qualtrics was going to be to us during the months of COVID-19. What we’ve learned from our colleagues over the last few months has actually changed our business forever.
Hayley Doolan
Insight specialist
National Grid
About National Grid
Founded in 2009, giffgaff is one of the UK’s most popular mobile phone networks. It has won Uswitch’s network of the year for 5 consecutive years, most recently in 2021. Its name is a Scots phrase for mutual giving, and that idea extends throughout its business - including its customer service, where members help other members with issues.
Industry
Media Organisation Size
Large
Region
EMEA Products In Use