Virgin Media + Qualtrics

Discovering conversion blockers on key journeys

With Qualtrics, the Virgin Media digital team is able to pinpoint customer issues along all of its digital journeys to help improve the user experience. It’s been able to highlight issues around cart abandonment, checkout completion, the Virgin Media apps, plus customer service or account queries. On top of that, feedback has highlighted ideas for product or service developments for existing customers.

Capturing feedback at the right moment

When a customer abandons their cart, it’s no good following up with them months later in an annual customer survey. Using Qualtrics Site Intercept, Virgin Media is able to trigger in-the-moment surveys and get a true snapshot of what its customers are thinking and feeling.

Identifying UX issues across mobile and desktop

Like most retail and telecoms brands, Virgin Media’s customers are switching between devices during most journeys. With digital intercepts set up for both desktop and mobile experiences, the team is able to pinpoint issues across either channel to help create more seamless online journeys.

Uncovering insights beyond the digital experience

Virgin Media understands that customer experience doesn’t exist in a silo – it’s connected to its brand promise, its products and services, and the employees involved at every step of the journey. So while the digital team is focused on optimising UX, customer feedback can also raise other potential improvements in terms of products or services.

Simplicity

Unlike its previous digital CX platform, Qualtrics offers Virgin Media an easy-to-use and more efficient platform to gather, analyse and act on customer feedback.

Fast insights

It can be a matter of days from the moment someone completes a survey, to the moment Virgin Media’s digital team can act on their feedback.

Tailored dashboards

It’s easy to track trends over time – like changes in customer satisfaction – using tailored dashboards created within Qualtrics.

With Qualtrics, it’s easy to collect, analyse and act on feedback about our digital experience, and also our product experience.