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Virgin Media + Qualtrics

How Virgin Media is delivering superior experiences across its digital channels

The Virgin brand is synonymous with disrupting the status quo and delivering fantastic customer experiences. The digital team at Virgin Media is aiming to meet that brand promise by creating breakthrough online experiences - all based on customer feedback. Since choosing Qualtrics, it’s been able to use the insights to help optimise customer journeys and improve the overall customer experience.

Qualtrics is helping us to identify and improve broken elements in our digital journeys as well as understand the additional requirements of our customers across desktop, mobile and app.

Jackie McCarry, Digital Research Lead, Virgin Media

HOW VIRGIN MEDIA IS CLOSING THE EXPERIENCE GAP

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.

1000s

of Virgin Media customers surveyed

Optimisation
UX fixes across key customer journeys

Right time, right place
In-the-moment feedback gathered from digital users

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

WHY QUALTRICS?

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.

Virgin Media offers four multi-award-winning services across the UK and Ireland: broadband, TV, mobile phone and landline. Virgin Media is part of Liberty Global, one of the world’s leading converged video, broadband and communications companies. Liberty Global connects 11 million customers through operations in six countries across Europe, subscribing to 25 million TV, broadband internet and telephony services. It also serves six million mobile subscribers.

www.virginmedia.com
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