Creating a Customer-Obsessed Culture

Virgin Money wants to make every step of a customer’s journey from in-person transactions to digital dealings as brilliantly simple as possible. It’s empowering more than 300 colleagues to be customer-obsessed by giving them real-time feedback through Pearl-Plaza.

• TNPS increased by nearly 30% in an 18-month period
• RNPS doubled year-on-year
• Reduced targeted monthly complaint volume by 27%