Capita Customer Satisfaction Innovation Award

2016 Winner - Virgin Money

his award is open to any organisation that has instigated a new and innovative way of improving its customer satisfaction ratings. Innovation can be a product, service, software or process which enhances the overall customer experience and that has definite business benefits. Entrants needed to present new and fresh ideas that have the intention of improving satisfaction levels and a measurement system to support any improvements.

This innovation really flew in the face of convention. At a time when banks were consolidating and disappearing from the High Street, Virgin Money decided it was time to get closer to their customers and opened its Virgin Lounge, with the simple aim of providing customers with a great experience. The success of the lounges proves the maxim that we are now in a relationship economy rather than a transactional one - Well done to everyone involved.