Grass Roots Best Use of Customer Insight Award

2017 Winner - Virgin Money

What is the criteria for Best Use of Customer Insight Award?
This Award is open to any organisation that has successfully used customer insight in an innovative way to gain competitive advantage. Entrants were required to submit information relating to the strategy which drove the customer insight as well as the expected outcomes and the actual results of this use of customer insight.

Why did Virgin Money win the Best Use of Customer Insight Award?

Virgin Money is a UK-based financial services company, offering savings, mortgages, credit cards, current accounts, currency services, pensions, investments and protection products to its 3 million customers across the UK. Its Customer Insight strategy meant Virgin Money expanded the breadth and depth of its listening posts, while adding more structure and rigour to its Voice of Customer programme and listening to more than 90,000 customers in just one year. This resulted in a record financial performance for the organisation with deposit balances growing by £2.7bn

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