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.