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Virgin To Improve Customer Satisfaction

Posted: 24th Jul, 2003 By: MarkJ
UK ISP Virgin.net has selected Confirmit, the web-based survey generation solution from FIRM, to help it pioneer new products and services based on real-time customer feedback:

CONFIRMIT HELPS VIRGIN MAINTAIN CUSTOMER SATISFACTION AND PIONEER NEW PRODUCTS

Virgin.net, one of the UK's leading ISP (Internet Service Provider) has selected Confirmit, the market leading web-based survey generation solution from FIRM (Future Information Research Management), to help it increase ARPU (Average Revenue Per User) and enable it to pioneer new products and services based on real-time customer feedback. Confirmit enables Virgin.net to better understand customer requirements and use this insight when making all business critical decisions.

Virgin.net also use Confirmit to undertake a programme of employee surveys to ensure that the Virgin ethos of customer service excellence is maintained internally. This approach will not only enable the company to retain and recruit the highest calibre of staff, but actively reinforces the company's policy of improving customer experience through employee innovation - using the creativity of its staff to maximise potential new opportunities in the market.

Confirmit has already reduced Virgin.net's research costs by around 90 percent and greater research flexibility, compared with using a traditional outsourced consultancy. It provides the company with a tried and tested and fully scaleable software solution for undertaking both strategic and ad-hoc research.

Max Ratcliff, Customer Data Manager at Virgin.net commented, 'Insight plays a vital part in driving and maintaining Virgin's competitive advantage and helps us to develop customer centric products and services designed to increase ARPU profit. Over the last two years we have developed annual research plans to undertake strategic research and used the Confirmit solution to launch the Broadband service.

The real-time insight Confirmit has enabled us to gather means we can stay one step ahead of the competition in an extremely aggressive marketplace. Confirmit has been absolutely pivotal to the success of the Information Research Management process. It has improved time-to-market for new products and services and delivered considerable efficiencies in the decision making process that have made an impact on bottom line profitability and market share.
'

Kjell Øksendal, FIRM's Vice President of Marketing says 'Our web-based solution enables customers to be consulted via a media they trust and one which enables them to respond when it is convenient for them. For Virgin.net this combination, coupled with the significantly lower costs of conducting research online compared to traditional research bureau costs and Confirmit's process efficiency (requiring no manual data processing), has significantly increased the amount of research undertaken at Virgin.net. Simply put, Confirmit has delivered more business critical insight in real-time, for less and delivered faster across the entire business.'
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