How Vitality leverages Voice of the Customer to help members better their lives
How Vitality leverages Voice of the Customer to help members better their lives
4 PagesVitality, a £92 million health, life, and insurance provider, enhanced customer experience by leveraging Medallia software's Voice of the Customer program to actively address member needs and improve wellbeing. The platform powered 2021 CX Team of the Year Gold award success, collected and analyzed 160,000+ digital feedback responses, boosted car insurance positive resolutions by 53% in under 12 months, and increased self-service usage by 14.6%. Head of Customer Research Tammy Lowth credits Medallia for enabling teams to take real action, strengthening both customer satisfaction and employee engagement.
