The secret to happier customers with Bupa Global
Tools used
- Interactive dashboards
- Action management
- Consulting services
- Text analytics
How our software helped healthcare insurance specialist Bupa Global meet its ambitions and the needs of its customers worldwide.
The challenge
Taking our relationship with Bupa Global to the next level
We were already working together on a two-part transactional and relational customer feedback program. But Bupa Global wanted to take our relationship to the next level: building a new Voice of the Customer program that would help them go from just listening to customers to taking action to improve their experience.
But they had longer-term ambitions, too. They needed a true tech partner as they planned their future evolution. We were only too happy to fill the role.
“When it came to deciding who to work with on this huge program, a lot of it was about the people. We felt that we could have an open, collaborative partnership with the Forsta team which was vital in such a critical project. The way we have worked with Forsta isn’t the sort of vendor/client relationship we’d have had with other technology providers. It’s about partnering for success.”
James Elliott
Head of Operational Support
Our solution
Giving them the tools they need
We gave the company the tools they needed: an integrated view of ongoing customer surveys, live customer comments that they can easily classify and mine for specific data, and customized interactive dashboards.
We made sure Bupa Global could act on the insights we gave them. And we’re still working alongside the company with our customer experience consulting services.
The results
Making customer experience their calling
Bupa Global has made customer experience their calling. With our software, they’ve reduced customer lapses on product renewal by up to 7.8% and boosted their NPS by 6.2 points. And their ability to use customer insights gets better and better.
2,700
cases raised and resolved in 2017
6.2
point rise in NPS
6.7
points increase in customer service score
7.8% and 3.5%
lower renewal lapse rates for two popular products
More customer stories
A home of one’s own: How Pennymac makes homebuyers happy
A home of one’s own: How Pennymac makes homebuyers happy Tools used As one of the leading mortgage service providers in the country, Pennymac places great emphasis on customer service to ensure their homeowners have the best possible experience throughout their home buying journey. Pennymac was looking for the right technology partner to not only […]
Powering conversational AI for Fifth Dimension
How Forsta technology delivered qualitative depth at a quantitative scale with hundreds of business leaders
Embedding the customer’s voice across DHL Global Freight Forwarding business
How Forsta Visualizations connects hundreds of team members in dozens of countries
Learn more about our industry leading platform
FORSTA NEWSLETTER
Get industry insights that matter,
delivered direct to your inbox
We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.
