Virgin Trains: Big (customer feedback) data on a real-time awesometer

This case study describes a campaign by UK train operator Virgin Trains which created an interactive portal to collect and collate customer sentiment in order to improve customer experience and satisfaction.

Virgin Trains: Big (customer feedback) data on a real-time awesometer

Agency: itg Creator

To deliver live 'Voice of the Customer' to the fingertips of the organisation. Through the collection and collation of customer sentiment, the challenge was to provide an analytical portal of real-time passenger feedback, and improve customer experience and increase customer satisfaction.

Strategy

The campaign created a first in UK travel: the ability to survey public transport customers through multi-channel marketing automation.

The result was the creation of vast sums of 'Big' data visualisation, giving control to Virgin Trains staff and management, and overcoming technical challenges from collation...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands