UK Internet service provider taps Confirmit for customer satisfaction, establish new products
London — July 24, 2003 — Virgin.net, one of the UK's leading Internet service providers, said it has selected Confirmit, a Web-based survey generation solution from FIRM (Future Information Research Management), to help it increase average revenue per user (ARPU) and establish new products and services based on real-time customer feedback.
Confirmit said its services would enable Virgin.net to better understand customer requirements and use this insight when making all business critical decisions.
Virgin.net will also use Confirmit to undertake a program of employee surveys to ensure that its philosophy of customer service excellence is maintained internally.
Confirmit said it has already reduced Virgin.net's research costs by around 90 percent and given it greater research flexibility.
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," Ratcliff continued. "Confirmit has has improved time-to-market for new products and services and delivered efficiencies in the decision making process that have made an impact on bottom line profitability and market share."