2021 Awards Finalists

Customer Experience Award

Irish Life Health
Barbara Duffy
123.ie and RSA Ireland
Sarah Gallagher
Joe Duffy Group
Alan Gilligan
Vhi
Marie Collier
Virgin Media Ireland
Eric Mullane

Sponsored by

Irish Life Health

Barbara Duffy

We believe there are many reasons why we’ve achieved such strong results this year. It’s less to do with us achieving our targets for CSAT, NPS and Ease and more to do with the customer centric culture we have actively fostered via a variety of cross functional initiatives, all of which contributed to continuous growth over the last 4 years.We believe, the only way to achieve the best in CX is when the employee and the customer experience are aligned. We wanted to create a culture built around our customers and that started with our staff and their mindset
Winner
123.ie and RSA Ireland

Sarah Gallagher

We responded quickly to customers following the outbreak of Covid-19. We mobilised new initiatives quickly to respond to changing customer needs. This was achieved by understanding and measuring changing behaviours and implementing initiatives to respond. We believed that looking after our employees and listening to them was so important. Working from home presents its own challenges to individuals, we recognised this and ensured employees where fully supported. This ensured customers dealt with happy employees who were willing and able to go the extra mile for them. This contributed to our success in achieving excellent customer experience throughout a challenging year.
Finalist
Joe Duffy Group

Alan Gilligan

Joe Duffy Group has set an entirely new standard for customer responsiveness in the Irish motor industry. Facilitated by its bespoke systems, they have established a new benchmark for responding to customers within thirty minutes of their enquiry. Despite exceptional operational challenges caused by the pandemic, Joe Duffy Group has successfully increased customer responsiveness and decreased NPS Detractors. During the first lockdown in Ireland in 2020, while most retailers were advising customers of “a delay in responding to enquiries due to Covid-19”, The Joe Duffy Group further improved average response times to under 27 minutes despite all staff working from home
Finalist
Vhi

Marie Collier

Our core healthcare proposition was turned upside-down when the national response to COVID would require access to all Private Hospital capacity for 3 months. How could we continue to provide value to our members and could we safely keep Vhi SwiftCare Clinics open. We took a walk in our customers’ shoes and envisaged a safe and reassuring experience at each step of the journey while still remaining true to our values. Willingness to recommend scores rose to 83%, patient interactions were 38% higher than last year and we introduced a successful model of care that will remain.
Finalist
Virgin Media Ireland

Eric Mullane

We’re proud of our purpose of Building connections that really matter. In a year of such uncertainty, we wanted to provide comfort and entertainment. Our goal was always to connect everyone, support each other and continue to make the ordinary extraordinary for our customers.We continued listening to our customers, change our model to support their needs in the new normal and also keep them connected and entertained with the launch of new products, like our 1GB broadband and Virgin TV 360 service.Paired with our ‘effortless’ mind-set, this let us continue to bring on amazing for our customers.
Finalist