Bupa appoints Kantar TNS to deliver CX excellence with four year partnership

Leading insight agency and CX specialist Kantar TNS has agreed a new partnership with Bupa UK worth £2.5 million to support the healthcare specialist develop its customer experience (CX) programme.

The four-year contract will see Kantar TNS working across Bupa UK’s insurance, health services (wellness centres, health clinics, Bupa Cromwell Hospital), care services (care homes and retirement villages) and dental care businesses to develop state-of-the-art customer feedback and engagement tools.  The ambition is to use the insights gathered from this programme to continuously review Bupa UK’s offer and ensure it remains focused around customer needs, encouraging long-term loyalty and advocacy.

The programme will draw on technology provided by Kantar TNS’ software partner, Medallia, helping Bupa UK to move beyond traditional survey research methods to combine this with analysis of real-time data.  One of the benefits of the Medallia platform is that it includes automatic, real-time text and sentiment analysis of customer responses, which helps to inform subsequent questions they are asked.  This will also allow Bupa UK to build a much more detailed picture of individual experiences, customer concerns and where its services can improve.

Tim Pritchard, Managing Director of Customer Experience at Kantar TNS, commented: “The health, care and wellbeing market is booming, with new entrants trying to grab a foothold in this dynamic sector.  What sets operators apart, however, is their ability to provide a first-class customer experience.

“Bupa UK recognises this and has invested significantly to make sure it continues to lead the market.  We look forward to working with the business in this next iteration of its customer experience programme, helping its teams to improve the way they track and respond to customer feedback – whether from patients, relatives, corporate subscribers or individual policy holders.”

Sean Risebrow, Director of Customer Experience at Bupa UK, commented:

“Our vision is to be the world’s most admired healthcare company, putting the customer at the heart of everything we do.  Listening to customers, and then acting upon what they tell us, is the key to building exceptional customer experiences.  Our partnership with Kantar TNS and Medallia gives us the CX expertise and advanced technological tools we need to ensure that we continue to respond to our customers’ varied needs.  We aim to be best, delivering a market-leading customer experience, that helps people to live longer, healthier and happier lives.”