Home Resources Case study The secret to happier customers with Bupa Global

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.


cases raised and resolved in 2017


point rise in NPS


points increase in customer service score

7.8% and 3.5%

lower renewal lapse rates for two popular products

More customer stories

Case study

Closer to customers. Ahead of competitors.

Closer to customers. Ahead of competitors.  Tools used Multi-mode survey design   Real time touch-point level reporting  Issue resolution alerts  Expert feedback consultation  For AIG, getting an edge on competitors meant bridging the gap between company and customer. With Forsta in its corner, the insurance giant built a vast, powerful program that listened to  customers, and fueled the business with their feedback. The challenge One step removed […]

Read more
Closer to customers. Ahead of competitors.
Case study

Getting the balance right for KS&R

Getting the balance right  for KS&R  Tools used Surveys design  Data visualizations  Live video  Digital interviews  Text analytics  How we helped market research firm KS&R balance keeping their tailor-made approach to research with saving their people time.   The challenge Creating custom-made research despite market pressures  Making sure their research is custom-made for clients is at the heart of KS&R’s strategy. But around them, […]

Read more
Getting the balance right for KS&R
Case study

Turning satisfaction into a science

Turning satisfaction into a science  Tools used Survey design   Visual reporting  Customer satisfaction analysis  Issue resolution alerts  World-leading medical device company CareFusion wanted to up their game when it came to customer satisfaction. Forsta helped them build the Voice of Customer (VoC) program to take on the task.  The challenge Ad hoc surveys that weren’t telling the real […]

Read more
Turning satisfaction into a science

Learn more about our industry leading platform


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.