VIRGIN MEDIA
partners have “ the knowledge , the tools and the information that they need to support our network as it evolves and grows .”
“ Gigabit readiness for our partner community is really about making sure they can keep supporting the network and therefore the enhanced gigabit service that runs over it to our customers ,” he explains . “ And bear in mind , that ' s not just about consumer customers ; it ' s also Virgin Media ’ s business customers , where we have a lot of critical businesses within the UK that rely on our network , including many blue-light services , hospitals and schools .”
Engaging partners will be key to maintaining the high level of service that Virgin Media ’ s customers have come to expect . “ In partner operations , our key principles are based on linking the partner ' s engagement with that performance ,” says Good . “ We ’ ve seen partner performance increase steadily over the time that we ' ve implemented and tightened the governance practices and also where we ' ve increased the focus on engagement . Ultimately their performance reflects directly on the network performance , and therefore the experience that our customers receive .”
KPIs that paint the most insightful story of how each partner is performing have been given close attention by the performance management team . And Good has traced a correlation between increases in these key indicators and increased engagement . " So that ' s how we link through to trying to provide that superior performance : making sure the partners are performing as optimally as they can ,” Good says . “ And that ' s partly through the performance management , but it ' s also through that engagement management too . My team and I have been able to bring the two together .”
The UK ' s
Largest gigabit provider
3.4m
Mobile customers in the UK
5.6m +
Cable customers in the UK
456 April 2021