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Bupa wanted a customer experience to match its ambition of becoming the world’s most customer-centric healthcare provider, with a target of NPS 80+.
So, together, we created the Unstoppable Experience: a colleague-led programme that built capability, confidence and customer impact.
It went on to win Gold and Silver at the UK Employee Experience Awards 2025, and Gold for Best Learning and Development at the UK Customer Experience Awards 2026.
Shortlisted: European Contact Centre & Customer Service Awards, winners announced end of November 2026
81
NPS, up from 72
85%
Right first time, up from 77%
75%
Fewer terminated leavers
Bupa had a bold ambition: NPS 80+. However, it couldn’t be reached through process changes alone. It needed 6,000 colleagues to change how they served customers, every day.
So the challenge was clear. First, prove it could work. Then, make it stick at scale.
After investing in process improvements and new digital systems, they knew that real transformation would only come from people. The challenge was to design and deliver an employee-led CX programme for 6,000 colleagues — one that not only boosted customer outcomes but also delivered measurable ROI.
Together, we co-created the Unstoppable Experience. First, a diagnostic showed what great service looked like in Bupa’s best interactions.
Then, we built the programme around four areas:
As a result, learning didn’t stop in the classroom. Instead, it carried on in every shift.
In the controlled pilot, NPS rose from 53 to 70, engagement rose 10 points, and attrition was 0% against 13.3% in the control group.
At scale, across the wider rollout:
NPS up from 72 to 81
Right first time up from 77% to 85%
Frontline resolution up from 73% to 78%
Customer ease score up from 9.0 to 9.2
Average handle time down from 13.25 to 12.10 minutes
Cross-team collaboration up from 69 to 93, and ownership from 80 to 89
Terminated leavers down 75%
170 colleague improvement ideas, with 15 already implemented
(Pilot and rollout figures cover different groups and time periods.)
Want results like these? See our customer experience training.