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 on customer feedback and engagement tools. 

The aim of the programme is to use the insights gathered to continuously review Bupa UK’s offer and encourage long-term loyalty and advocacy.

The programme will use technology from Kantar TNS’ software partner, Medallia, to help Bupa UK move beyond traditional survey research methods and combine it with data analysis.

Tim Pritchard, managing director of customer experience at Kantar TNS, said: “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.”

Sean Risebrow, director of customer experience at Bupa UK, added: “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.”