Case studies
How we helped Virgin Media O2 turn frontline critics into brand champions and boost employee NPS by 57 points.
In 2023, Virgin Media O2 (VMO2) faced a massive internal disconnect. Despite investing £2bn annually to upgrade the UK’s digital infrastructure, customer service complaints were soaring. VMO2's own 16,000+ frontline colleagues were bearing the brunt of customer frustration while struggling with connectivity gaps in their own working lives.
This bred deep internal scepticism. Employee confidence was low, with many colleagues feeling uncomfortable talking about VMO2's mobile network. VMO2 needed to stop "telling" colleagues about network upgrades and start showing them.
- Conceptual creative
- Design
- Illustration
- Video and animation
- Corporate
- Employee experience
- Employer brand
The solution
We knew trust starts with transparency, so we swapped traditional corporate presentations for an immersive, face-to-face internal communications experience. We designed Access All Areas: The Connectivity Conversation.
- The Experiential Roadshow: We created a fully-branded mobile experience truck that toured key operational hubs across the UK, complete with an accompanying barista station.
- Interactive Storytelling Stations: Designed hands-on learning zones, including real customer-voice audio feeds, interactive city maps, red/blue mobile viewfinders, and 3D broadband house models.
- Expert-Led Guided Tours: Equipped network experts with bespoke facilitator packs, bringing colleagues directly into the "engine room" to ask tough questions.
- Digital Learning Integration: We bridged the physical-digital gap by hosting supporting modules on SharePoint Learning and featuring the tour in executive town halls.
The results
The campaign completely transformed Employee Engagement and rebuilt faith in the VMO2 brand from the inside out.
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3,000
Smashed attendance targets with over 3,000 colleagues attending the roadshow in person (against a target of 2,000).
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+57
Boosted employee confidence with a massive +57 point NPS increase for mobile networks (rising to +12.1) and a +37 point NPS increase for fixed networks.
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92%
Delivered a 92% advocate rate, with the vast majority of attendees stating they now feel confident explaining network improvements to customers.
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2025
Supported VMO2’s commercial turnaround, culminating in them being named "Most Reliable Broadband Provider" at the 2025 Uswitch Telecoms Awards.
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Get in touch
We believe that all people have talent. And we think that every business and organisation can do amazing things when they engage with that talent in the right way. So, if you’d like to talk about what we can do for you, your business, and your talent, we’d love a chat. And if you’d like to stay up to date with what we think, create and do then sign up for our newsletter, too.
Chatter Communications Ltd. is a company registered in England and Wales. Registered number: 07550917.
