Virtual Incentives reported a customer satisfaction score above 92% for recipient support in a February 18, 2022 article by team manager Jessica Barreto. The service addressed digital gift card redemption, mobile-wallet use and reward deadlines for the company's client programmes.

Typical questions concerned adding a card to a mobile wallet, using a printed digital gift card at a merchant and understanding a reward’s redemption deadline. Barreto said handling those enquiries allowed a client’s own teams to focus on their core customer activity.

The company said it requested feedback after support interactions and followed up to check whether recipients’ questions had been resolved. The satisfaction figure was Virtual Incentives’ own reported service metric at the time.

The update also identified team members Julissa M. and Nicole L. as appearing in Nicereply’s 2022 Customer Happiness Awards list for agents ranked by number of ratings. It did not identify their surnames or describe a new reward product.

Barreto’s account positioned recipient support as part of the experience a reward programme creates for its sponsoring brand. It covered the company’s existing operating approach, with examples spanning acquisition incentives, loyalty and market research.