Colt best in class for customer experience

HomeColt best in class for customer experience

Colt Technology Services closed out its Q3 2016 Relationship NPS (Net Promoter Score) at a record 35%, an 11 point improvement against Q2 2016. A 35% NPS positions Colt as the Best in Class Telco in the Satmetrix (the Net Promoter Company) EU B2B Benchmark.

NPS is the leading customer experience metric for all industries. It is often used as a leading indicator for growth, and an anchor for the customer experience management (CEM) program.

The quarter-on-quarter improvement has been driven by continued excellence of the network, excellent service delivery and our highest ever score in incident management. Our operations NPS is also at record levels.

According to Rogier Bronsgeest, Chief Customer Experience Officer at Colt, our focus this year on Communication, Problem Resolution and Attention to Basics is paying off and we are winning trust, which is the most important element in driving customer loyalty.

“We have come a long way but we know there is still some way to go. We now need to consolidate those gains, set and meet expectations consistently for each other and for our customers and engineer great levels of service at the points that matter most to them,” said Bronsgeest.

It’s no secret that network operators have long struggled with customer care, both in the consumer and business sectors and Colt recognises that its Customer Experience Transformation Initiative is ambitious. The endgame is to make Colt ‘the most customer oriented business in its industry’, with an NPS target of 60 by 2020.

That’s a tall order considering some of Colt’s peers still record very low, or even negative NPS scores, and it’s also important to remember that NPS is just one metric in an arsenal for measuring customer experience, loyalty and perception. But it’s an important metric. 71% of Prospects say Customer Experience is the biggest buying factor, and 58% of existing Colt customers tell us that offering exceptional service is the most important factor in them staying with us.

Colt Technology Services

23 November 2016

Recent posts

Digital Infrastructure Insights: Elevating the customer experience

Digital Infrastructure Insights Elevating the customer experience Welcome Welcome to part one of our new customer experience (CX) content series. In this series we will delve into the critical role of digital infrastructure (DI) in delivering exceptional customer experiences and giving companies that competitive edge.   As businesses increasingly prioritise CX as a key differentiator, finding...
Continue Reading
Colt announces strategic expansion to US infrastructure

Colt announces strategic expansion to US infrastructure

NJFX data centre and new subsea Cable Landing Station expand Colt’s transatlantic capabilities and offer businesses greater choice and flexibility  London, UK 30 May 2023– Colt Technology Services (Colt), the digital infrastructure company, today announced the expansion of its US capabilities with the connection of a new data centre and subsea Cable Landing Station (CLS),...
Continue Reading

Colt announces new partnership with Venari Security to help businesses protect against growing cyber risks

The collaboration will give Colt’s customers deeper visibility into encrypted network traffic helping them protect their organisations and drive compliance London, May 24th 2023 – Colt Technology Services, the digital infrastructure company, today announces a collaboration with Venari Security, a London-based cyber security company. The partnership will give organisations deeper visibility into their encrypted network traffic, improving...
Continue Reading