At the end of 2019 we set a record for our Net Promotor Score (NPS), hitting 64 points in Europe and 26 in Asia. In Q1 2020 we’ve gone above and beyond – with an incredible 70 in Europe and 35 in Asia. For any industry this would be good and for the telco industry it’s leading the way.
NPS is a key measure in monitoring allowing our business to understand how we’re tracking with our customer experience (CX) performance and demonstrates how our efforts, initiatives and programmes are working for our customers. The record NPS score is a result of our relentless focus on the everyday transactions we have with our customers.
Our bespoke Machine Learning (ML) analysis (of 11259 customer statements) revealed that, through the second half of 2019, we made significant improvements in ease of doing business (7% improvement) and saving customer time (10% improvement). By making it easy and saving time for the customer we have been able to maintain our high standards of customer experience.
A good NPS score is only significant when it’s backed up by the tools, services and systems that customers can rely on. We’ve invested heavily into all areas of the customer experience, from initial interaction and service delivery through to the way we communicate with customers, how quickly we respond when needed and making sure we add value at every step of the way.
This year we’re developing a global customer experience programme that will bring Colt even closer to its customers. Making things easy and saving time for our customers will continue to be at the heart of this programme. We hope to build on our success and create an even better experience – watch this space for more to come.
In parallel we are putting in place a series of global customer intelligence summits for our employees. Over the next 18 months, we plan to bring customer feedback into the line of sight of every customer facing role in the business. This will ensure that the Colt team is continuously in step with customers’ changing priorities.
We’re also investing into our relationships with key players across the digital ecosystem. The modern business needs access to a wide range of tools and services, delivered in multiple cloud environments and with a network that’s flexible and reliable. These relationships are key to the success of our customers’ migration or transformation projects.
Our vision is to be the most customer oriented business in our industry and we’re making great progress. Maintaining a score like this is a significant challenge – but we’re still aiming higher and are working hard on new programmes that will deliver an even better experience.