Colt ended 2019 on a high with its best-ever Net Promoter Score (NPS) of 64 points in Europe. In Asia we closed the year on 26 points. Both these scores are truly industry-leading, with Satmetrix 2019 B2B benchmarking the EMEA and Global Telecoms sector at 15 and the Asia Telecoms industry at just four.
At Colt, our vision is to become the most customer oriented business in the industry. Providing high performance and high bandwidth solutions, we put the customer at the centre of everything we do. NPS is a key measure in monitoring our progress towards our goal, allowing our business to understand how we’re tracking with our customer experience (CX) performance and this latest success demonstrates that our focused efforts, initiatives and programmes are working for our customers.
We had some lofty targets for our NPS in 2019, but in Europe, we smashed our goal of 54 for the year, and our NPS in Asia has increased by 40 points in the last three years. Our success has been powered by the support and help provided to customers by Colt teams across all areas of the business.
Our CX effort is shaped by staying close to our customers everyday reality. Currently we use bespoke machine learning algorithms to prioritise our CX efforts by analysing data from multiple sources. We also rely on feedback gathered through a regular programme of interviews, which allow us to understand what works for our customers and explore ways we can support them further. The combination of diverse customer intelligence inputs helps us keep our customers at the centre of everything we do.
Despite having such a strong 2019, in 2020 we’re going to work further on improving our CX. This year we’ll be developing a global customer experience programme that will bring Colt even closer to its customers. It will make doing business with us effortless, building on our success and creating an even better experience for our customers around the globe. Watch this space for more to come on this programme.
Our latest NPS result is fantastic news, but now we’re more determined than ever to work harder and smarter for our customers. Maintaining such a high level of customer experience is a significant challenge in itself, but we’re determined to push our NPS even higher and get closer to our goal of becoming the most customer orientated business in our industry.
Noah Roychowdhury, Head of Customer Intelligence, Colt Technology Services