Here at Colt, we always put the customer at the heart of everything we do and we strive to be the most customer-oriented company in our industry. We work tirelessly at it and have an ever-evolving programme of customer intelligence that helps us to understand and improve the experience we give our customers.
Two very exciting pieces of news this week have highlighted that our hard work and passion for all things customer experience, engagement and retention is continuing to pay off.
Last night, I had the privilege of collecting the trophy for Best In Class NPS at the CX Telecoms, Media & Tech Exchange Awards in London on behalf of Colt. As the organisers explained, NPS is a key indicator of a company’s ability to meet their customers’ needs and a strong NPS score is synonymous with consumer loyalty and satisfaction.
This award celebrates our focus on the customer experience, evidenced by our high NPS score, and we are over the moon to have been recognised as a leader in the TMT industry!
The win is excellent timing, since this week we were also blown away by our NPS scores for Q1 2022. In the EU, Colt’s NPS is now 72. This is up six points from the end of last year and a new NPS record at Colt. And our NPS for Asia has also improved six points to 40.
That’s record breaking and award winning NPS from Colt. Proud is an understatement.
But by no means are we stopping here. Our Customer Intelligence team is using Machine Learning (ML) to dive deeper into customer concerns and we are making it even easier for our customers to do business with us, whether that’s through our customer facing teams, online or via our portals. We’re determined to fix any customer issues quickly and will keep improving our service.
Huge thanks again to the team at CX Exchange, for naming us Best In Class for NPS and for a brilliant evening last night. It’s an honour for Colt to be recognised and I’m looking forward to us maintaining industry leading NPS result throughout 2022, as we continue to double down on customer experience and make doing business with Colt effortless.
Noah Roychowdhury, Head of Customer Intelligence, Colt Technology Services