Customer experience; continuing to lead with our NPS

Last year we smashed records for our Net Promotor Score (NPS). Our strong performance continued throughout the year and we closed Q4 with a fantastic score of 69 in Europe and 35 in Asia.

NPS gives a comprehensive view of customer experience (CX). It’s key to monitoring our CX performance and understanding what’s going well with our customers and where we can improve.

Our score reflects the time and effort we put into our global CX programmes, the attitude of our leadership and the focus of every colleague on our customers. We put the customer at the heart of everything we do, and I’m thrilled that both our EU and Asia NPS have demonstrated that over the last couple of years. This compliments and goes alongside the work we’re doing on our Net Easy Score (NES), which looks at how easy it is to do business with us, across a range of transactions and touchpoints.

We’re not stopping there. As a focus area of our recently announced new three-year strategy and organisational structure, we’re doubling down on CX and continuing to build our customer intelligence programmes. Here, we have kick started the 100 Voices programme that engages an ongoing reflective discussion with our customers, and we’ve created bespoke Machine Learning (ML) algorithms that run across the scope of our survey data. These programmes help us to dive deeper into customer concerns and evolve how we engage with them. Our newly created Customer Relationship Management function is the latest example of how we’re making it easier to do business with Colt.

We have solid foundations and this year we’re determined to maintain a high NPS performance in 2021. We’ll continue to listen to our customers and act on what we hear, improving the way we do things to make working with Colt effortless and valuable to our customers across the world.

Noah Roychowdhury, Head of Customer Intelligence, Colt Technology Services.

 

You can hear more from Noah on the 100 Voices programme at the QUAL360 EU Virtual conference (3-5 March), in his talk Scaling up qualitative findings: The Hundred Voices programRead his Q&A here for a taster of what he’ll discuss.

Noah is also taking part in the panel discussion Data science, behavioural science and social science – are they the holy trinity of modern-day insight? at MRS’s AI | Data | Analytics Virtual Summit (25 Feb).

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