As a company, we strive to be the most customer oriented business in our industry. Our Customer Service and Customer Intelligence teams work tirelessly to make sure we are delivering on our commitments. One of the ways we measure how we are performing with Customer Service is through our Net Promoter Score (NPS). We’re delighted that our latest scores are our highest ever, hitting 71 in Europe and 46 in Asia.
NPS is a key measure in monitoring and tracking our customer experience (CX) performance, and demonstrates how our efforts, initiatives and programmes are working for our customers. These record NPS scores are a result of our relentless focus on the CX we deliver. Hitting our highest scores across both Europe and Asia is a Colt first, and shows we’re moving in the right direction in providing a truly global experience for our customers. Our approach to CX focuses on attention and care throughout the entire customer journey. We have implemented tools to proactively support our customers in ensuring their network performs optimally, and we’ve invested in our people to provide more colleagues to take care of their everyday needs.
With CX, we also look to the future. Through our Customer Intelligence team, we utilise Machine Learning (ML) to dive deeper into customer concerns. We want to reduce the time you spend seeking help, be that on the phone, online or through our portals. We’ve introduced chatbots and our Customer Service team is always on hand to support. Providing an omni-channel presence is key to ensure you can communicate with us however suits you best.
Ultimately, as a company and as people, we all have a part to play in the service and experience we deliver to you. We want to show our customers the value of what we do and how we do it. If you have a problem, we want to fix it quickly. We know NPS is one part of a wider picture, one that we will continue to fine tune so that you can go about your day uninterrupted and continue delivering to your customers.
Noah Roychowdhury, Head of Customer Intelligence, Colt Technology Services