Making Customer Experience Net Easy

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Making our customers’ lives easy in this complex world is customer experience gold. This was echoed loud and clear through the customer intelligence work we carried out last year, where providing an ‘effortless and timely experience’ were top of our customers’ wish list.

That’s why we’re moving to Net Easy Score (NES) for our transactional customer interactions; alongside our quarterly Net Promoter Score (NPS).  Customer experience is paramount for businesses, as Gartner states: “Customers are more likely to renew a relationship if their interactions with a company are fast and easy.” Net Easy Score focusses on how easy it is to do business with us. This helps us to better gauge our transactional feedback, putting the customer first and addressing their needs and priorities. Instead of asking ‘would you recommend us?’, we’re asking ‘how easy’ it was to do business with us.

NES is a measure designed to understand the everyday working relationship that we have with our customer. The new measure looks at the experience with more of a customer lens and is aligned with where the industry is moving. We have designed this change after a close review of customer feedback across 4 business areas; specifically, 9,500 customer surveys conducted throughout 2019. This move to Net Easy Score is in line with the commitment we made last year to further improving CX for our customers.

With NES, we’ll ask the customer to give feedback on the ease of doing business with every area of Colt. All questions will start with the phrase ‘How easy was it…’ and depending on the transaction it could be connected to placing an order, getting an order delivered, experience of resolving a incident or more. The feedback received from this will go towards driving everyday improvements for our customers

We will continue to record and report NPS on a quarterly basis, monitoring the overall business relationship that we have with our customers. In Q1 2020 we hit our highest NPS record 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. The record NPS score is a result of our relentless focus on the everyday transactions we have with our customers.

At Colt, our vision is to become the most customer oriented business in the industry. We are constantly looking at customer experience and how this can be improved so we’re not just stopping there. We’re committed to driving better CX in our business and we’ll have more to share in this space throughout 2020.

 

Noah Roychowdhury, Head of Customer Intelligence

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