At Colt we put the customer at the heart of everything we do. This is a commitment backed by the leadership and every colleague in the business. We use Net Promoter Score(NPS) as a reliable measure of customer experience (CX) – it forms a fundamental part of what helps us monitor and deliver our CX performance.
This quarter we reported an NPS of 52 – which equals the highest NPS we have achieved as a business. Based on Satmetrix ‘Telecommunications 2018 B2B Benchmark’ this puts us firmly in industry leading territory for customer experience.
At Colt there is no room for complacency. We realise that the challenge of maintaining a high NPS score is often harder than getting there in the first place. With this as backdrop we have started designing customer intelligence programmes that help us get closer to the customers, so that we can spot patterns of dissatisfaction and act in a targeted manner to improve our CX performance.
Machine Learning is helping us get even better
We are using bespoke machine learning to analyse qualitative data from surveys, contact centres and online tickets. This helps us to understand the customer from a range of perspectives. While our machine learning efforts are in their early days – we are already beginning to see the benefits of focussing our efforts in key areas of the CX mix.
In parallel, we have invested our efforts on the more tried and tested methods of collecting customer feedback by putting in place a regular programme of customer interviews. These conversations are helping us get under the skin of customer concerns and develop new ways of working with customers.
We realise that maintaining and growing our high NPS customer experience standards will be a challenge, but by listening and staying close to the customer we are confident that we can continue to build on our success.
Noah Roychowdhury is the Head of Customer Intelligence at Colt