We’ve just got our Q3 2022 NPS scores and have matched our record for Asia, while in Europe we’ve now recorded 70+ scores in every quarter this year. This incredible achievement is the result of hard work from all customer facing Colties, and shows the value we put into delivering a genuinely industry leading customer experience.
NPS is just one of the ways we track customer experience alongside customer interviews, Net Easy score and machine learning analysis, and it all forms part of the bigger customer experience picture. Our ambition is to make it as easy as possible to do business with Colt and for that experience to be as quick, friendly and personalised as we can.
In Europe our NPS is 72 – remaining over 70 for all of 2022 so far – and in Asia we’re up four points from Q2 to 51, matching the record set in Q3 2021. Compared to the wider telco industry , where the average is 31, Colt remains ahead of the competition by a considerable distance.
This focus on customer experience is perhaps more important than ever. We know customers are facing up to a range of new pressures, whether that’s on prices and operational costs, attracting and retaining talent or higher expectations from their customers. This means that the service we deliver really matters, and when we do it well and work with customers to meet their goals, together we achieve so much more.
Find out more about Colt’s customer experience.
Noah Roychowdhury is Head of Customer Intelligence, Colt Technology Services