Industry leading customer service

HomeWhy Colt?Industry leading customer service

People expect the same in B2B as they do in the consumer world, but most of the telecoms industry hasn’t kept up with the pace. In fact, old-school telcos can be slow and hard to deal with. At Colt, we know that's just not right.

At Colt, we go above and beyond for our customers with our vision to be the most customer-oriented company in our industry. We recently celebrated a record high NPS score of 73 for Q2 2022 in Europe and won Best In Class NPS at the CX Telecoms, Media & Tech Exchange Awards.​

​About NPS
Net promoter score is a widely used market research metric that typically takes the form of a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague.​ It's a key indicator of a company’s ability to meet their customers’ needs and a strong NPS score is synonymous with consumer loyalty and satisfaction.

We work harder for you

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We deliver 1165 network upgrades each month

We're always adding capacity, introducing new technology and getting to problems before they arise.

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We will pick up the phone, on average, in 18 seconds

When you need support, we won't keep you waiting - and we're investing in even more customer-facing people to bring you services better.

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90% of our services have automatic monitoring

With our new monitoring system, we'll get started on a fix before you've even noticed a difference.

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6 Languages spoken across support

We work where you work, and you'll always get directed to the right place to suit your issue and locality.

Making meaningful changes

We're always listening for new ways to improve our services, and we're constantly using that insight to iterate a better experience for you as a customer.

We also want to be transparent about where we can improve, how we can listen and all the improvements we can still implement to make your experience as a customer even better. See below some of the ways we're making meaningful changes to our services thanks to your ongoing communication.

Right the first time, and then every time after that.

We know first impressions count. As a Colt customer you can expect a personal service, including a personal email from one of our Directors within 24 hours of you joining, a welcome call and a dedicated order owner. 

We’ve also got the processes in place to make sure you’re getting what you need, when you need it. You’ll have a contractual delivery date within three working days and we’re cutting down lead times by working more closely with our suppliers. 

Services you can count on.

We work hard to keep our network up and running.

We own the fibre making up the Colt IQ Network which means we can get straight to any problems and fix them quickly. We’ve set up automatic notifications to quickly spot issues and we’ve got 24/7 network monitoring to ensure reliability.

Our service is centred around support and we have multiple technical teams on the end of the phone if you need them.

Customer first, always.

We work to understand what you need and know a good experience isn't one size fits all.

We’ve been investing in customer support, which means we’ve got the people, as well as the technology to provide a personalised service.

Whether it’s advice on the phone or help over online chatwe work in a way that suits you best.  

What our customers have to say

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ATOS

"Colt were much faster in delivery than our previous supplier and we able to save over 30% by moving to the Colt solution. If we had to rate Colt it would be 10 out of 10.”

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Stefan Truthaen - hhpberlin

"We're very pleased with the customer service, infrastructure and expertise of Colt, and we're moving our entire organisational structure to the cloud."

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Steen Andersen - Netgroup

"Delivering a project like this in 6 weeks was the fastest Netgroup has ever achieved - and was only possible because of the willingness & effectiveness of the teams from Colt."

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Based on its recent analysis of the European business network services market, Frost & Sullivan has recognised Colt with the 2021 European Customer Value Leadership Award.

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