Introducing Colt and its CX challenge
Colt is a network and communications provider with a $2bn annual turnover. It operates in 212 cities and supports 51 metropolitan networks. Colt powers 84% of the world's communications, keeping 51 cities connected. To say Colt maintains society's traction isn't an exaggeration. Given this responsibility, Colt continuously strives to improve its customer experience (CX).
Like many businesses, Colt uses net promoter score (NPS) to measure CX quality. Up until January 2019, Colt pursued this objective like everyone else – issuing a traditional NPS questionnaire and a verbatim follow-up to explain scores in more detail...