Introducing Colt's CX challenge
Colt is a network and communications provider with a $2bn annual turnover, operating in 212 cities, supporting 51 metropolitan networks, responsible for powering 84% of the world's communications. To say Colt maintains society's traction isn't an exaggeration. Given this responsibility, Colt always wants to improve its customer experience (CX).
Colt uses net promoter score (NPS) to measure CX quality and organic growth capabilities. Until January 2019, Colt pursued this objective like most businesses – issuing the traditional NPS question and verbatim text follow-up to explain scores after customers engage with them. However, even after follow-up interviews,...