Seamless, frictionless, painless: it’s what customers want these days. It’s what they always wanted really and it’s the promise of the digital era – making things easier for people. But ‘ease of doing business’ is not generally something that companies set out to measure specifically. That typically gets subsumed into larger customer experience concepts like Net Promoter Score (NPS).
At Colt Technology Services, NPS has had a dual function, enabling the network and communications service to not only assess how a business relationship is functioning, but also to understand how transactional touchpoints are performing.
At 64, Colt’s NPS is well...