Colt Technology Services, the network and communications service, is using a Net Easy Score (NES) to help it improve its customer experience – and its overall NPS – by taking mitigating actions far sooner than it would previously have done.

Why it matters

Net Promoter Score (NPS) is an industry benchmark but it’s a very broad metric and doesn’t capture all the nuances of a business relationship. A Net Easy Score (NES), however, measures the many ‘micro-transactions’ that take place.

Takeaways

• NES helps a brand not only gauge the ease of doing business with it but also gives it...