In 2015, Colt Data Centre Services (DCS) established itself as a standalone business and having a highly differentiated CX became a top priority. We selected CustomerGauge to get real- time feedback that translates customer insights into practical actions for the business.
Using CustomerGauge, we quickly rolled out their Net Promoter® program to start collecting customer feedback at many transactional touch points across the customer journey, as well as with periodic relationship and product surveys. We optimized our CX program adding multi-language NPS surveys, which allowed us to tap into a wider audience and increase the amount of valuable customer feedback.
Thanks to real-time feedback and Digital Signage showing live customer comments and Net Promoter Scores, our team is more aligned in improving the customer experience.
We increased our NPS from +17 to +54 in four years across all customer segments. Review collected by and hosted on G2.com.