Case Study: Colt Data Centre Services achieves a +26-point NPS increase with CustomerGauge

Colt DCS CX Strategy and Focus Leads to +26 NPS® Increase

Colt Data Centre Services (Colt DCS) is a leading carrier‑neutral data centre operator that, after spinning out as a standalone business in 2015, prioritized a differentiated, customer‑centric experience. The company lacked a real‑time CX platform, multi‑language surveying, integrated reporting and closed‑loop tools, and needed better visibility of customer feedback to drive management buy‑in and cross‑team accountability.

Colt DCS partnered with CustomerGauge to deploy a real‑time Net Promoter® program with transactional and relationship surveys, multi‑language support (6 languages), driver analysis, hierarchical reporting, live digital signage and a fast closed‑loop “fire‑fighting” process. In two years this drove a +26 NPS increase (from +17 to +43), a CSAT of 83 for top revenue customers, 100% of detractors contacted within 48 hours, and improved employee engagement and management alignment on CX improvements.

Colt Data Centre Services

Carla Haines

Director of Customer Retention