Case Study: Coca-Cola HBC achieves greater internal collaboration and customer centricity with CustomerGauge

How Coca-Cola HBC Is Breaking Down Internal Silos With NPS

Coca-Cola HBC, a strategic bottling partner for Coca-Cola across 29 markets, wanted to break down internal silos and strengthen customer centricity across departments. Using CustomerGauge, the company launched a new CX program based on Net Promoter Score (NPS) to make internal and customer feedback more transparent and help teams identify where collaboration and service speed needed improvement.

CustomerGauge helped Coca-Cola HBC implement cross-functional NPS surveys with simple feedback questions across multiple segments, giving leaders clear insight into tensions and opportunities. The pilot exceeded expectations with a 51% participation rate and generated about 200 reports, enabling functional leaders to see where teams were aligned, where pain points existed, and how to improve collaboration and efficiency.

Coca-Cola HBC

Natasa Prodanovic

Head of Lean and Agile Center of Excellence