How Colt's Net Easy Score complements NPS

Looks at how Colt Technology Services developed a Net Easy Score (NES) to better understand the impact of everyday interactions with its customers.

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 compani