Coca-Cola Hellenic Bottling Company (CCHBC)

CCH · LSE · Consumer Staples

Verdict: Coca-Cola Hellenic Bottling Company (CCHBC) shows a leadership position in public customer-centricity evidence, scoring 10.0/10 in this automated assessment of publicly available material. Top marks were earned with a customer satisfaction metric referenced in public materials, discussed on the open website, with score improvement trend and programme detail published. This report is based solely on publicly available evidence — internal programmes not reflected in public documents are not captured.

A +

10 / 10

Leading — strong public evidence

Scorecard

💬 Customer language

3 / 3

Customer language appears consistently across multiple pages and investor materials, signalling that serving customers is a named organisational priority.

🔄 CX programme evidence

3 / 3

Customer experience is acknowledged as a discipline, with references to feedback or service improvement appearing in official materials.

📊 Measurement proof

3 / 3

NPS or a named customer metric is mentioned in public documents, though no specific score is published.

🤝 Commitment depth

1 / 1

Some evidence of customer commitment depth, though executive accountability for CX metrics is not explicitly demonstrated in public materials.

Overall score

Score of 10.0/10: the company demonstrates leadership in customer-centricity signals. As of now, this is a maximum score in 2026. At this level further improvement is difficult — the focus shifts to maintaining the position as other companies start to compete.

10/10

Evidence

Sorted by rubric tier descending — Tier 3 (named measurement) and Tier 4 (commitment depth) are the rarest and most differentiating signals. A single source page may satisfy several criteria (e.g. [T3a] + [T3b] + [T3c] stacked).

[T4] CX governance and strategic commitment Weak View ↗

insights to drive revenue growth. In 2024, the Net Promoter Score® metric applied through CustomerGauge 'voice of customer' software reached 65%. Our Net Promoter Score increased from 59 to 65, in pa…

[T4] CX governance and strategic commitment Weak View ↗

Revenue growth management RGM enables us to drive premiumisation and smart Our Net Promoter Score has increased from 59 to 65, in part a reflection of increasing the number of resolved customer cases…

[T4] CX governance and strategic commitment Weak View ↗

esults for the year ended 31 December 2025 - 10 February 2026 Our Net Promoter Score increased from 66 to 78 in 2025, as we continued to leverage our CustomerGauge 'voice of customer' software across…

[T4] CX governance and strategic commitment Weak View ↗

Cultivate the potential of our people Growth pillars Strategic Report Our internal NPS score improved to 30 in November from 15 in February. We are also improving how we collaborate across functions,…

[T3a] NPS, CSAT, or named metric explicitly mentioned [T3b] Named metric on a public web page (not only in PDF) [T3c] Actual score or trend published Strong View ↗

ning to our customers more frequently, and we enhanced our ability to capture more data and actionable insights to drive revenue growth. In 2024, the Net Promoter Score® metric applied through Custom…

[T3a] NPS, CSAT, or named metric explicitly mentioned [T3c] Actual score or trend published Strong View ↗

[T3a] NPS, CSAT, or named metric explicitly mentioned Strong View ↗

CCH – 2023 Full-year results Conference call script – 14 February 2024 Affordability and improving our NPS scores with our customers. As well as delivering results today, we have invested for future g…

[T3a] NPS, CSAT, or named metric explicitly mentioned [T3b] Named metric on a public web page (not only in PDF) [T3c] Actual score or trend published Strong View ↗

[T2a] CX named as a discipline [T2b] Customer listening or feedback mechanism [T2c] Acting on feedback or CX in reporting Medium View ↗

2021. To remain competitive, we ensure that we listen and respond to every customer. In 2021 we made step changes to empower our salespeople to drive customer-centric behaviours and 'close the loop'…

What Coca-Cola Hellenic Bottling Company (CCHBC) is doing well

Coca-Cola Hellenic Bottling Company (CCHBC) publishes a named customer satisfaction metric alongside supporting programme detail — a combination very few companies in this benchmark reach. This signals genuine measurement discipline rather than aspirational language.

Customer-focused language runs consistently across the public website and investor materials, reinforcing that customer outcomes are a strategic priority rather than a marketing afterthought.

What is missing

At this score, there are no material gaps in the public evidence reviewed. The only visible lever is sustaining the cadence — keeping the published metric current and refreshing programme narrative as it evolves.

Analyst implication: Coca-Cola Hellenic Bottling Company (CCHBC) has all the ingredients of a customer-centric company, and is an example for many other companies to follow. Could it go further? Continuing to refresh published scores and describing the closed-loop feedback process in more detail would keep the company on top as other companies start to compete.

How Coca-Cola Hellenic Bottling Company (CCHBC) could improve its ranking

Maintain the published metric with each reporting cycle. Companies that keep their score visible and current protect the leadership signal against challengers who start publishing theirs.

Add a short case study or named example of feedback acted upon. This moves the narrative from 'we measure' to 'we change things' — a credible differentiator once measurement becomes table stakes.

Suggested website text

Want to improve this grade?

See what world-class customer-centricity looks like and what changes would move the needle for Coca-Cola Hellenic Bottling Company (CCHBC).

How to increase the grade →

Recommended copy · About Us page · Net Promoter Score version

Listening to our customers' voice: We regularly gather customer feedback to understand what is working well, where improvements can be made, and how we can deliver a stronger experience. We measure customer loyalty through structured feedback methods, including the Net Promoter Score (NPS), as well as operational and quality indicators. We use this feedback to drive continuous improvement, strengthening our long-term customer relationships.

💡 Why this improves your score: Publishing this on the About Us page would move Coca-Cola Hellenic Bottling Company (CCHBC) from T3a (NPS named in PDFs) to T3b (NPS visible on a public web page) — worth +1 point. If you add the actual score, that's T3c and worth +2 points total. Only ~3% of public companies do this. See full scoring methodology →

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