Verdict: Coca-Cola Hellenic Bottling Company (CCHBC) shows early-stage public customer-centricity evidence, scoring 10.0/10 in this automated assessment of publicly available material. A customer satisfaction metric is referenced in public materials, though a specific score or programme detail has not been 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 early-stage customer-centricity signals. The gap to a score of 5+ is typically bridged by publishing a named customer metric and adding explicit programme language to the website.
Win in the Marketplace | Coca-Cola HBC We launched CustomerGauge, a new digitally enabled customer experience feedback approach, across all…
[T2b] Customer listening or feedback mechanismMediumView ↗
ability to capture more data and actionable insights to drive revenue growth. In 2024, the Net Promoter Score® metric applied through Custo…
[T2c] Acting on feedback or CX in reportingMediumView ↗
nsure that we listen and respond to every customer. In 2021 we made step changes to empower our salespeople to drive customer-centric behav…
What Coca-Cola Hellenic Bottling Company (CCHBC) is doing well
Coca-Cola Hellenic Bottling Company (CCHBC) references customer satisfaction or feedback in its public materials, suggesting that customer outcomes are tracked internally. This provides a credible foundation — the next step is to surface that evidence publicly.
Customer language features in the company's communications, including website copy and investor materials. The tone suggests customers are considered a genuine priority rather than an afterthought.
What is missing
A customer satisfaction metric is mentioned but no specific score is published. Moving the metric from a passing reference to a prominently cited figure — even in an investor presentation — would significantly strengthen the public signal.
The CX programme is referenced but not described in sufficient detail. Adding specifics — feedback frequency, review process, or an example of action taken — would substantially strengthen the narrative.
Analyst implication: Coca-Cola Hellenic Bottling Company (CCHBC) has the early ingredients of a customer-centric company. A targeted update to its public communications — publishing an NPS score and describing the feedback loop — would move the grade from 10 to 6+ and position it as a credible customer-led business.
How Coca-Cola Hellenic Bottling Company (CCHBC) could improve its ranking
Elevate the NPS reference from a footnote to a featured metric. Citing the score prominently — on the website and in earnings materials — signals genuine accountability rather than occasional mention.
Add a 'How we listen to customers' paragraph to the corporate website. Describing the feedback cadence, who reviews results, and one example of action taken demonstrates that customer listening is operational, not aspirational.
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).
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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