How QTS Data Centers Puts Customer Experience First

Customer experience is not a marketing slogan at QTS Data Centers (QTS) but a central pillar of its data centre strategy, shaping investment decisions from software platforms to staffing models. 

The company positions its "Powered by People" culture as the foundation of long-term partnerships, with teams encouraged to solve problems proactively rather than simply meet service levels. 

A key proof point is QTS's industry-leading Net Promoter Scores, sustained at the top of the sector for several years running, signalling consistent customer advocacy in a demanding market.

Inside QTS's Operations Support Center

QTS consistently announces industry-leading customer service metrics, having maintained top-tier NPS scores for nearly a decade. Independent NPS surveys rank the company at the top of the data centre sector for overall satisfaction and brand perception. 

"QTS is driven by a commitment to the customer experience and we are pleased to maintain our industry-leading NPS ranking," said David Robey, Co-CEO at QTS. This emphasis on measurable outcomes underpins the company's strategy to differentiate on service in a market where power, space and connectivity increasingly look commoditised.

At the operational layer, QTS has built a multi-tier Operations Support Center (OSC) acting as the central point of contact for every customer, handling all incidents, inquiries and day-to-day issues across its portfolio. 

The OSC operates 24/7, staffed by team leads, engineers and support representatives whose remit goes beyond ticket closure to maintaining the highest levels of customer satisfaction. QTS engineers describe the OSC as a premium example of the firm's customer experience model, ensuring consistent service regardless of site or region.

Crucially, QTS extended this model into Europe, launching OSC services across European locations in June 2025. QTS framed the OSC as not merely about customer support but about a commitment to reliability and excellence, recognising that timely, expert support is essential as enterprises and hyperscalers grow workloads in new markets. 

By aligning global processes, telemetry and escalation paths, the OSC becomes both a service desk and a strategic control point, ensuring incident feedback feeds directly into platform and process improvements.

Service Delivery Platform and data-driven transparency

QTS's Service Delivery Platform (SDP) is the digital counterpart to the OSC, offering customers real-time visibility and control over their environments from any device. 

The SDP collects and surfaces telemetry from power, connectivity and asset management systems, allowing customers to visualise, operate and optimise data centre operations remotely. In 2023, QTS added three new real-time visualisation applications to SDP, complementing its Smart Family of remote management tools.

"SDP leverages years of digitisation and telemetry that connect our customers to our data centres through software," said Brent Bensten, Chief Technology Officer at the time of announcement. "Today, QTS's data centres are born smart and born connected." 

The company reports an overall NPS score of 85, underscoring the company's emphasis on customer satisfaction. Identity and access management is integrated into SDP, with customers able to manage site access, view badge activity and align physical security with digital permissions in a single interface.

Voice of the customer and iterative improvement

QTS's customer experience strategy relies on a formal voice-of-the-customer programme that translates user feedback into concrete changes. 

Customer-led enhancements include expanding Wi-Fi coverage across data halls, enabling self-service access to maintenance records and adding visitor reservation and badge tracking tools. SDP dashboards have also been redesigned to be more customisable, allowing teams to tailor views and workflows to their operational needs.

These incremental changes add up to a more navigable environment for operations teams managing hybrid estates and multiple colocation sites. 

By closing the loop between feedback and product development, QTS signals that customer experience directly shapes platform features and on-site services – aligning with broader industry shifts towards co-creation in digital infrastructure.

Europe, scale and the next phase

QTS's European expansion, across campuses in the northern Netherlands and the United Kingdom, provides a testing ground for its customer experience strategy at greater scale.

Recent leadership changes – including the appointment of David Robey and Tag Greason as Co-CEOs in April 2025 – come as QTS pushes beyond 90 data centres live or under development, with more than 5GW of contracted power capacity under customer contract.

The decision to export both OSC and SDP to Europe simultaneously signals that QTS views customer experience as a scalable system, not a US-only differentiator. 

With markets tightening around sustainability, location and power, QTS's bet is that transparent, software-led operations and a responsive support culture will remain decisive factors in customer choice.