Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#
BA Domain:
Business Value Driver: decrease problems -> increase customer satisfaction; decrease problems -> decrease operating cost
Capability: ASR
Last Used:
Long FxMetric ID: A-CE-4a
Reporting Detail:
Accuracy: 2
FxMetric UUID:
Responsibility: BMS
Capture Period: Month
Legacy Name: % Of Incidents That Are Reported More Than Once By the Customer
Metric Special Name:
Metric Value Type:
Preferred: Low
Metric Type: Ratio
State:
Entry Date: 9/30/2012
Short Metric ID:
Units: Percent
customer experience of effectiveness of the Assurance Process by assessing the percent of incidents that are reported more than once by the customer relative to the total number of customer reported incidents
Alt-Cat1: Customer Experience
Alt-Cat2: Assurance
Alt-Cat3: Reliability
Category: Business Metric
Measurand: occurrence.customer_incident
Metric Level:
Metric State: Active
Metric Topic:
Legacy Denominator FxMetric ID: 239
Legacy Denominator Name: Total number of incidents closed during period
Legacy Factor:
Legacy FxMetric ID: 59
Legacy Numerator FxMetric ID: 167
Legacy Numerator Name: Number of contacts regarding incident (service problem) that are defined as re-reports (based on reason codes)
Legacy Prose Ratio: 167: Number of contacts regarding incident (service problem) that are defined as re-reports (based on reason codes) / 239: Total number of incidents closed during period
Number of incident re-reports / total number of customer reported incidents
This was created from the Frameworx 16.5 Model