Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#
BA Domain:
Business Value Driver: decrease excessive contacts -> increase customer satisfaction; decrease excessive contacts -> decrease operating cost
Capability: CRM
Last Used:
Long FxMetric ID: CM-CE-3a
Reporting Detail:
Accuracy: 1
FxMetric UUID:
Responsibility: BMS
Capture Period: Month
Legacy Name: Volume Of Customer Requests
Metric Special Name:
Metric Value Type:
Preferred: Low
Metric Type: Ratio
State:
Entry Date: 9/30/2012
Short Metric ID:
Units: Number
customer experience of effectiveness by assessing the number of customer requests relative to the total number of customers
Alt-Cat1: Customer Experience
Alt-Cat2: Customer Management
Alt-Cat3: Usability
Category: Business Metric
Measurand: occurrence.customer_request, stakeholder.customer
Metric Level:
Metric State: Active
Metric Topic:
A customer could have multiple access lines or services. Note: Answer table will multiple by 1000. You should provide the number of Requests.
Legacy Denominator FxMetric ID: 231
Legacy Denominator Name: Total number of customers
Legacy Factor:
Legacy FxMetric ID: 31
Legacy Numerator FxMetric ID: 171
Legacy Numerator Name: Number of customer contacts*1,000
Legacy Prose Ratio: 171: Number of customer contacts*1,000 / 231: Total number of customers
Number of customer requests *1,000 / Total number of customers
This was created from the Frameworx 16.5 Model