Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#
BA Domain:
Business Value Driver: increase customer satisfaction
Capability: EXP
Last Used:
Long FxMetric ID: CM-CE-6a
Reporting Detail:
Accuracy: 2
FxMetric UUID:
Responsibility: BMS
Capture Period: Month
Legacy Name: NPS (Relational)
Metric Special Name:
Metric Value Type:
Preferred: High
Metric Type: Ratio over 1
State:
Entry Date: 12/15/2012
Short Metric ID:
Units: Percent
Relational Net Promoter® Score
Alt-Cat1: Customer Experience
Alt-Cat2: Customer Management
Alt-Cat3: Ease of Doing Business
Category: Business Metric
Measurand: stakeholder.customer
Metric Level:
Metric State: Active
Metric Topic:
Note that the relational NPS is the score measured periodically over the lifetime of a customer. It measures the relationship, rather than the process the customer interacted with. It is used to measure the Net Promoter® Score of the overall brand/offering. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld. The standard Net Promoter® Score question asked of the customer is: How likely is it that you would recommend [your company] to a friend or colleague? The answer is on a scale of 0-10, where 10 is extremely likely. Please note that this metric relates to consumer and SME customers.
Legacy Denominator FxMetric ID: 279
Legacy Denominator Name:
Legacy Factor:
Legacy FxMetric ID: 107
Legacy Numerator FxMetric ID: 280
Legacy Numerator Name:
Legacy Prose Ratio: N/A
% of promoters (9-10 in likely to recommend scale) - % or detractors (0-6 in likely to recommend scale)
This was created from the Frameworx 16.5 Model