Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#
BA Domain:
Business Value Driver: increase customer satisfaction
Capability: EXP
Last Used:
Long FxMetric ID: CM-CE-6b
Reporting Detail:
Accuracy: 2
FxMetric UUID:
Responsibility: BMS
Capture Period: Month
Legacy Name: NPS (Transactional)
Metric Special Name:
Metric Value Type:
Preferred: High
Metric Type: Ratio over 1
State:
Entry Date: 12/15/2012
Short Metric ID:
Units: Percent
Transactional 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 transactional NPS is the score measured at the end of a transaction with a customer. It measures the process the customer interacted with. 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 try to use the modifying detail to indicate the touchpoint the score covers. Only use the no modifying detail option if you do not differentiate transactional NPS by touchpoint. Please note that this metric relates to consumer and SME customers.
Legacy Denominator FxMetric ID: 279
Legacy Denominator Name:
Legacy Factor:
Legacy FxMetric ID: 108
Legacy Numerator FxMetric ID: 283
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