IG1303A Customer Experience Metrics – Use Case supporting Resource/Realization ‘customer dissatisfaction rate’ v1.0.0

This use case focuses on the Resource / Realization Score  (ODE grid 6,2) – ‘Customer Dis-satisfaction Rate’ metrics described in IG1303. The use case describes how Hong Kong Telecom (HKT) measures the ‘Customer Dis-satisfaction Rate’ and subsequent method in reducing customer dis-satisfaction and gaining a tangible outcome. 

General Information

Document series: GB1303A
Document version: 1.0.0
Status: TM Forum Approved
Document type: Introductory Guide
Team approved: 09-Jun-2023
IPR mode: RAND
Published on: 09-Jun-2023
TM Forum Approved: 04-Aug-2023
Date modified: 04-Aug-2023