Production versionIG1303A Customer Experience Metrics – Use Case supporting Resource/Realization ‘customer dissatisfaction rate’ v1.0.0
- Maturity level: General availability (GA)
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Created By: Customer Experience Management
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