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Frameworx Metric: % Customer Incidents Reported More than Once

Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#

BA Domain:

Business Value Driver: decrease problems -> increase customer satisfaction; decrease problems -> decrease operating cost

Capability: ASR

Last Used:

Long FxMetric ID: A-CE-4a

Reporting Detail:

Accuracy: 2

FxMetric UUID:

Responsibility: BMS

Capture Period: Month

Legacy Name: % Of Incidents That Are Reported More Than Once By the Customer

Metric Special Name:

Metric Value Type:

Preferred: Low

Metric Type: Ratio

State:

Entry Date: 9/30/2012

Short Metric ID:

Units: Percent

customer experience of effectiveness of the Assurance Process by assessing the percent of incidents that are reported more than once by the customer relative to the total number of customer reported incidents

Alt-Cat1: Customer Experience

Alt-Cat2: Assurance

Alt-Cat3: Reliability

Category: Business Metric

Measurand: occurrence.customer_incident

Metric Level:

Metric State: Active

Metric Topic:

Legacy Denominator FxMetric ID: 239

Legacy Denominator Name: Total number of incidents closed during period

Legacy Factor:

Legacy FxMetric ID: 59

Legacy Numerator FxMetric ID: 167

Legacy Numerator Name: Number of contacts regarding incident (service problem) that are defined as re-reports (based on reason codes)

Legacy Prose Ratio: 167: Number of contacts regarding incident (service problem) that are defined as re-reports (based on reason codes) / 239: Total number of incidents closed during period

Number of incident re-reports / total number of customer reported incidents

Business Metric % Customer Incidents Reported More than Once

Appears on these diagrams:

is a more detailed diagram for the

Frameworx Metrics (numerator)

Frameworx Metrics (denominator)

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This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:54