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Frameworx Metric: # Customer Requests (x1000) per Customer

Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#

BA Domain:

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

Capability: CRM

Last Used:

Long FxMetric ID: CM-CE-3a

Reporting Detail:

Accuracy: 1

FxMetric UUID:

Responsibility: BMS

Capture Period: Month

Legacy Name: Volume Of Customer Requests

Metric Special Name:

Metric Value Type:

Preferred: Low

Metric Type: Ratio

State:

Entry Date: 9/30/2012

Short Metric ID:

Units: Number

customer experience of effectiveness by assessing the number of customer requests relative to the total number of customers

Alt-Cat1: Customer Experience

Alt-Cat2: Customer Management

Alt-Cat3: Usability

Category: Business Metric

Measurand: occurrence.customer_request, stakeholder.customer

Metric Level:

Metric State: Active

Metric Topic:

A customer could have multiple access lines or services. Note: Answer table will multiple by 1000. You should provide the number of Requests.

Legacy Denominator FxMetric ID: 231

Legacy Denominator Name: Total number of customers

Legacy Factor:

Legacy FxMetric ID: 31

Legacy Numerator FxMetric ID: 171

Legacy Numerator Name: Number of customer contacts*1,000

Legacy Prose Ratio: 171: Number of customer contacts*1,000 / 231: Total number of customers

Number of customer requests *1,000 / Total number of customers

Business Metric # Customer Requests (x1000) per Customer

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 22:52