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Frameworx Metric: Net Promoter Score, Transactional (NPS-T)

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)

Business Metric Net Promoter Score, Transactional (NPS-T)

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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 22:56