GB962A Lifecycle Metrics R15.0.1

Frameworx Best Practice
Customer Experience
Management
Lifecycle Metrics
Customer Experience Management Solution Suite

GB962 Addendum A
Release 15.0.1
December 2015
Latest Update: Frameworx Release 15

Version 2.5.3
TM Forum Approved
IPR Mode: RAND
TM Forum 2015. All Rights Reserved.
Lifecycle Metrics
Customer Experience Management Solution Suite R15.0.1
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Table of Contents
Notice............................................................................................................................................. 2
Table of Contents ......................................................................................................................... 5
List of Figures............................................................................................................................. 12
Executive Summary ................................................................................................................... 13
1. Introduction ............................................................................................................................. 14
1.1. Uses............................................................................................................................ 14
1.2. Document Structure.................................................................................................... 15
1.2.1. Main Body ........................................................................................................... 15
1.2.2. Appendices.......................................................................................................... 15
2. CXM Metrics Framework ........................................................................................................ 16
2.1. Customer Experience Lifecycle .................................................................................. 16
2.2. Metrics Groups ........................................................................................................... 17
2.2.1. Per-Customer Metrics ......................................................................................... 17
2.2.2. Per- Enterprise Customer Metrics ....................................................................... 17
2.2.3. Functional Metrics ............................................................................................... 17
2.3. Metric Codes .............................................................................................................. 18
2.4. Metric Dimensions ...................................................................................................... 18
2.5. Touch Points, Channels and Journeys ...................................................................... 20
2.6. Calculating Customer Experience .............................................................................. 21
3. Collecting Subjective Data ..................................................................................................... 22
4. Be Aware (Observe, Learn, React) ........................................................................................ 23
4.1. Per-Customer Metrics................................................................................................. 23
4.1.1. Social Network .................................................................................................... 23
4.1.2. Advertising Effectiveness .................................................................................... 23
4.2. Per-Enterprise Customer Metrics ............................................................................... 23
4.2.1. Brand Value......................................................................................................... 23
4.2.2. Choice of Products and Services ........................................................................ 23
4.2.3. Customer Service Manager Experience ............................................................. 24
4.3. Functional Metrics....................................................................................................... 25
4.3.1. Advertising Effectiveness .................................................................................... 25
4.3.2. Market Presence ................................................................................................. 26
4.3.3. Brand and Reputation ......................................................................................... 26
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4.3.4. Choice of Products and Services ........................................................................ 27

4.3.5. Retail Outlet Performance ................................................................................... 28
4.3.6. Other Channel Performance ............................................................................... 29
4.3.7. Marketing Efficiency ............................................................................................ 31
4.3.8. Trust .................................................................................................................... 31
5. Interact (Request Detail, Reserve)......................................................................................... 33
5.1.1. Enquiries.............................................................................................................. 33
5.1.2. Retail Outlet Performance ................................................................................... 33
5.3.1. Retail Outlet Experience...................................................................................... 34
5.3.2. Other Channel Experience .................................................................................. 35
5.3.3. Customer Service Representative Experience ................................................... 35
6. Choose (Select Product, Place Order, Receive) .................................................................. 36
6.1.1. Sales Performance.............................................................................................. 36
6.1.2. Delivery Performance.......................................................................................... 37
6.1.3. Mobile Number Portability ................................................................................... 39
6.1.4. On-site Installation Performance ......................................................................... 40
6.1.5. Trust .................................................................................................................... 43
6.1.6. Account Activation Performance ......................................................................... 43
6.1.7. Service Activation Performance .......................................................................... 44
6.2.1. Quotation Performance ....................................................................................... 45
6.2.4. On-Site Installation Performance ........................................................................ 48
6.2.7. Service Activation Performance .......................................................................... 50
6.3.1. Channel Performance ......................................................................................... 50
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6.3.2. Ordering Performance......................................................................................... 51

6.3.3. Retail Outlet Experience...................................................................................... 51
6.3.4. Other Channel Experience .................................................................................. 52
6.3.5. Customer Service Representative Experience ................................................... 53
6.3.8. On-Site Installation Performance ........................................................................ 54
6.3.10. Service Activation Performance ........................................................................ 55
7. Consume (Use, Review Use, Evaluate Value)...................................................................... 57
7.1. Wireless Per-Customer Metrics.................................................................................. 57
7.1.1. Voice Service ...................................................................................................... 57
7.1.2. Data Service (Web) ............................................................................................. 58
7.1.3. Data Service (Media Streaming) ......................................................................... 60
7.1.4. Data Service (WAP) ............................................................................................ 63
7.1.5. Messaging Service (MMS) .................................................................................. 64
7.1.6. Messaging Service (SMS)................................................................................... 66
7.1.7. Messaging Service (Email) ................................................................................. 68
7.1.8. Post-Roaming Experience .................................................................................. 70
7.1.9. Wi-Fi Offload........................................................................................................ 71
7.1.10. File Access Service ........................................................................................... 71
7.2. Wireless Per-Enterprise Customer Metrics ................................................................ 72
7.2.1. Network Service Experience ............................................................................... 72
7.2.2. Product Experience ............................................................................................. 74
7.2.3. Security Experience ............................................................................................ 74
7.2.4. Roaming Experience ........................................................................................... 74
7.3. Wireless Functional Metrics........................................................................................ 75
7.3.1. Network NPS....................................................................................................... 75
7.3.2. Network Coverage Experience ........................................................................... 75
7.3.3. Roaming Experience ........................................................................................... 76
7.3.4. Service Experience ............................................................................................. 76
7.3.5. Product Experience ............................................................................................. 77
7.3.6. Availability of Service........................................................................................... 77
7.3.7. Voice Service Consistency.................................................................................. 78
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7.3.8. Data Service Consistency (Web) ........................................................................ 78

7.3.9. Data Service Consistency (Streaming) ............................................................... 79
7.3.10. Data Service Consistency (WAP) ..................................................................... 79
7.3.11. Messaging Service Consistency (MMS) ........................................................... 80
7.3.12. Messaging Service Consistency (SMS)............................................................ 80
7.3.13. Messaging Service Consistency (Email)........................................................... 81
7.3.14. Roaming Service Consistency .......................................................................... 81
7.4. Fixed-Line Per-Customer Metrics............................................................................... 82
7.4.1. Fixed-Line Voice Service..................................................................................... 82
7.4.2. Conference Call Service ..................................................................................... 82
7.4.3. Fixed-Line Data Service ...................................................................................... 82
7.4.4. Service Availability............................................................................................... 83
7.5. Fixed-Line Per-Enterprise Metrics .............................................................................. 84
7.5.1. SDH Performance ............................................................................................... 84
7.5.2. VPN/IP Performance ........................................................................................... 84
7.6. Fixed-Line Functional Metrics..................................................................................... 85
8. Manage (Manage Profile/Service, Receive Help, Receive Resolution) ............................. 86
8.1.1. Manage Service Performance ............................................................................ 86
8.1.2. On-Site Maintenance Experience ....................................................................... 87
8.1.3. Incident Resolution Performance ........................................................................ 87
8.1.4. Complaint Handling Performance ....................................................................... 92
8.1.5. Proactive Complaint Prevention .......................................................................... 94
8.1.6. Compliments ....................................................................................................... 94
8.1.7. Online Portal........................................................................................................ 95
8.1.8. Smartphone Application ...................................................................................... 96
8.1.9. Device Loss ......................................................................................................... 96
8.2.1. Hardware Replacement Performance ................................................................ 98
8.2.2. Incident Resolution Performance ........................................................................ 98
8.2.3. Maintenance Notification Performance ............................................................... 99
8.2.5. Smartphone Application Experience ................................................................. 101
8.2.6. Enterprise Service Request Handling Performance ......................................... 101
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8.3. Functional Metrics..................................................................................................... 104

8.3.1. Customer Service Experience .......................................................................... 104
8.3.2. Customer Service Representative Experience ................................................. 106
8.3.3. Web Site Experience......................................................................................... 106
8.3.4. Smartphone Application Experience ................................................................. 108
8.3.5. Contact Handling and IVR Performance........................................................... 109
8.3.6. Service Configuration Performance .................................................................. 112
8.3.7. Incident Resolution Performance ...................................................................... 113
8.3.8. Complaint Resolution Performance .................................................................. 114
8.3.9. Online Portal...................................................................................................... 115
8.3.10. Hardware Replacement Performance ............................................................ 116
9. Pay (Review Notification, Verify or Dispute, Top-up/Pay) ................................................ 117
9.1. Per-Customer Metrics............................................................................................... 117
9.1.1. Top-Up Performance......................................................................................... 117
9.1.2. Customer Balance............................................................................................. 118
9.1.3. Billing Performance ........................................................................................... 118
9.2. Per-Enterprise Customer Metrics ............................................................................. 120
9.2.1. Billing Query Performance ................................................................................ 120
9.2.2. Bill Satisfaction .................................................................................................. 120
9.2.3. Dunning Performance ....................................................................................... 121
9.2.4. Payment Query Performance ........................................................................... 121
9.2.5. Perceived Value for Money ............................................................................... 122
9.3. Functional Metrics..................................................................................................... 122
9.3.1. Channel Presence............................................................................................. 122
9.3.2. Top-Up Experience ........................................................................................... 124
9.3.3. Billing Efficiency................................................................................................. 124
9.3.4. Bill Satisfaction .................................................................................................. 125
9.3.5. Perceived Value for Money ............................................................................... 125
10.
Renew (Enhance Selection, Renew Contract) .......................................................... 126

10.1. Per-Customer Metrics ............................................................................................ 126
10.1.1. Customers Renewing...................................................................................... 126
10.1.2. Service Renewal Performance ....................................................................... 128
10.1.3. Real-Time Offers ............................................................................................. 128
10.2. Per-Enterprise Customer Metrics ........................................................................... 129
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10.2.1. Service Activation (Renewal) Compliance ...................................................... 129

10.2.2. Contract Renewal Satisfaction ........................................................................ 129
10.3. Functional Metrics .................................................................................................. 130
10.3.1. Channel Availability ......................................................................................... 130
10.3.2. Campaign Effectiveness ................................................................................. 130
10.3.3. Service Renewal Performance ....................................................................... 131
11.
Recommend (Refer Product/Service, Gain Loyalty) ................................................ 132

11.1.1. Loyalty ............................................................................................................. 132
11.1.2. Referral Program Performance ....................................................................... 132
11.1.3. Social Network Sentiment ............................................................................... 133
11.2.1. Loyalty ............................................................................................................. 134
11.3.1. Loyalty ............................................................................................................. 135
11.3.2. Loyalty Program Performance ........................................................................ 136
11.3.3. Referral Program Performance ....................................................................... 137
11.3.4. Social Network Sentiment ............................................................................... 137
12.
Leave (Feedback, Discontinue) .................................................................................. 139

12.1.1. Customers Leaving ......................................................................................... 139
12.1.2. Final Billing ...................................................................................................... 140
12.1.3. Service Cessation ........................................................................................... 141
12.1.4. Mobile Number Portability ............................................................................... 142
12.2.3. Final Billing ...................................................................................................... 145
12.3.1. Churn............................................................................................................... 145
12.3.2. Channel Availability ......................................................................................... 145
13.
Administrative Appendix............................................................................................. 148

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13.1 Document History .................................................................................................... 148

13.3.1. Version History ................................................................................................ 148
13.3.2. Release History ............................................................................................... 150
13.2 Company Contact Details........................................................................................ 151
Acknowledgments .............................................................................................................. 151
Appendix A: CEI Calculation Method..................................................................................... 153
1.
KQI Determination ..................................................................................................... 154
2.
Touch Point KQI Score Determination ...................................................................... 154
3.
Journey and Overall CEI Determination .................................................................... 155
Appendix B: Terms and Abbreviations Used within this Document................................. 156

1.
Terminology ............................................................................................................... 156
2.
Abbreviations and Acronyms ..................................................................................... 156
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List of Figures
Figure 1 CXM Metrics Framework
16
Figure 2 Example Journey and Associated Metrics
21
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Executive Summary
This document complements GB962 Customer Experience Management
Introduction and Fundamentals. It provides a list of metrics designed to allow a
standardized approach to measuring CXM for Digital Service Providers.
A framework for organizing the metrics is provided, together with a simple taxonomy,
based upon the Customer Experience Lifecycle. The bulk of the document contains
metric names and associated definitions, aiming to unambiguously define the metrics
such that common implementations may be developed for their capture, analysis and
benchmarking.
It is anticipated that the metrics included here will be amended and expanded upon
as CEM techniques and methodologies evolve.
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1. Introduction
This document is intended to provide a comprehensive set of Customer Experience
Management (CXM) metrics to allow a standardized approach to measuring CXM for
Digital Service Providers.
The successful implementation of CEM requires a new way of thinking by DSPs. The
emphasis is on managing Customer Experience from the customers outside-in
perspective, recognizing that the customers perceived experience is a function of the
actual experience together with the customers unique history, emotions and
expectations. Where possible, this document aims to identify those metrics which
individually, or more likely in combination, can help to determine each customers
perceived experience of the DSP, thereby enabling actionable insight.
While many metrics will be technology agnostic, equally applicable to all DSPs, it is
recognized that some metrics will be specific to the technology of the DSP service
offering(s). The technology-specific metrics in this version of the document are limited
to Wireless Broadband technology. It is envisaged that future versions of this
document will expand the technology set to include services such as fixed-line, Cable
and IPTV.
1.1.
Uses
The CXM Metrics proposal is intended to be a reference for implementers of CXM
solutions. Solutions which follow the framework and definitions provided here will
enable standardized reports, data presentation and benchmarking on top of the CXM
data, as well as a starting point for farther analysis of CXM data.
The determination of Customer Experience from the customers perspective is a very
complex area, requiring the careful integration of objective and subjective measures.
There is a lot of scope for innovation and proprietary implementation, which this
document should not inhibit. Consequently, for some KQI metrics, although
dimensions and units will be specified, the precise method for calculation will not be
mandated. A suggested method for calculation will be provided, but this is not
intended to be restrictive. If a proprietary, more accurate method of generating the
same metric is available, this may be used, although the resulting metric should have
the same standardized dimensions and units.
Similarly, this document will not address in detail the calculation of higher level CEI
metrics, for example CEIs which represent the entire customer journey. An exemplary
outline calculation methodology is provided in Appendix A. However more detailed
work on this calculation methodology falls under the remit of the TM Forums Big Data
Analytics group. Nevertheless, the intention is that all the relevant metrics required to
build-up higher level CEI metrics will be specified in this document.
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1.2.
Document Structure
1.2.1. Main Body

Executive Summary:
Summarizes the content of this document.
Section 1
Introduction: Provides an overview of this document and an outline
of its structure.
Section 2
CXM Metrics framework: Describes the framework selected to
organize the metrics. Nine different categories of metrics are defined, based upon the
nine stages of the Customer Experience Lifecycle.
Section 3
Collecting Subjective Data: provides general guidelines for
collecting the customer survey and focus group data which is required as input to
some of the metrics.
Section 4-12 Metrics Definitions: provides detailed listings of the CEM metrics.
Each of the nine categories of metrics is addressed in separate sections.
1.2.2. Appendices
Administrative Appendix
provides
document
revision
history,
acknowledgements for work completed and information about the TM Forum.
Appendix A
Example CEI Calculation: A simple methodology for calculating CEI
in order to give context to the CXM metrics.
Appendix B
Terms and Abbreviations
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2. CXM Metrics Framework

2.1.
Customer Experience Lifecycle

It is important to establish a suitable framework within which to identify and organize
the CXM metrics.
The TM Forum Customer Experience Lifecycle model (CxLC) has been selected as
the foundation of the metrics framework for two reasons:1. The CxLC identifies all the key stages in the relationship between the
customer and the DSP, thus facilitating identification of a comprehensive set
of metrics covering the entire Customer Lifecycle.
2. It is widely recognized that Customer Experience cannot be assessed from
single metrics in isolation, but instead should be assessed in the context of
the customers unique journey, taking into account the customers history,
preferences, mood and expectations. Use of the CxLC readily lends itself to
alignment with the individual customer journey.
The resulting CXM metrics framework is shown in figure below:-
Be
Aware
Interact
Choose Consume Manage
Pay
Leave
Web
KPIs/KQIs
Per
Customer
Metrics
Renew Recommend
Channels
Social
IVR
Etc.
Per
Enterprise
Customer
Metrics
Channels
Hotline
CSM
Finance
Functional
Metrics
Functions
Marketing
Care
Network
Etc..
Figure 1 CXM Metrics Framework

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The framework of figure 1 incorporates the nine key stages of the TM Forum CxLC:
Be Aware (Observe, Learn, React)

Interact (Inquire, Request Detail, Reserve)
Choose (Select, Place, Receive)
Consume (Use, Review Use, Evaluate Value)
Manage (Manage Profile/Service, Get Help, Request to Resolve)
Pay (Receive Notification, Verify or dispute, Pay)
Renew (Enhance Selection, Re-contract)
Recommend (Refer Product/Service, Gain Loyalty)
Leave (Feedback, Discontinue)
The primary partitioning of the metrics is against these nine stages, which are
addressed in turn in Sections 4-12.
2.2.
Metrics Groups
In addition to the nine CxLC stages, the framework of figure 1 also identifies three
distinct groups of CXM metrics. Sections 4-12 are each further subdivided to reflect
these 3 metric groupings:-
2.2.1. Per-Customer Metrics

These metrics aim to accurately reflect the Customer Experience from the customers
perspective, providing an outside-in view of the Service Providers operation with
respect to Customer Experience. Measurements are mainly taken at the points where
the customer interacts with the Service Provider, known as touch points. These
metrics are measured or determined on a per-user basis, for example: # Minutes
Queue Time - Retail Outlet
2.2.2. Per- Enterprise Customer Metrics

These are similar to Per-Customer metrics but are specifically designed to measure
the additional touch point experiences which are unique to Enterprise customers,
including MVNO and M2M businesses. Enterprise customers normally pay a
premium, and in return expect special care and consideration, such as dedicated
customer support staff and contractual SLAs. Again, these metrics are measured or
determined on a per-enterprise customer basis.
Note that Per-Customer metrics for each individual user within an enterprise
customer group should also be aggregated up to the enterprise level when this is
appropriate.
2.2.3. Functional Metrics

These metrics measure those areas of the Service Providers operation which directly
impact Customer Experience but are not readily amenable to per-customer
measurement. For example, % Contacts Abandoned. . These are purely objective
measures, providing an inside-out view of Customer Experience. They are intended
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to provide the Service Provider with sufficient data to manage those functions of his
operations which directly affect Customer Experience.
Note that as technology and capability improves, it is anticipated that more and more
functional metrics will evolve into per-customer metrics, i.e. be capable of being
measured on a per-customer basis.
2.3.
Metric Codes
Every CXM metric is associated with a metric code, for example, "I-F-4" is the
metric code for # Seconds Queue Time Sales Hotline. The code naming
leverages the stages of the CxLC described above. A metric is uniquely coded as
follows:<CxLC Stage>- <Granularity> -<Number>
Where CxLC stage is one of:
Be Aware (BA)
Interact (I)
Choose (CH)
Consume (CO)
Manage (M)
Pay (P)
Renew (RN)
Recommend (RC)
Leave (L)
Granularity is one of:
Per Customer (C)

Per Enterprise Customer (E)
Function (F)
Number is typically a sequential integer value, incremented with each new metric. As
new metrics are introduced with successive versions of this document, the number
shall normally be incremented. However, in those cases where new metrics are
closely associated with existing metrics, the number shall be appended by a letter eg.
M-F-19 % First Contact Resolutions (Introduced in V1.5) and M-F-19a % First
Contact Resolutions - No Transfer (Introduced in V2.0).
2.4.
Metric Dimensions
To minimize the total number of discrete metric definitions, a list of suggested
dimensions is provided for each metric against which that metric may be separately
calculated.
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For example, BA-C-1 # Social Network Followers has Social Network ID as a

dimension. Social Network ID should unambiguously identify each separate social
network service, such as Twitter, Facebook, and Wechat. The metric may then be
segmented against each instance of Social Network ID, allowing the number of
followers on Twitter, Facebook etc to be separately reported. There is then no need
to define additional metrics such as # Twitter Followers or # Facebook Followers.
Where possible, dimensions are used throughout this document to reduce the
number of distinct metric definitions, although an exception is made for certain
metrics which are commonly used within the industry.
The dimensions used are shown below: Activity Type
Advertising Channel
ID
App Version
Attribute
Authorised Dealer ID
Balance Type
Bill Type
Bill Amount
Browser ID
Call Type
Called Party Number
Calling Party Number
Campaign ID
Catalogue ID
Cause
Channel ID
Channel Type
Comment Type
Competitor ID
Complaint ID
Complaint Type
Compliment Type
CSM ID
CSR IDCustomer ID
Customer Data Type
Customer Service
Type
Device ID
Device Type
Direct/Indirect
DSLAM ID
Email Server IP
Address
Enterprise Customer
ID
First Month {Y/N}
Focus Group ID
FSR ID
Incentive ID
Incident Type
Link ID
Location
Loyalty Program ID
Market Channel Type
Media Type
Method Type
{NPR/PAC}
Network Element ID
New/Renew
Online Channel ID
Order ID
Originating Cell ID
OS Type
Party Performing
Maintenance
Payment TypeProduct
ID
Promotion ID
Purchase Channel ID
Quotation ID
Referring Customer ID
Region ID
Response Channel ID
Retail Outlet ID
Roaming Country ID
Roaming Network ID
Self-Install {Y/N}
Service Center ID
Service Plan ID
Service Provider ID
Service Type
SIM Card Type
Social Network ID
Source ID
Start Time
Survey ID
Target IP Address
Technology Type
Time of Day
Top-Up Amount
Trigger ID
WAP Page ID
Web Page ID
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ID dimensions should make unambiguous reference to each unique instance of the

dimension. For example Customer ID should be able to uniquely identify each and
every customer.
TYPE dimensions refer to a class of items, thus examples of Complaint Type would
be Billing Error, Network Problem, and Poor Support. The Channel Type dimension
is particularly important, and is discussed further in the next section.
2.5.
Touch Points, Channels and Journeys

Touch point interactions can take many forms, over numerous distinct channels, from
direct face-to-face contact with a customer service representative, to a brief glance at
a billboard advertisement while driving. Often, a specific customer activity can occur
over many possible channels. For example bill payment may occur in a shop, over
the web site, or using the IVR system. Channel Type is therefore an important
dimension to consider within CXM metrics.
The following channels have been considered when compiling this document:
Media/Public Record
Social Networking
Web Site
Retail Outlet Direct and 3rd Party
Customer Service Center
Customer Service Manager
Field Service Representative
IVR
USSD
Call Center
Online Chat (livechat)
Email
DSP Smartphone Application
Host Carrier (MVNO)
In addition the experience may be further modified by these additional channels:
Device (Capability and Usability)

Circuit Switched Network (Voice Service)
SMS Network
DATA Network
With an overlay of channels, the framework can then be populated with metrics
appropriate to each channel and lifecycle activity. A typical non-enterprise customer
journey, showing the mapping of KQIs against lifecycle stage and channel, is shown
in the figure below:-
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Be
Aware
Interact
KQIb
Per
Customer
Metrics
Choose Consume Manage
Pay
KQIc
Renew Recommend
Web
KQIg
KQIa
Channels
KQIf
KQIe
KQId
Leave
Social
IVR
Etc.
Figure 2 Example Journey and Associated Metrics
2.6.
Calculating Customer Experience

It is widely understood that the customers perceived experience is a function of
current and past experiences, together with the customers unique needs,
expectations and emotions. Thus, if we look at the example of figure 2, the overall
customer experience will be a function of KQIa to KQIg, probably calibrated with
some method of subjective input.
As previously mentioned, the complex calculations and algorithms required to
generate accurate CEI metrics are beyond the scope of this document. Instead this
framework will be used to identify the component metrics which would be utilized by
such algorithms. For guidance, an example, outline calculation method is provided in
Appendix 1. Further work in this area will be conducted under the auspices of the TM
Forum Big Data Analytics group.
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3. Collecting Subjective Data

Where possible, this document defines quantitative metrics whose source data can
be automatically and conveniently collected by ICT systems. However, there are
some touch point experiences, for example the customers impression of service staff
friendliness, where it is not always feasible to collect comprehensive objective data.
To evaluate such experiences, it is common to conduct surveys or collect focus group
data. Consequently, when necessary, this document will define some metrics based
upon survey and focus group data.
It is beyond the scope of this document to define the precise methodology for survey
and focus group measurements. There are well known statistical methods to
determine suitable methodologies and minimum sample sizes based upon the
characteristics of the target population, and the desired accuracy of the result.
For the purposes of this document, the following parameters are recommended:
Customer Survey Data Minimum sample size 1000, Response Scale 1-6.
Focus Group Data Minimum sample size 30, Response Scale 1-10
When responding to questions, customer survey participants should be presented

with a range of numerical responses from 1-6. For absolute measures, this scale
represents the following:6 - Very Satisfied / Strongly Agree
5 - Satisfied/ Agree
4 Slightly Satisfied/ Slightly Agree
3 Slightly Unsatisfied/ Slightly Disagree
2 - Unsatisfied/ Disagree
1 Very Unsatisfied/ Strongly Disagree
For comparative evaluations, the scale represents:6 - Far better (than others)
5 - Better
4 - Slightly better
3 - Slightly worse
2 - Worse
1 - Far worse
The more intimate focus group environment allows a range of 1-10 to be used in the
responses, typically representing Extremely Good (10) Extremely Poor (1).
Note that an even number range is selected to prevent the respondent having a midpoint, non-committal option.
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4. Be Aware (Observe, Learn, React)

4.1.
Per-Customer Metrics
4.1.1. Social Network

BA-C-1
# Social Network Followers
# Followers on Social Network sites

Dimensions: Customer ID, Social Network ID
Units: Number
Capture Period: 1 day
Value: Used to assess level of interest in the DSP
Comments: None
4.1.2. Advertising Effectiveness

BA-C-2
Targeted Advertising Effectiveness Score
Survey response to How do you rate the level of attribute x of the personalized advert you
have just received?
Dimension: Customer ID, Advert ID, Attribute {Relevance, Creepiness}
Units: 10 Very High, 1- Very Low
Value: Used to evaluate the perceived effectiveness of a specific targeted advert
Comments: None
4.2.
Per-Enterprise Customer Metrics
4.2.1. Brand Value

BA-E-1
Brand Value Comparative Subjective Score (Enterprise)
Enterprise Customer Response to How does our reputation and brand compare to competitor
x
Dimensions: Enterprise Customer ID, Competitor ID
Units: 6 (Far better) 1 (Far worse)
Capture Period: 1 year
Value: Competitive benchmark. This metric measures how the brand value of the DSP
compares with its competitors, from the enterprise customers perspective.
Comments: None
4.2.2. Choice of Products and Services

BA-E-2
Product Choice Subjective Score (Enterprise)

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Enterprise Customer Response to We offer a good choice of product brands and models
Dimensions: Enterprise Customer ID
Units: 6 (Strongly Agree) - 1 (Strongly Disagree)
Value: This metric measures the degree to which the range of product brands and models
offered by the DSP meets the requirements of the customer.
Comments: None
BA-E-3
Product Choice Comparative Subjective Score (Enterprise)
Enterprise Customer Response to How does our choice of product brands and models
compare with competitor x
Value: Competitive benchmark. This metric measures how the range of product brands and
models offered by the DSP compares with its competitors, from the enterprise customers
perspective.
Comments: None
BA-E-4
Service Plan Choice Subjective Score (Enterprise)
Enterprise Customer Response to We offer a good choice of service plans

Value: This metric measures the degree to which the range of service plans offered by the
DSP meets the requirements of the customer.
Comments: None
BA-E-5
Service Plan Choice Comparative Subjective Score (Enterprise)
Enterprise Customer Response to How does our choice of service plans compare with
competitor x
Value: Competitive benchmark. This metric measures how the range of service plans offered
by the DSP compares with its competitors, from the enterprise customers perspective.
Comments: None
4.2.3. Customer Service Manager Experience

BA-E-6
Customer Service Manager Subjective Score - Awareness
Enterprise Customer Response to Our CSM is very effective at making you aware of new
products and services to meet your needs
Dimensions: Enterprise Customer ID, CSM ID
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Value: The CSM is a key role in ensuring a good experience for enterprise customers. This
metric measures the degree to which the CSM makes the customer fully aware of the SPs
products and services as appropriate to the customers specific needs.
Comments: None
BA-E-7
Customer Service Manager Subjective Score - Knowledge
Enterprise Customer Response to Our CSM has very good product knowledge and is able to
answer all your queries
Value: The CSM is a key role in ensuring a good experience for enterprise customers. This
metric measures the degree to which the CSM enables the customer to easily and fully
understand the SPs products and services.
Comments: None
4.3.
Functional Metrics
4.3.1. Advertising Effectiveness

BA-F-1
# Gross Rating Points
Gross Rating Points = % Reach * Frequency

Dimensions: Campaign ID
Units: %
Value: Used to evaluate the exposure of a specific advertising campaign
Comments: None
BA-F-2
Advertisement Effectiveness Subjective Score
Focus Group Survey response to How do you rate this advert with respect to attribute x?
Dimension: Customer ID, Focus Group ID, Media Type
{TV/Internet/Radio/Newspaper/Magazine/Poster}
, Advert ID, Attribute {Informative, Attractive, Interesting, Promoting our Brand.}
Units: 10 Extremely Good, 1- Extremely Poor
Capture Period: 3 months
Value: Used to evaluate the perceived effectiveness of a specific advert
Comments: None
BA-F-3
# Responses to Advertised Promotion
# People responding to a specific promotion

Dimensions: Promotion ID, Response Channel ID, Advertising Channel ID {Magazine ID, Web
Site ID, }
Units: Number
Capture Period: 1 week
Value: Measures the response rate to adverts for specific promotions. Using techniques such
as Please quote reference xxxxx, Please bring voucher to our shop for a free gift
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Comments: None
4.3.2. Market Presence

BA-F-4
# Customers
# Registered Customers
Dimensions: Region ID, Service Plan ID
Units: Number
Capture Period: 1 month
Value: Used to assess market penetration and relative popularity of each service plan.
Comments: None
BA-F-5
# Customers All Service Providers
# Registered Customers across all Service Providers

Dimensions: Region ID
Units: Number
Value: Used to assess market penetration.
Comments: This figure is typically available from Government or other 3rd-party source such as
GSMA.
BA-F-6
% Market Share
# Customers/ # Customers All Service Providers

Units: %
Value: Used to assess market penetration. A higher market share will imply a greater
awareness of the brand and offerings.
Comments: None
4.3.3. Brand and Reputation

BA-F-7
Brand Value Comparative Subjective Score
Sample Customer Survey Response to How does our reputation and brand compare to
competitor x
Dimensions: Customer ID, Survey ID, Competitor ID
Value: Competitive benchmark. This metric measures how the brand value of the DSP
compares with its competitors, from the customers perspective.
Comments: None
BA-F-8
# Government Authority Registered Complaints
# Complaints registered at Government Authority Web Site

Dimension: Service Provider ID, Complaint Type {Security, Privacy. }
Units: Number
Value: Used to assess the relative public reputation of the DSP
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Comments: None
BA-F-9
# Government Authority Registered Deceptive Conduct Records
# misleading and deceptive conduct record registered by Government Authority

Dimension: Service Provider ID
Units: Number
Value: Used to assess the relative public reputation of the DSP
Comments: None
4.3.4. Choice of Products and Services

BA-F-10
Product Choice Subjective Score
Sample Customer Survey Response to We offer a good choice of product brands and models
Dimensions: Customer ID, Survey ID
Value: Used to evaluate the perceived range of products available
Comments: None
BA-F-11
Product Choice Comparative Subjective Score
Sample Customer Survey Response to How does our choice of product brands and models
Value: Competitor benchmark. Used to evaluate perceived choice of products with respect to
competitors
Comments: None
BA-F-12
Service Plan Choice Subjective Score
Sample Customer Survey Response to We offer a good choice of service plans

Dimensions: Customer ID, Survey ID
Value: Used to evaluate the perceived range of service plans available
Comments: None
BA-F-13
Service Plan Choice Comparative Subjective Score
Sample Customer Survey Response to How does our choice of service plans compare with
competitor x
Value: Competitor benchmark. Used to evaluate perceived choice of service plans with
respect to competitors
Comments: None
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4.3.5. Retail Outlet Performance

BA-F-14
# Retail Outlets - Direct
# Own branded retail outlets

Units: Number
Value: Used to assess market presence
Comments: None
BA-F-15
# Retail Outlets Indirect
# 3rd Party retail outlets marketing SPs services

Dimensions: Region ID, Authorized Dealer ID
Units: Number
Value: Used to assess market presence
Comments: None
BA-F-15a # Ports with Retail Outlets

# Ports with Retail Outlets
Dimensions: Port ID, Direct/Indirect, Authorized Dealer ID
Units: Number
Value: Used to assess market presence at country entry points.
Comments: Ports includes all official points of entry into the country
BA-F-16
% Ports with Retail Outlets
# Ports with Retail Outlets / # Ports

Dimensions: Direct/Indirect, Authorized Dealer ID
Units: %
Value: Used to assess market presence at country entry points.
Comments: None
BA-F-17
Retail Outlet Subjective Score
Focus Group Survey response to How do you rate our shop with respect to attribute x?
Dimension: Focus Group ID, Customer ID, Retail Outlet ID, Attribute {Location Convenience,
Attractiveness, Comfort, Interest, Transaction Experience.}
Units: 10 Extremely Good, 1- Extremely Poor
Value: Used to evaluate the perceived attractiveness of a specific retail outlet
Comments: None
BA-F-17b # Retail Outlet Visitors

# Visitors entering the Retail Outlet
Dimensions: Retail Outlet ID
Units: Number
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Value: Used to assess retail outlet popularity
Comments: None
4.3.6. Other Channel Performance

BA-F-17a # Marketing Channels
# Marketing Channels
Dimensions: Market Channel Type
Units: Number
Value: Number of channels over which marketing information is available such as radio, TV,
Web Site, other online media and services measures the relative breadth of the SPs
exposure.
Comments: None
BA-F-18
% Marketing Channels of Competitors Marketing Channels
# Marketing Channels /# Competitor Marketing Channels

Dimensions: Competitor ID
Units: %
Value: Competitive Benchmark. Relative number of channels over which marketing
information is available such as radio, TV, Web Site, other online media and services
measures the relative breadth of the SPs exposure.
Comments: None
BA-F-18a # Social Networks Present

# Social Networks Present
Dimensions: Social Network ID
Units: Number
Value: Number of Social Networks over which marketing information is available such as
Facebook, Twitter, Weixin measures the relative breadth of the SPs exposure
Comments: None
BA-F-19
% Social Network Presence of Competitors Social Network Presence
# Social Networks Present/# Social Networks Competitor Present

Units: %
Value: Competitive Benchmark. Relative number of Social Networks over which marketing
information is available such as Facebook, Twitter, Weixin measures the relative breadth of
the SPs exposure compared with competitors
Comments: None
BA-F-20
# Unique Web Site Visits
# Unique visits to Web Site

Dimensions: Web Page ID {Home, Promo}, Source ID {Direct, Google, Baidu.}
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Units: Number
Value: Used to assess value of Web Site
Comments: None
BA-F-21
# Unique Social Network Visits
# Unique visits to social network page

Dimensions: Social Network ID
Units: Number
Value: Used to assess value of Social Network presence
Comments: None
BA-F-22
Online Channel Subjective Score
Sample Customer Survey Response to How satisfied are you with your experience accessing
our online channel x
Dimensions: Survey ID, Customer ID, Online Channel ID
Units: 6 (Very Satisfied) 1 (Very Dissatisfied)
Value: Used to measure the user experience of online channels.
Comments: None
BA-F-23
Online Channel Comparative Subjective Score
Sample Customer Survey Response to How does our online channel x compare to that of
competitor y
Dimensions: Survey ID, Customer ID, Online Channel ID, Competitor ID
Value: Competitive benchmark. This metric measures how the online channels of the DSP
compare with its competitors, from the customers perspective.
Comments: None
BA-F-24
# Catalogues Taken
# Catalogues taken from retail outlets

Dimensions: Catalogue ID, Direct/Indirect, Retail Outlet ID
Units: Number
Value: Used to assess value of catalogue
Comments: None
BA-F-25
Catalogue Value Subjective Score
Sample Customer Survey Response to How satisfied are you with the clarity and usefulness
of our catalogue?
Dimensions: Survey ID, Customer ID, Catalogue ID
Value: Used to measure the user experience of the catalogue
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Comments: None
4.3.7. Marketing Efficiency

BA-F-26
# Service Plans Introduced
# Service Plan offers and changes introduced

Dimensions: Service Plan ID
Units: Number
Value: Enables the efficiency of the marketing department to be tracked.
Comments: None
BA-F-27
# Hours per new Service Plan, from Request to Introduction
Sum (Time of Service Plan Introduction Time of Service Plan Request)/#Service Plans
Introduced
Dimensions: Service Plan ID
Units: Hours
Comments: None
BA-F-28
# Service Plans Rejected
# Service Plan offers rejected by testing

Dimensions: Service Plan ID, Cause
Units: Number
Comments: None
BA-F-29
Deleted (Duplicate of BA-F-4)
4.3.8. Trust
BA-F-30
% Customers Storing CC Data
# New Customers Storing CC Data/# Customers Acquired

Dimensions: Customer ID, Service Plan ID, Channel Type, Channel ID
Units: %
Value: Used to evaluate the level of trust in the DSPs security
Comments: None
BA-F-31
% Customers Marketing Opt-Out
# New Customers Marketing Opt-Out/# Customers Acquired

Dimensions: Customer ID, Service Plan ID, Channel Type, Channel ID, Marketing Channel
Type (opt-out)
Units: %
Value: Indicates users characteristics and possibly preference for privacy
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Comments: None
BA-F-32
% Customers 3rd Party Marketing Opt-Out
# New Customers 3rd Party Marketing Opt-Out/# Customers Acquired

Dimensions: Customer ID, Service Plan ID, Channel Type, Channel ID, Marketing Channel
Type (opt-out)
Units: %
Comments: None
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Lifecycle Metrics
5. Interact (Request Detail, Reserve)

5.1.
5.1.1. Enquiries
I-C-1
# Enquiries
# Enquiries received about products and services

Dimensions: Customer ID, Product ID, Service Plan ID, Channel Type, Referring Customer ID
Units: Number
Value: Used to evaluate the level of interest in the SPs products and services, the relative use
of the different available channels, and whether the customer has been referred.
Comments: Customer ID may not be known in all cases.
5.1.2. Retail Outlet Performance

I-C-2
# Seconds Queue Time - Retail Outlet
# Seconds waiting to see a customer service representative

Dimensions: Customer ID, Retail Outlet ID, Activity Type {Inquiry, Purchase}, Time of Day
Units: Seconds
Capture Period: 15 mins
Value: Used to measure the waiting time per customer for each retail outlet
Comments: Normally tracked via the customer receiving a queuing ticket when entering the
store
I-C-2a
# Seconds Interaction Time - Retail Outlet
# Second interacting with a customer service representative

Dimensions: Customer ID, Retail Outlet ID, Activity Type {Inquiry, Purchase}, Time of Day
Units: Seconds
Capture Period: 15 mins
Value: Used to measure the interaction time per customer for each retail outlet
Comments: Normally tracked via timestamps against a ticket received when entering the store
I-C-3
# Demonstrations
# Demonstrations about products and services delivered

Dimensions: Customer ID, Product ID, Service Plan ID, Retail Outlet ID
Units: Number
Value: Used to evaluate the level of interest in the SPs products and services, and the relative
popularity of the SPs retail outlets
Comments: Customer ID may not be known in all cases
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5.2.

I-E-1
Customer Service Manager Subjective Score Provide Details
Enterprise Customer Response to How satisfied are you with your Customer Service
Manager at providing details and demonstrations of our products and services
Value: Used to measure the perceived experience of the CSM at providing details and
demonstrations of specific products and services
Comments: None
5.3.
Functional Metrics
5.3.1. Retail Outlet Experience

I-F-1
Authorized Dealer Subjective Score Provide Details
Sample Customer Survey Response to How satisfied are you with our Authorized Dealer at
providing details and demonstrations of our products and services
Dimensions: Survey ID, Customer ID, Authorised Dealer ID
Value: Used to measure the effectiveness of the authorized dealer in providing details and
Comments: None
I-F-2
Retail Outlet Subjective Score Provide Details
Sample Customer Survey Response to How satisfied are you with our Retail Outlet at
providing details and demonstrations of our products and services
Dimensions: Survey ID, Customer ID, Retail Outlet ID
Value: Used to measure the effectiveness of the retail outlet in providing details and
Comments: None
I-F-2a
# Product Lines per Retail Outlet
# Different product lines which should be in stock

Dimensions: Retail Outlet ID, Product ID
Units: Number
Value: Used to assess breadth of stock and stock availability
Comments: None
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5.3.2. Other Channel Experience

I-F-3
Sales Hotline Subjective Score Provide Details
Sample Customer Survey Response to How satisfied are you with our Sales Hotline at
providing details of our products and services
Dimensions: Survey ID, Customer ID
Value: Used to measure the perceived experience of the Sales Hotline at providing details the
SPs products and services
Comments: None
I-F-4
I-F-5
Deleted (Combined with M-F-15 # Seconds Waiting Time per Contact)

Online Channel Subjective Score Provide Details
Sample Customer Survey Response to How satisfied are you with our Online Channel x at
providing details of our products and services
Dimensions: Survey ID, Customer ID, Online Channel Type
Value: Used to measure the perceived experience of the online channel at providing details of
the product/service
Comments: None
5.3.3. Customer Service Representative Experience

I-F-6
Customer Service Representative Subjective Score Provide Details
Sample Customer Survey Response to How satisfied were you with attribute x of our
Customer Service Representative?
Dimensions: Survey ID, Customer ID, CSR ID, Attribute {Speed, Courtesy, Knowledge,
Effectiveness}
Value: Used to measure the perceived experience of the customer service representative at
providing details of the product/service
Comments: None
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6. Choose (Select Product, Place Order, Receive)

6.1.
6.1.1. Sales Performance

CH-C-1
# Customers Acquired
# New customers acquired

Dimensions: Customer ID, Service Plan ID, Channel Type, Channel ID, Referring Customer ID,
CSR ID, CSM ID
Units: Number
Value: Used to evaluate the trend of customer growth and whether referral occurred.
Comments: None
CH-C-2
CH-C-3
Deleted (Replaced with CH-F-2a)

# Orders Successful
# Successful orders of products or services (New customers)

Dimensions: Customer ID, Product ID, Service Plan ID, Channel Type, Channel ID, Incentive
ID, Promotion ID, CSR ID, CSM ID
Units: Number
Value: Used to evaluate the popularity of Product and Service Plan IDs and sales performance
across all Channels
Comments: Measured at the point where the revenue for the order is recognized. A
Promotion is defined as a publicly available offer open to all qualifying customers. An
Incentive is defined as a specific offer targeted and possibly tailored to a specific customer
it is not publicly announced or available.
CH-C-3a
# Orders Attempted
# Attempts to order new products or services (New customers)

ID, Promotion ID, CSR ID, CSM ID
Units: Number
across all Channels
Comments: None.
CH-C-4
# Orders Failed
# Failed Order Opportunities (New customers)

Dimensions: Customer ID, Product ID, Service Plan ID, Cause {No stock, Excessive
Demands, Unavailable, Other..}, Channel Type, Channel ID, CSR ID, CSM ID
Units: Number
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Value: Used to evaluate missed sales opportunities
Comments: None
CH-C-5
# Orders Cancelled
# Cancelled Orders (New customers)

Dimensions: Customer ID, Product ID, Service Plan ID, Cause, Channel Type, Channel ID,
CSR ID, CSM ID
Units: Number
Comments: None
CH-C-6
# Credit Checks Attempted
# Credit Check Requests

Dimensions: Region ID, Customer ID, Service Plan ID, Channel Type, Channel ID,
New/Renew
Units: Number
Value: Used to measure efficiency of Credit Check process
Comments: None
CH-C-7
# Credit Check Operations Failed
# Credit check operations which failed to return a result.

New/Renew
Units: Number
Comments: None
CH-C-7a # Credit Checks Failed

# Credit checks with result failed
New/Renew
Units: Number
Value: User attribute
Comments: None
CH-C-8
Deleted (Duplicate of CH-C-1)
6.1.2. Delivery Performance

CH-C-9
# Deliveries Attempted
# Attempted Deliveries
Dimensions: Customer ID, Order ID, Product ID
Units: Number
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Value: Used to measure delivery performance.
Comments: None
CH-C-10 # Deliveries Successful

# Successful Deliveries
Units: Number
Comments: In cases where acceptance is required, a delivery is not considered successful
until acceptance is achieved.
CH-C-10a # Deliveries on Requested Time

# Orders delivered during the time period requested by the customer
Units: Number
Comments: Measured when the entire order is delivered.
CH-C-10b # Deliveries on Committed Time

# Orders delivered during the time period committed to the customer
Units: Number
Comments: Measured when the entire order is delivered.
CH-C-11 # Hours to Deliver, from Request to Delivery

Time of Delivery Time of Request
Units: Hours
Comments: Time of Delivery should be measured at the point that the entire order is delivered.
CH-C-12 # Hours Delivery Delay - Committed

Committed Delivery Time Requested Delivery Time
Units: Hours
Comments: None
CH-C-13 # Hours Delivery Delay - Actual

Time of Delivery Committed Delivery Time
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Units: Hours
Comments: The customer experience impact will be sensitive to the committed time. For
example, a delay of one day after waiting one day will probably be less annoying than a slip of
one day having already waited ten days.
CH-C-14 # Deliveries Failed

# Failed Deliveries
Dimensions: Customer ID, Order ID, Product ID, Cause
Units: Number
Comments: None
CH-C-15 # Deliveries Dead on Arrival

# Deliveries of faulty products
Dimensions: Customer ID, Order ID, Product ID, Cause
Units: Number
Comments: None
6.1.3. Mobile Number Portability

CH-C-16 # Incoming Porting Requested
# NPR Issued or PACs Received
Dimensions: Customer ID, Old Service Provider ID, Method Type {NPR, PAC}
Units: Number
Value: Used to measure MNP process performance
Comments: None
CH-C-17 # Incoming Porting Attempted

# Incoming Porting Attempts Initiated
Units: Number
Comments: None
CH-C-18 # Incoming Porting Failed

# Unsuccessful Incoming Porting Attempts
Dimensions: Customer ID, Old Service Provider ID, Method Type {NPR, PAC}, Cause
Units: Number
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Comments: None
CH-C-19 # Minutes to Port In, from Request to Completion

Time of Port Completion - Time of NPR Sent or PAC Received
Units: Minutes
Comments: None
CH-C-20 # Incoming Porting Compliant

# Incoming Porting Requests Completed within SLA defined time.
Units: Number
Comments: None
CH-C-21 # Minutes No Service Due To Incoming Porting

Time Service Restored Time Service Lost
Units: Minutes
Comments: None
6.1.4. On-site Installation Performance

CH-C-22
# Installations Attempted
# Attempted Installations
Dimensions: Customer ID, Order ID, Product ID, FSR ID, Self-Install {Y/N}
Units: Number
Value: Used to measure Installation performance.
Comments: For self-installations, the FSR ID is not required.
CH-C-23 # Installations Successful

# Successful Installations
Units: Number
Comments: In cases where acceptance is required, an installation is not considered successful
CH-C-23a # Installations on Requested Time

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# Installations occurring during the time period requested by the customer

Dimensions: Customer ID, Order ID, Product ID, FSR ID
Units: Number
Value: Used to measure installation performance.
Comments: Measured when the installation is completed.
CH-C-23b # Installations on Committed Time

# Installations occurring during the time period committed to the customer
Units: Number
Value: Used to measure installation performance.
Comments: Measured when the installation is completed.
CH-C-24 # Minutes to Install, from Start Installation to Installation Complete

Time of Complete Installation Time of Start Installation
Units: Minutes
Comments: Only applicable to FSR assisted installations. Time of Complete Installation should
be measured at the point that the entire order is installed.
CH-C-25 # Hours to Start Installation, from Request to Start Installation

Time of Start Installation Time of Request
Units: Hours
Comments: Only applicable to FSR assisted installations
CH-C-26 # Hours Installation Delay - Committed

Committed Installation Time Requested Installation Time
Units: Hours
Comments: None
CH-C-27 # Hours Installation Delay - Actual

Time of Start Installation Committed Installation Time
Units: Hours
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Comments: The customer experience impact will be sensitive to the committed time. For
example, a delay of one day after waiting one day will probably be less annoying than a slip of
one day having already waited ten days.
CH-C-28 # Installations Failed

# Failed Installations (First Time)
Dimensions: Customer ID, Order ID, Product ID, FSR ID, Self-Install {Y/N}, Cause
Units: %
Comments: None
CH-C-28a # Installations Attempted First Time

# Attempted Installations (First Time)
Units: Number
Comments: For self-installations, the FSR ID is not required.
CH-C-28b # Installations Successful First Time

# Successful Installations (First Time)
Units: Number
Comments: In cases where acceptance is required, an installation is not considered successful
CH-C-28c # Installations Failed First Time

# Failed Installations (First Time)
Dimensions: Customer ID, Order ID, Product ID, FSR ID, Self-Install {Y/N}, Cause
Units: %
Comments: None
CH-C-29 Field Service Representative Subjective Score New Installation

Customer Survey Response to How satisfied were you with attribute x of our Field Service
Representative
Dimensions: Customer ID, FSR ID, Attribute {Attitude and Appearance, Speed of Installation,
Tidiness, Performance and Efficiency, Product Knowledge, Punctuality}
Units: 6 (Very Satisfied) - 1 (Very Dissatisfied)
Value: Used to measure the customer experience of the Field Service Representative
Comments: None
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6.1.5. Trust
CH-C-30 # Customers Storing CC Data
# Customers Agreeing to store Credit Card data for easy payments
Dimensions: Customer ID, Product ID, Service Plan ID, Channel Type, Channel ID
Units: Number
Value: Used to evaluate the level of trust in the DSPs security
Comments: None
CH-C-31 # Customers Marketing Opt-Out

# Customers selecting to opt-out of marketing promotions
Dimensions: Customer ID, Product ID, Service Plan ID, Channel Type, Channel ID, Marketing
Channel Type
Units: Number
Value: Indicates users characteristics.
Comments: None
CH-C-32 # Customers 3rd Party Marketing Opt-Out

# Customers selecting to opt-out of 3rd-party marketing
Dimensions: Customer ID, Product ID, Service Plan ID, Channel Type, Channel ID
Units: Number
Comments: None
6.1.6. Account Activation Performance

CH-C-33 # Account Activations Requested
# Account Activation Requests
Dimensions: Channel Type, Channel ID, Customer ID
Units: Number
Value: Used to measure efficiency of Account Activation process
Comments: None
CH-C-34 # Account Activations Successful

# Successful Account Activations
Units: Number
Comments: None
CH-C-35 # Account Activations Failed

# Failed Account Activations
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Dimensions: Channel Type, Channel ID, Customer ID, Cause

Units: Number
Comments: None
CH-C-36 # Seconds to Activate Account, from Request to Activation

Time of Account Activation Time of Request
Units: Seconds
Comments: None
6.1.7. Service Activation Performance

CH-C-37 # Service Activations Requested
# Service Activation Attempts
Dimensions: Service Plan ID, Channel Type, Channel ID, Customer ID, DSLAM ID
Units: Number
Value: Used to measure efficiency of Service Activation process
Comments: None
CH-C-38 # Service Activations Successful

# Successful Service Activations
Units: Number
Comments: In cases where acceptance is required, an activation is not considered successful
CH-C-39 # Service Activations Failed

# Failed Service Activations
Dimensions: Service Plan ID, Channel Type, Channel ID, Customer ID, DSLAM ID, Cause
Units: Number
Comments: None
CH-C-40 # Seconds to Activate Service, from Request to Activation

Time of Activation Time of Request
Units: Seconds
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Comments: None
CH-C-41 # Seconds Activation Notification Delay

Time User Receives Activation Notification Time User ends Interaction with CSR
Units: Seconds
Comments: Typically the user will receive an SMS to inform them that activation is successful.
6.2.
6.2.1. Quotation Performance

CH-E-1
# Quotations
# Quotations provided
Dimensions: Enterprise Customer ID, CSM ID, Quotation ID
Units: Number
Value: Used to measure the efficiency of the quotation process for enterprise customers
Comments: Applicable to non-standard services
CH-E-2
# Quotations Unsuccessful
# Quotations not accepted

Units: Number
CH-E-3
% Quotations Unsuccessful
# Quotations Unsuccessful / # Quotations

Units: %
CH-E-4
# Hours to Provide Quotation, from Request to Quotation Provided
Time of Quotation Provided Time Quotation Requested

Units: Hours
Value: Used to measure the efficiency of the quotation process for enterprise customers.
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CH-E-5
# Hours to Accept Delivery, from Delivery to Acceptance (Enterprise)
Time of Delivery Acceptance Time of Delivery

Dimensions: Enterprise Customer ID, CSM ID, Order ID
Units: Hours
Value: Used to measure how quickly the customer is able to formally accept the delivery.
Linked to SLA.
Comments: Applicable to more complex service/product package deliveries.
CH-E-5a # Minutes to Accept Installation, from Installation Completion to

Acceptance (Enterprise)
Time of Accept Installation Time of Complete Installation
Units: Minutes
Value: Used to measure how quickly the customer is able to formally accept the installation.
Linked to SLA.
Comments: Applicable to newly activated services
CH-E-5b # Minutes to Accept Service, from Service Activation to Acceptance

(Enterprise)
Time of Service Acceptance Time of Service Activation
Units: Minutes
Value: Used to measure how quickly the customer is able to formally accept the service.
Linked to SLA.
Comments: Applicable to newly activated services
CH-E-6
% Deliveries Failed (Enterprise)
# Deliveries Failed/ # Deliveries Attempted

Units: %
Value: Used to measure delivery performance to enterprise customers.
Comments: None
CH-E-7
% Deliveries on Requested Time (Enterprise)
# Deliveries on requested time/ # Deliveries Successful

Dimensions: Enterprise Customer ID,CSM ID
Units: %
Value: Used to measure delivery (SLA) performance to enterprise customers.
Comments: None
CH-E-8
% Deliveries on Committed Time (Enterprise)

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# Deliveries on committed time/ # Deliveries Successful

Units: %
Value: Used to measure delivery (SLA) performance to enterprise customers.
Comments: No
CH-E-8a
% Services Activated on Committed Time (Enterprise)
# Service Activations on committed time/ # Service Activations Successful

Dimensions: Enterprise Customer ID, CSM ID, DSLAM ID
Units: %
Value: Used to measure service activation (SLA) performance to enterprise customers.
Comments: None
CH-E-9
% Deliveries Dead on Arrival (Enterprise)
# Deliveries Dead on Arrival/ # Deliveries Successful

Dimensions: Enterprise Customer ID, Product ID, Service Plan ID
Units: %
Capture Period:
Value: Used to measure delivery performance to enterprise customers.
Comments: None
CH-E-10
Delivery Satisfaction Subjective Score
Enterprise Customer Response to How satisfied are you with the overall experience of
receiving deliveries of our products and services
Value: Used to measure the perceived experience of the enterprise customer in receiving
deliveries of products and services.
Comments: None

CH-E-11
% Incoming Porting Failures (Enterprise)
# Incoming Porting Failed / # Incoming Porting Requested

Dimensions: Enterprise Customer ID, Old Service Provider ID, Method Type {NPR, PAC}
Units: %
Value: Used to measure MNP process performance for enterprise customers
Comments: None
CH-E-12
% Incoming Porting Requests Compliant (Enterprise)
# Incoming Porting Compliant/ # Incoming Porting Requested

Dimensions: Enterprise Customer ID, Old Service Provider ID, Method Type {NPR, PAC}
Units: %
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Value: Used to measure performance of MNP process for enterprise customers
Comments: None
6.2.4. On-Site Installation Performance

CH-E-13 # Hours to Accept Installation, from Installation to Acceptance
(Enterprise)
Time of Acceptance Time of Installation
Dimensions: Enterprise Customer ID, Order ID, Product ID, CSM ID
Units: Hours
Value: Used to measure how quickly the customer is able to formally accept the deliver. Linked
to SLA.
Comments: Applicable to more complex service/product package Installations.
CH-E-14
% Installations Failed (Enterprise)
# Installations Failed/ # Installations Attempted

Units: %
Value: Used to measure Installation performance to enterprise customers.
Comments: None
CH-E-14a % Installations Successful First Time (Enterprise)

# Installations Successful First Time/ # Installations Attempted First Time
Units: %
Value: Used to measure Installation performance to enterprise customers.
Comments: None
CH-E-15
% Installations on Requested Time (Enterprise)
# Installations on requested time/ # Installations

Units: %
Value: Used to measure Installation (SLA) performance to enterprise customers.
Comments: None
CH-E-16
% Installations on Committed Time (Enterprise)
# Installations on committed time/ # Installations

Units: %
Value: Used to measure Installation (SLA) performance to enterprise customers.
Comments: None
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CH-E-17
Customer Service Manager Subjective Score Place Order
Manager at understanding your requirements and placing orders for our products and
services
Dimension, Enterprise Customer ID, CSM ID
Value: Used to measure the perceived experience of the CSM at understanding the
customers requirements and placing orders for the SPs products and services
Comments: None
CH-E-18
Customer Service Manager Subjective Score Place Urgent Order
Manager at understanding your requirements and urgent orders for our products and services
Value: Used to measure the perceived experience of the CSM at understanding the
customers requirements and placing urgent orders for the SPs products and services
Comments: None
CH-E-19
Customer Service Manager Subjective Score Take Delivery
Manager at supporting you with taking delivery
Value: Used to measure the perceived experience of the CSM at supporting the customer with
taking delivery of orders.
Comments: None

CH-E-20
CH-E-21
CH-E-22
Deleted. (Replaced with CH-C-33)

CH-E-23
% Account Activations Failed (Enterprise)
# Account Activations Failed/ Account Activations Requested

Dimensions: Channel Type, Channel ID, Enterprise Customer ID, CSM ID, Cause
Units: %
Comments: None
CH-E-24

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CH-E-25
CH-E-26
CH-E-27

CH-E-28
% Service Activations Failed (Enterprise)
# Service Activations Failed/ Service Activation Requests

Dimensions: Service Plan ID, Channel Type, Channel ID, Enterprise Customer ID, CSM ID,
DSLAM ID, Cause
Units: %
Comments: None
CH-E-29
6.3.
Functional Metrics
6.3.1. Channel Performance

CH-F-1
% Place Order Channels of Competitor Place Order Channels
# Place Order Channels /# Competitor Place Order Channels

Units: %
Value: Competitive Benchmark. Relative number of channels over which to place orders.
Comments: None
CH-F-1a
# Place Order Channels
# Distinct channels over which orders may be placed

Dimensions: None
Units: Number
Value: Indicator of ease of ordering.
Comments: None
CH-F-1b
# Competitor Place Order Channels
# Distinct channels over which orders may be placed per competitor

Units: Number
Value: Competitive Benchmark.
Comments: None
CH-F-2
% Orders of Enquiries
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# Orders Attempted/ # Enquiries

Dimensions: Channel Type, Channel ID
Units: Number
Value: Used to measure the channel efficiency in terms of order to enquiry ratio.
Comments: This is particularly relevant to comparing the performance of different retail outlets.
CH-F-2a
% Customers Acquired
# Customers Acquired / # Customers

Dimensions: Customer ID, Service Plan ID, Channel Type, Channel ID, Referring Customer ID,
CSR ID, CSM ID
Units: %
Value: Used to evaluate the trend of customer growth
Comments: # Customers is measured at the start of the measurement period
6.3.2. Ordering Performance

CH-F-3
% Orders Failed
# Orders Failed/ # Orders Attempted

Dimensions: Product ID, Service Plan ID, Cause {No stock, Excessive Demands, Unavailable,
Other..}, Channel Type, Channel ID, CSR ID, CSM ID
Units: %
Comments: None
CH-F-4
% Orders Cancelled
# Orders Cancelled/ # Orders Attempted

Dimensions: Product ID, Service Plan ID, Cause, Channel Type, Channel ID, CSR ID, CSM ID
Units: %
Comments: None
6.3.3. Retail Outlet Experience

CH-F-5
Authorized Dealer Subjective Score Place Order
Sample Customer Survey Response to How satisfied are you with our Authorized Dealer at
placing orders for our products and services
Dimensions: Survey ID, Customer ID, Dealer ID, Product ID, Service Plan ID, New/Renew
Value: Used to measure the perceived experience of the authorized dealer in placing orders
for the SPs products and solutions
Comments: None
CH-F-6
Retail Outlet Subjective Score Place Order

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Sample Customer Survey Response to How satisfied are you with our Retail Outlet at placing
orders for our products and services
Dimensions: Survey ID, Customer ID, Retail Outlet ID, Product ID, Service Plan ID,
New/Renew
Value: Used to measure the perceived experience of the retail outlet in ordering the SPs
products and services
Comments: None
CH-F-6a
# Product Lines Out of Stock per Retail Outlet
# Product lines which are out of stock

Units: Number
Value: Used to assess stock availability
Comments: None
CH-F-6b % Product Lines Out of Stock

SUM (# Product Lines Out of Stock per Retail Outlet)/SUM (# Product Lines per Retail Outlet)
Units: Number
Value: Used to assess stock availability
Comments: None
6.3.4. Other Channel Experience

CH-F-7
Sales Hotline Subjective Score Place Order
Sample Customer Survey Response to How satisfied are you with our Sales Hotline at
Dimensions: Survey ID, Customer ID, Product ID, Service Plan ID, New/Renew
Value: Used to measure the perceived experience of the sales hotline in ordering the SPs
Comments: None
CH-F-8
Online Channel Subjective Score Place Order
Sample Customer Survey Response to How satisfied are you with our Online Channel at
Dimensions: Survey ID, Customer ID, Online Channel Type, Product ID, Service Plan ID,
New/Renew
Value: Used to measure the effectiveness of the online channel in ordering the SPs products
and services
Comments: None
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CH-F-9
Customer Service Representative Subjective Score Place Order
Sample Customer Survey Response to How satisfied were you with attribute x of our
Customer Service Representative?
Dimensions: Survey ID, Customer ID, CSR ID, New/Renew, Attribute {Speed, Courtesy,
Knowledge, Effectiveness}
Value: Used to measure the perceived experience of the customer service representatives
performance at placing orders for the SPs products and services
Comments: None

CH-F-10
% Deliveries Failed
# Deliveries Failed/ # Deliveries Attempted

Units: %
Comments: None
CH-F-11
% Deliveries on Requested Time
# Deliveries on requested time/ # Deliveries Attempted

Units: %
Comments: None
CH-F-12
% Deliveries on Committed Time
# Deliveries on committed time/ # Deliveries Attempted

Units: %
Comments: None
CH-F-13
% Deliveries Dead on Arrival
# Deliveries Dead on Arrival/ # Deliveries Successful

Dimensions: Region ID, Product ID, Service Plan ID
Units: %
Comments: None
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CH-F-14
% Porting Failures Incoming
# Porting Failures Incoming/ # Porting Requests Incoming

Dimensions: Old Service Provider ID, Method Type {NPR, PAC}, Cause
Units: %
Comments: None
CH-F-15
% Porting Requests Incoming Compliant
# Porting Requests Incoming Compliant/ # Porting Requests Incoming

Dimensions: Old Service Provider ID, Method Type {NPR, PAC}
Units: %
Value: Used to measure performance of MNP process
Comments: None
6.3.8. On-Site Installation Performance

CH-F-16
% Installations Failed
# Installations Failed/ # Installations Attempted

Dimensions: Region ID, Product ID, Service Plan ID, FSR ID
Units: %
Comments: None
CH-F-17
% Installations on Requested Time
# Installations on requested time/ # Installations Attempted

Dimensions: Region ID, FSR ID
Units: %
Comments: None
CH-F-18
% Installations on Committed Time
# Installations on committed time/ # Installations Attempted

Dimensions: Region ID, FSR ID
Units: %
Comments: None

CH-F-19
# Seconds per Credit Check

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Sum (Time of Credit Check Response Time of Credit Check Request)/ (# Credit Checks - #
Credit Check Operations Failed)
Dimensions: Region ID, Channel Type, Channel ID
Units: Seconds
Comments: None
CH-F-20
% Credit Check Operations Failed
# Credits Check Operations Failed / # Credit Checks Attempted

Units: %
Value: Used to measure performance of Credit Check process
Comments: None
CH-F-21
CH-F-22
CH-F-23

CH-F-24
% Account Activations Failed
# Account Activations Failed/ Account Activations Requested

Units: %
Comments: None
CH-F-25
# Seconds per Account Activation, from Request to Activation
Sum (Time of Account Activation Time of Request)/# Account Activations Successful

Units: Seconds
Comments: None

CH-F-26
CH-F-27
CH-F-28

CH-F-29
% Service Activations Failed
# Service Activations Failed/ Service Activations Requested

Dimensions: Service Plan ID, Region ID, Channel Type, Channel ID , DSLAM ID
Units: %
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Comments: None
CH-F-30
Deleted. (Duplicate of CH-C-40)
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7. Consume (Use, Review Use, Evaluate Value)

The calculations provided in this section are exemplary in order to more precisely
define the metrics. It is recognized that the constraints of individual implementations
may in some cases require alternative calculation methods to be used.
7.1.
Wireless Per-Customer Metrics
7.1.1. Voice Service

CO-C-1
# Mobile Originated Call Attempts
# Channel Required messages received for voice call origination

Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number,
Technology Type {GSM, 3G, TD-LTE, FD-LTE.}
Units: Number
Capture Period: 15 minutes
Value: Used to measure Voice Service performance
Comments:1. Capture period should be a maximum value. Shorter capture periods are preferred
2. Called Party Number can be used to estimate the type and importance of the call. Some
call failures will impact customer experience more than others, e.g. Calls to helpdesks,
online banking, competitor service providers
CO-C-2
# Mobile Originated Call Alerting
# Alerting messages transmitted for voice call origination

Units: Number
Comments: None
CO-C-3
% Call Setup Success Perceived
# Mobile Originated Call Alerting/# Mobile Originated Call Attempts

Units: %
Comments: None
CO-C-4
# Seconds per Call Origination, from CM Service Request to Alerting
Sum (Time of Alerting Transmitted Time of CM Service Request Received)/# Mobile

Originated Call Alerting
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Units: Seconds
Comments: None
CO-C-5
# Calls Answered
# Connect messages transmitted or received for voice call origination

Units: Number
Comments: None
CO-C-6
# Calls Dropped
# Clear Request messages received after call connection

Units: Number
Comments: None
CO-C-7
% Calls Dropped Perceived
# Calls Dropped/# Calls Answered

Units: %
Comments: None
CO-C-8
% Call Good Voice Quality
# MRs with Rxqual 0-2/# MRs

Dimensions: Customer ID, Device ID, Location, Cell ID, Call ID, Called Party Number
Units: %
Comments: More sophisticated methods of assessing voice quality and MOS may be used.
Many of these will be proprietary and beyond the scope of this document.
7.1.2. Data Service (Web)

CO-C-9
% Web Page Response Success
# Initial HTTP Reply 200 OK messages/# Initial HTTP Get messages
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Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address,
Units: %
Value: Used to measure Accessibility part of Web Browsing experience
Comments: None
CO-C-10 # Seconds per Web Page Response

SUM [Time of Initial HTTP Reply 200 OK message Time of associated TCP-SYN
message]/# Initial HTTP Reply 200 OK messages
Units: Milliseconds
Value: Used to measure Accessibility aspect of Web Browsing experience
Comments: associated means occurring in the same transaction sequence (thread)
CO-C-11 % Page Browsing Success

# Final HTTP Reply Data N messages/# Initial HTTP Get messages
Units: %
Value: Used to measure Web Browsing experience
Comments: None
CO-C-11a % Page Browsing Retainability Success

# Final HTTP Reply Data N messages/# Initial HTTP Reply 200 OK messages
Units: %
Value: Used to measure Retainability aspect of Web Browsing experience
Comments: None
CO-C-12 # Seconds Web Page Browsing Delay, from Initial Request to

Completion
SUM [Time of Final HTTP Reply Data N message Time of associated TCP-SYN message]/#
Final HTTP Reply Data N messages
Units: Milliseconds
CO-C-12a # Seconds Web Page Browsing Delay, from Initial Response to

Completion
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SUM [Time of Final HTTP Reply Data N message Time of associated initial HTTP Reply 200
OK message]/# Final HTTP Reply Data N messages
Units: Milliseconds
CO-C-13 # Seconds Home Page Browsing Delay

SUM [Time of Final HTTP Reply Data N message (Home Page) Time of associated TCPSYN message (Home Page]/# Initial HTTP Get messages (Home Page)
Units: Seconds
Value: Used to measure Web Browsing experience. Customers are particularly sensitive to
the time it takes to download the initial home page of a Web Site.
Comments: associated means occurring in the same transaction sequence (thread).
CO-C-14 # Kb/s Web Page Download Throughput

SUM [HTTP Reply Data N message content]/ SUM [Time of Final HTTP Reply Data N
message Time of associated TCP-SYN message]
Units: Kb/s
7.1.3. Data Service (Media Streaming)

CO-C-15 % TCP Connect Success
# TCP_Ack messages/# TCP_Syn messages
Units: %
Value: Used to measure media streaming experience
Comments: None
CO-C-16 % Get Response Success

# Initial HTTP Reply Data messages/ # Initial HTTP Get messages
Technology Type {GSM, 3G, TD-LTE, FD-LTE.}, Media Type {720P Video, 1080P Video}
Units: %
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Comments: Media Type may not be known
CO-C-17 % Initial Buffer Success

# TCP Media Data (Initial Buffer Fully Occupied) messages /# Associated HTTP Get
messages
Units: %
Comments: associated means occurring in the same transaction sequence (thread). Media
Type may not be known
CO-C-18 % Streaming Response Success

[% TCP Connect Success]*[% GET Response Success]*[% Initial Buffer Success]
Units: %
CO-C-19 # Seconds Streaming Response

SUM [Time of TCP media data (initial buffer fully occupied) message Time of associated
TCP-SYN message]/# TCP-SYN messages
Units: Seconds
CO-C-20 Streaming Stall Frequency

#TCP media (buffer empty) messages/ Sum [Time of TCP media (buffer empty) or RST/FIN
message Time of preceding TCP media (buffer fully occupied) message]
Units: Stalls/Hour
Comments: Equation represents the number of stalls divided by the total time that the media is
actually playing. The time when the media is stalled is not included in the denominator. Media
CO-C-20a
# Streaming Stalls per Streaming Session
#TCP media (buffer empty) messages/ # TCP Media Data (Initial Buffer Fully Occupied)
messages
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Units: Stalls/Session
Comments: Equation represents the number of stalls divided by the total number of streaming
sessions. Media Type may not be known
CO-C-21 % Time Streaming Stalled

SUM [Time of TCP media (buffer fully occupied) message - Time of preceding TCP media
(buffer empty) message]/ SUM [Time of RST/FIN message Time of TCP media data (initial
buffer fully occupied) message]
Units: %
Comments: Equation represents the proportion of total playing time that the playback is stalled.
Media Type may not be known
CO-C-21a # Seconds per Streaming Stall

SUM [Time of TCP media (buffer fully occupied) message - Time of preceding TCP media
(buffer empty) message]/ #TCP media (buffer empty) messages
Units: Seconds
Comments: Equation represents the average stall time per playback stall event. Media Type
may not be known
CO-C-22 % Streaming Sessions Disconnected

# Streaming Disconnection/ # TCP Media Data (Initial Buffer Fully Occupied) messages
Units: %
Comments: Streaming Disconnection indicates the number of times for which a user stops
playing a multimedia file due to poor quality of the sound or image and the number of times for
which the file stops unexpectedly due to network disconnection. Media Type may not be
known
CO-C-22a # Kb/s Streaming Download Throughput

SUM [HTTP Reply Data N message content]/SUM [Time of HTTP Data.last message Time
of Associated TCP_SYN message]
Units: Kb/s
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7.1.4. Data Service (WAP)

CO-C-23 % WAP Page Response Success
[# WAP1_FST_PAGE_ACK_NUM messages + # WAP2_FST_PAGE_ACK_NUM
messages]/ [# WAP1_FST_PAGE_REQ_NUM messages +#
WAP2_FST_PAGE_REQ_NUM messages]
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, WAP Page ID
Units: %
Value: Used to measure WAP experience
Comments: None
CO-C-24 # Seconds per WAP Page Response

SUM [Time of WAP (WSP/HTTP) 200 OK message - Time of WAP (WSP/TCP)
Connect/TCP_SYN message]/ [# WAP1_FST_PAGE_ACK_NUM messages + #
WAP2_FST_PAGE_ACK_NUM messages]
Units: Seconds
Comments: None
CO-C-25 % WAP Page Browsing Success

# Final WAP (WSP/HTTP) DATA n messages/ [# WAP1_FST_PAGE_ACK_NUM messages
+ # WAP2_FST_PAGE_ACK_NUM messages]
Units: %
Comments: None
CO-C-26 # Seconds WAP Page Browsing Delay

SUM [Time of final WAP (WSP/HTTP) DATA n message Time of initial WAP (WSP/HTTP)
GET message]/# Final WAP (WSP/HTTP) DATA n messages
Units: Seconds
Comments: None
CO-C-27 # Kb/s WAP Page Download Throughput

SUM [WAP (WSP/HTTP) DATA message content]/SUM [Time of Final WAP (WSP/HTTP)
DATA n message Time of initial WAP (WSP/HTTP) 200 OK messages]
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Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address
Units: Kb/s
Comments: None.
7.1.5. Messaging Service (MMS)

CO-C-28 % MMS Send Success
R1*[TCP Connect Success Rate]*[MMS Send Success Rate (WAP2.0)] +R2*[MMS WSP
Connect Success Rate (MO)]*[MMS Send Success Rate (WAP1.X)]
Where:R1 = MMS Send Requests (WAP2.0)/ (MMS Send Requests (WAP2.0) + MMS Send
Requests (WAP1.X))
R2 = MMS Send Requests (WAP1.X)/ (MMS Send Requests (WAP2.0) + MMS Send
Requests (WAP1.X))
MMS Send Success Rate (WAP2.0) = # Associated C1-Submit-Res messages / # TCP-ACK
messages
MMS Send Success Rate (WAP1.X) = # Associated C1-Submit-Res messages / # WAP
(WSP/TCP) ACK messages
Units: %
Value: Used to measure MMS experience
CO-C-29 # Seconds per MMS Send

R1*([MMS TCP Connect Delay (MO)] + [MMS Send Delay (WAP2.0)]) +R2*([MMS WSP
Connect Delay (MO)] + [MMS Send Delay (WAP1.X)])
Where:R1 = [MMS Send Requests (WAP2.0)]/ ([MMS Send Requests (WAP2.0)] + [MMS Send
Requests (WAP1.X)])
R2 = [MMS Send Requests (WAP1.X)]/ ([MMS Send Requests (WAP2.0)] + [MMS Send
Requests (WAP1.X)])
MMS TCP Connect Delay (MO) = SUM [Time of TCP_ACK message Time of TCP_SYN
message] / # TCP_ACK messages
MMS Send Delay (WAP2.0) = SUM [Time of Associated C1-Submit-Res message - Time of
TCP_ACK message]/ # associated C1-Submit-Res messages
MMS WSP Connect Delay (MO) =SUM [Time of WAP (WSP/TCP) ACK message Time of
WAP (WSP/TCP) CONNECT message]/ # WAP (WSP/TCP) ACK messages
MMS Send Delay (WAP1.X) = SUM [Time of Associated C1-Submit-Res message - Time of
WAP (WSP/TCP) ACK message]/# associated C1-Submit-Res messages
Units: Seconds
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CO-C-30 % MMS Download Success

R3*[TCP Connect Success Rate]*[MMS Download Success Rate (WAP2.0)] +R4*[MMS WSP
Connect Success Rate (MT)]*[MMS Download Success Rate (WAP1.X)]
Where:R3 = [MMS Download Requests (WAP2.0)]/ ([MMS Download Requests (WAP2.0)] + [MMS
Download Requests (WAP1.X)])
R4 = [MMS Download Requests (WAP1.X)]/ ([MMS Download Requests (WAP2.0)] + [MMS
MMS Download Success Rate (WAP2.0) = # Associated MM1_Acknowledgement_Req
messages / # TCP-ACK messages
MMS Download Success Rate (WAP1.X) = # Associated MM1_Acknowledgement_Req
messages / # WAP (WSP/TCP) ACK messages
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Calling Party Number,
Units: %
CO-C-31 # Seconds per MMS Download

R3*([MMS TCP Connect Delay (MT)] + [MMS Download Delay (WAP2.0)]) +R4*([MMS WSP
Connect Delay (MT)] + [MMS Download Delay (WAP1.X)])
Where:R3 = [MMS Download Requests (WAP2.0)]/ ([MMS Download Requests (WAP2.0)] + [MMS
R4 = [MMS Download Requests (WAP1.X)]/ ([MMS Download Requests (WAP2.0)] + [MMS
MMS TCP Connect Delay (MT) = SUM [Time of TCP_ACK message Time of TCP_SYN
message] / # TCP_ACK messages
MMS Download Delay (WAP2.0) = SUM [Time of Associated MM1_Acknowledgement_Req
message - Time of TCP_ACK message]/ # associated MM1_Acknowledgement_Req
messages
MMS WSP Connect Delay (MT) =SUM [Time of WAP (WSP/TCP) ACK message Time of
WAP (WSP/TCP) CONNECT message]/ # WAP (WSP/TCP) ACK messages
MMS Download Delay (WAP1.X) = SUM [Time of Associated MM1_Acknowledgement_Req
message - Time of WAP (WSP/TCP) ACK message]/# associated
MM1_Acknowledgement_Req messages
Units: Seconds
CO-C-32 # Kb/s MMS Send Throughput

(R1*[ MMS_WAP20_SEND_DATA_SIZE]+R2*[ MMS_WAP1X_SEND_DATA_SIZE])/#
Seconds per MMS Send
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Where:R1 = [MMS Send Requests(WAP2.0)]/([MMS Send Requests(WAP2.0)] + [MMS Send

Requests(WAP1.X)])
R2 = [MMS Send Requests(WAP1.X)]/([MMS Send Requests(WAP2.0)] + [MMS Send
Requests(WAP1.X)])
MMS_WAP20_SEND_DATA_SIZE: Indicates the mean size of the WAP2.0 protocol data
packet sent by the MMS message sender between the C1_Submit_Req message and the
C1_Submit_Res message in the MMS Submit Process.
MMS_WAP1X_SEND_DATA_SIZE: Indicates the mean size of the WAP1.X protocol data
packet sent by the MMS message sender between the C1_Submit_Req message and the
C1_Submit_Res message in the MMS Submit Process.
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Technology Type {GSM,
3G, TD-LTE, FD-LTE.}
Units: Kb/s
Comments: None
CO-C-33 # Kb/s MMS Download Throughput

(R3*[ MMS_WAP20_REC_DATA_SIZE]+R4*[ MMS_WAP1X_REC_DATA_SIZE])/# Seconds
per MMS Download
Where:R3 = [MMS Download Requests(WAP2.0)]/([MMS Download Requests(WAP2.0)]+[MMS
Download Requests(WAP1.X)])
R4 = [MMS Download Requests(WAP1.X)]/([MMS Download Requests(WAP2.0)]+[MMS
Download Requests(WAP1.X)])
MMS_WAP20_REC_DATA_SIZE: Indicates the mean size of the WAP2.0 protocol data
packet downloaded by the MMS message receiver between the MM1_Retrieve_Req message
and the MM1_Retrieve_Res message in the MMS Extraction Process.
MMS_WAP1X_REC_DATA_SIZE: Indicates the mean size of the WAP1.X protocol data
packet downloaded by the MMS message receiver between the MM1_Retrieve_Req message
and the MM1_Retrieve_Res message in the MMS Extraction Process.
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Technology Type {GSM,
3G, TD-LTE, FD-LTE.}
Units: Kb/s
Comments: None
7.1.6. Messaging Service (SMS)

CO-C-34 # SMS Origination Attempts
# Channel Required messages received for SMS send
Units: Number
Value: Used to measure SMS performance
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Comments: None
CO-C-35 # SMS Origination Success

# CP_ACK messages received from MS following MSC forwarding the SMS to the SMC
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number
Technology Type {GSM, 3G, TD-LTE, FD-LTE.},
Units: Number
Comments: None
CO-C-36 % SMS Origination Success

# SMS Origination Success/ # SMS Origination Attempts
Units: %
Comments: None
CO-C-37 # Seconds SMS Origination

SUM (Time of final CP-ACK received Time of Channel Required Received)/# SMS
Origination Success
Units: Seconds
Comments: Messages specific to the SMS send procedure are counted
CO-C-38 # SMS Termination Attempts

# Channel Required messages received for SMS Termination
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Calling Party Number
Units: Number
Comments: None
CO-C-39 # SMS Termination Success

# CP_ACK messages received at the MSC following forwarding the SMS to the MS
Units: Number
Comments: None
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CO-C-40 % SMS Termination Success

# SMS Termination Success/ # SMS Termination Attempts
Units: %
Comments: None
CO-C-41 # Seconds SMS Termination

Sum(Time of final CP-ACK received Time of CM Service Request Received)/# SMS
Termination Success
Units: Seconds
Comments: Messages specific to the SMS termination procedure are counted
7.1.7. Messaging Service (Email)

CO-C-42 % Email Login Success
( # SMTP Login Success + # POP3 Login Success + # IMAP Login Success)/ (# SMTP Login
Attempts + # POP3 Login Attempts + # IMAP Login Attempts)
Where:
# <protocol> Attempts = # Associated TCP SYN messages,
# <protocol> Success = # <protocol> Authentication Successful messages
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Email Server IP Address,
Units: %
Value: Used to measure Email performance
Comments: <protocol> indicates SMTP, POP3 and IMAP
CO-C-43 # Seconds Email Login

SUM (SMTP Login Delay + POP3 Login Delay + IMAP Login Delay + TCP Connect Delay)/(#
SMTP Login Success + # POP3 Login Success + # IMAP Login Success)
Where:
< protocol > Login Delay = Time of <protocol> Authentication Successful message Time of
Associated TCP-SYN message
# <protocol> Login Success = # Associated Authentication Successful messages
Units: Seconds
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Comments: <protocol> indicates SMTP, POP3 and IMAP. associated means occurring in the
same transaction sequence (thread).
CO-C-44 % Email Send Success

[# SMTP Send Success]/[# SMTP Send Requests]
Where:
# SMTP Send Success =# MAIL FROM messages
# SMTP Send Requests = # Final 250 OK messages
Units: %
Comments: None
CO-C-44a # Seconds Email Send Delay

SUM [Time of SMTP Send Success-Time of SMTP Send Request]/# SMTP Send Success
Where:
SMTP Send Success =MAIL FROM message
SMTP Send Request = Final 250 OK message
Units: Seconds
Comments: None
CO-C-45 # Kb/s Email Send Throughput

SUM [# Kb SMTP Send]/SUM [# Seconds SMTP Send]
Where:
# Kb SMTP Send = Size in Kb of associated DATA messages
# Seconds SMTP Send = Time of Final 250 OK message - Time of associated MAIL FROM
message
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Email Server IP Address
Technology Type {GSM, 3G, TD-LTE, FD-LTE.},
Units: Kb/s
CO-C-46 % Email Download Success

[# POP3 Download Success + # IMAP Download Success]/[# POP3 Download Requests + #
IMAP Download Requests]
Where:
# POP3 Download Success = # OK messages
# POP3 Download Requests = # RETR a messages
# IMAP Download Success = # OK Fetch messages
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# IMAP Download Requests = # UID Fetch messages

Units: %
Comments: None
CO-C-46a # Seconds Email Download Delay

[SUM[Time of POP3 Download Success-Time of POP3 Download Request]+SUM[Time of
IMAP Download Success-Time of IMAP Download Request]]/[# POP3 Download Success + #
IMAP Download Success]
Where:
POP3 Download Success = OK message
POP3 Download Request = RETR a message
IMAP Download Success = OK Fetch message
IMAP Download Request = UID Fetch message
Units: Seconds
Comments: None
CO-C-47 # Kb/s Email Download Throughput

SUM [# Kb IMAP Download+ # Kb POP3 Download]/SUM[# Seconds IMAP Download + #
Seconds POP3 Download]
Where:
# Kb IMAP Download = Size in Kb of associated OK Fetch messages
# Seconds IMAP Download = Time of Final OK Fetch message - Time of associated UID
Fetch message
# Kb POP3 Download = Size in Kb of associated Server send message a content messages
# Seconds POP3 Download = Time of Final OK message - Time of associated RETR a
message
Units: Kb/s
Comments: associated means occurring in the same transaction sequence (thread).
7.1.8. Post-Roaming Experience

CO-C-48 # Seconds Returning Roamer Registration
Time of Registration Time of First Signal
Where:
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Time of Registration = Time that mobile successfully completes the first Location Update or
Attach procedure on the home network after roaming
Time of First Signal = Time that the first message is received by the home network from the
mobile after roaming
Dimensions: Customer ID, Device ID
Units: Seconds
Value: Used to measure the experience of a returning roaming customer
Comments: None
CO-C-49 # Returning Roamer Registrations

# First registrations of returning roamers
Dimensions: Customer ID, Device ID, Registration Cell-ID
Units: Number
Value: Used to measure the experience of a returning roaming customer
Comments: None
7.1.9. Wi-Fi Offload

CO-C-50 # Wi-Fi Registrations
# Registrations on Wi-Fi Access Points
Dimensions: Customer ID, AP ID
Units: Number
Value: Used to measure the relative usage of Wi-Fi access points.
Comments: None
7.1.10. File Access Service

CO-C-51 % File Access Response Success
# Initial HTTP Reply 200 OK messages/# Initial DNS Request messages
Units: %
Value: Used to measure File Access experience
Comments: None
CO-C-52 # Seconds File Access Response Delay

SUM[Time of Initial HTTP Reply 200 OK message-Time of Initial DNS Request
message]/#Initial HTTP Reply 200 OK message
Units: Seconds
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Comments: None
CO-C-53 % File Access Transfer Success

# Final HTTP Data N messages/# Initial HTTP 200 OK messages
Units: %
Comments: None
CO-C-54 # Seconds File Access Transfer Delay

SUM[Time of HTTP Data .last message-Time of Initial HTTP 200 OK message]/# HTTP
Data.last message
Units: Seconds
Comments: None
CO-C-55 # Kb/s File Access Transfer Throughput

SUM[HTTP Reply Data N message content]/SUM[Time of HTTP Data.last message Time of
Associated HTTP 200 OK message]
Units: Kb/s
7.2.
Wireless Per-Enterprise Customer Metrics
7.2.1. Network Service Experience

CO-E-1
Network Outdoor Coverage Subjective Score (Enterprise)
Enterprise Customer Response to Our network provides excellent outdoor quality and stability
Value: Used to measure the customers perception of the network coverage
Comments: None
CO-E-2 Network Outdoor Coverage Comparative Subjective Score

(Enterprise)
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Enterprise Customer Response to How does our networks outdoor quality and stability
Value: Competitive benchmarking. Used to measure the customers perception of the network
coverage compared with competitors.
Comments: None
CO-E-3
Network Indoor Coverage Subjective Score (Enterprise)
Enterprise Customer Response to Our network provides excellent indoor quality and stability
Comments: None
CO-E-4 Network Indoor Coverage Comparative Subjective Score

(Enterprise)
Enterprise Customer Response to How does our networks indoor quality and stability
coverage compared with competitors.
Comments: None
CO-E-5
Network Service Subjective Score (Enterprise)
Enterprise Customer Response to How satisfied are you with attribute x of our Network
Service
Dimensions: Enterprise Customer ID, Service Plan ID, Attribute {Overall Quality, Value for
Money}, First Month {Y/N}
Value: Used to measure the user experience of the Network Service
Comments: The First Month flag enables the Enterprise Customers initial feelings about the
network service to be tracked.
CO-E-6
Network Service Comparative Subjective Score (Enterprise)
Enterprise Customer Response to How does attribute x of our Network Service compare with
competitor y
Dimensions: Enterprise Customer ID, Service Plan ID, Competitor ID, Attribute {Overall
Quality, Value for Money}
service compared with competitors.
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Comments: None
7.2.2. Product Experience

CO-E-7
Product Subjective Score (Enterprise)
Enterprise Customer Response to How satisfied are you with attribute x of this product
Dimensions: Survey ID, Enterprise Customer ID, Product ID, Attribute {Overall Quality, Value
for Money}, First Month {Y/N}
Value: Used to measure the user experience of a specific product.
Comments: The First Month flag enables the Enterprise Customers initial feelings about the
product to be tracked.
CO-E-8
Product Comparative Subjective Score (Enterprise)
Enterprise Customer Response to How does attribute x of this product compare with other
products you have used
Dimensions: Enterprise Customer ID, Product ID, Competitor Product ID, Attribute {Overall
Quality, Value for Money}
Value: Competitive Benchmark. Used to measure the customers perception of the product
compared with competitors products.
Comments: None
7.2.3. Security Experience

CO-E-9
Security Software Subjective Score (Enterprise)
Enterprise Customer Response to How satisfied are you with attribute x of the security
software provided
Dimensions: Enterprise Customer ID, Attribute {Effectiveness, Ease of Use}
Value: Used to measure the user experience of the security solution
Comments: None
CO-E-10 Network Security Subjective Score (Enterprise)

Enterprise Customer Response to How satisfied are you with the security of our network
Value: Used to measure the user experience of the security solution
Comments: None
7.2.4. Roaming Experience

CO-E-11 Roaming Performance Subjective Score (Enterprise)
Enterprise Customer Response to How satisfied are you with the quality of the service
provided when roaming (in country x, network y)?
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Dimensions: Enterprise Customer ID, Roaming Country ID, Roaming Network ID

Value: Used to measure the customers perception of the roaming service
Comments: None
CO-E-12 Roaming Performance Comparative Subjective Score (Enterprise)

Enterprise Customer Response to How does the quality of our roaming service compare with
competitor x?
Value: Competitive Benchmark. Used to measure the customers perception of the roaming
service compared with competitors.
Comments: None
7.3.
Wireless Functional Metrics
7.3.1. Network NPS

CO-F-1a
Network NPS
Sample Customer Survey Response to How likely are you to recommend us to your family
and friends based upon your experience of using our network?
Units: 10 (Very Likely) - 0 (Not at all Likely)
Value: Used to measure the customers perception of the network service
Comments: NPS = % of promoters (9-10 in likely to recommend scale) - % of detractors (0-6 in
likely to recommend scale)
7.3.2. Network Coverage Experience

CO-F-1
Network Outdoor Coverage Subjective Score
Sample Customer Survey Response to Our network provides a good signal at outdoor
locations where you wish to use your device
Comments: None
CO-F-2
Network Indoor Coverage Subjective Score
Sample Customer Survey Response to Our network provides a good signal at indoor
locations where you wish to use your device
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Comments: None
7.3.3. Roaming Experience

CO-F-3
% Returning Roamer Registrations Border Cell
# First Returning Roamer Registrations (Border Cell)/ # First Returning Roamer Registrations
Where:
# First Returning Roamer Registrations (Border Cell) = # First Returning Registrations where
the Registration Cell ID is a specified cell at a border crossing point.
Dimensions: Device ID
Units: Percent
Value: Used to measure the experience of a returning roaming customer. Measures the
proportion of returning roamers who successfully register on the cell at the network border.
Comments: None
CO-F-4
Roaming Subjective Score
Sample Customer Survey Response to How satisfied are you with the quality of the service
provided when roaming (in country x, network y)?
Dimensions: Survey ID, Customer ID, Roaming Country ID, Roaming Network ID
Value: Used to measure the customers perception of the roaming service
Comments: None
7.3.4. Service Experience

CO-F-5
Network Service Subjective Score
Sample Customer Survey Response to How satisfied are you with attribute x of our Network
Service
Dimensions: Survey ID, Customer ID, Service Plan ID, Attribute {Overall Quality, Value for
Money}, First Month {Y/N}
Value: Used to measure the user experience of the Network Service
Comments: The First Month flag allows the customers initial feelings about the network
service to be tracked.
CO-F-5a
Voice Service Subjective Score
Sample Customer Survey Response to I am able to make and receive calls wherever I am
without being cut-off
Value: Used to measure the customers perception of the voice service
Comments: None
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CO-F-5b
Data Service Subjective Score
Sample Customer Survey Response to I get good and consistent data speeds when using
the internet on my phone
Value: Used to measure the customers perception of the data service
Comments: None
7.3.5. Product Experience

CO-F-6
Product Subjective Score
Sample Customer Survey Response to How satisfied are you with attribute x of this product
Dimensions: Survey ID, Customer ID, Product ID, Attribute {Overall Quality, Value for Money},
First Month {Y/N}
Value: Used to measure the user experience of a specific product
Comments: The First Month flag allows the customers initial feelings about the product to be
tracked.
7.3.6. Availability of Service

CO-F-7
# Service Interruptions
Dimensions: Service Type, Network Element ID, Start Time
Units: Number
Value: Used to measure service availability
Comments: Includes planned and unplanned interruptions
CO-F-8
% Availability - Planned
# Hours Service Available / (# Hours in Month - # Hours Unavailable Scheduled)

Dimensions: Service Type, Network Element ID
Units: %
Value: Used to measure planned service and network availability (Scheduled Outages are
exempt)
Comments: None
CO-F-9
% Availability Actual
# Hours Service Available / # Hours in Month

Dimensions: Service Type, Network Element ID
Units: %
Value: Used to measure absolute service and network availability (Scheduled Outages are
NOT exempt)
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Comments: None
7.3.7. Voice Service Consistency

CO-F-10 # Seconds Call Origination Standard Deviation
Standard Deviation of # Seconds Call Origination, from CM Service Request to Alerting
Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE, FD-LTE.}
Units: Seconds
Value: Used to measure the consistency of call setup times
Comments: None
7.3.8. Data Service Consistency (Web)

CO-F-11 # Seconds per Page Response Standard Deviation
Standard Deviation of # Seconds per Web Page Response
Units: Seconds
Value: Used to measure the consistency of web page response
Comments: None
CO-F-12 # Seconds Web Page Browsing Delay Standard Deviation

Standard Deviation of # Seconds Web Page Browsing Delay
Units: Seconds
Value: Used to measure the consistency of web page loading time
Comments: None
CO-F-13 # Seconds Home Page Browsing Delay Standard Deviation

Standard Deviation of # Seconds Home Page Browsing Delay
Units: Seconds
Value: Used to measure the consistency of home page loading time. The Web Site home
page loading time has a greater impact on customer experience than that of other Web Site
pages.
Comments: None
CO-F-14 # Kb/s Web Page Download Throughput Standard Deviation

Standard Deviation of Web Page Download Throughput
Units: Kb/s
Value: Used to measure the consistency of web page download throughput
Comments: None
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7.3.9. Data Service Consistency (Streaming)

CO-F-15 # Seconds Streaming Response Standard Deviation
Standard Deviation of # Seconds Streaming Response
Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE, FD-LTE.},
Media Type {720P Video, 1080P Video}
Units: Seconds
Value: Used to measure the consistency of media streaming performance
CO-F-16 Streaming Stall Frequency Standard Deviation

Standard Deviation of Streaming Stall Frequency
Units: Stalls/Hour
Value: Used to measure the consistency of media streaming performance
CO-F-16a # Kb/s Streaming Download Throughput Standard Deviation

Standard Deviation of # Kb/s Streaming Download Throughput
Units: Kb/s
Value: Used to measure the consistency of media streaming experience
7.3.10. Data Service Consistency (WAP)

CO-F-17 # Seconds WAP Page Response Standard Deviation
Standard Deviation of # Seconds per WAP Page Response
Dimensions: Device Type, Region ID
Units: Seconds
Value: Used to measure the consistency of WAP performance
Comments: None
CO-F-18 # Seconds WAP Page Browsing Delay Standard Deviation

Standard Deviation of # Seconds Page Browsing Delay
Units: Seconds
Comments: None
CO-F-19 # Kb/s WAP Page Download Throughput Standard Deviation

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Standard Deviation of WAP Page Download Throughput

Units: Kb/s
Comments: None
7.3.11. Messaging Service Consistency (MMS)

CO-F-20 # Seconds MMS Send Standard Deviation
Standard Deviation of # Seconds per MMS Send
Units: Seconds
Value: Used to measure the consistency of MMS performance
Comments: None
CO-F-21 # Seconds MMS Download Standard Deviation

Standard Deviation of # Seconds per MMS Download
Units: Seconds
Comments: None
CO-F-22 # Kb/s MMS Send Throughput Standard Deviation

Standard Deviation of MMS Send Throughput
Units: Kb/s
Comments: None
CO-F-23 # Kb/s MMS Download Throughput Standard Deviation

Standard Deviation of MMS Download Throughput
Units: Kb/s
Comments: None
7.3.12. Messaging Service Consistency (SMS)

CO-F-24 # Seconds SMS Origination Standard Deviation
Standard Deviation of # Seconds SMS Origination
Units: Seconds
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Value: Used to measure the consistency of SMS performance
Comments: None
CO-F-25 # Seconds SMS Termination Standard Deviation

Standard Deviation of # Seconds SMS Termination
Units: Seconds
Value: Used to measure the consistency of SMS performance
Comments: None
7.3.13. Messaging Service Consistency (Email)

CO-F-26 # Seconds Email Login Standard Deviation
Standard Deviation of # Seconds Email Login
Units: Seconds
Value: Used to measure the consistency of Email performance
Comments: None
CO-F-27 # Kb/s Email Send Throughput Standard Deviation

Standard Deviation of Email Send Throughput
Units: Kb/s
Comments: None
CO-F-28 # Kb/s Email Download Throughput Standard Deviation

Standard Deviation of Email Download Throughput
Units: Kb/s
Comments: None
7.3.14. Roaming Service Consistency

CO-F-29 # Seconds Returning Roamer Registration Standard Deviation
Standard Deviation of # Seconds Returning Roamer Registration
Dimensions: Device Type
Units: Seconds
Value: Used to measure the consistency of return roaming performance
Comments: None
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7.4.
Fixed-Line Per-Customer Metrics
7.4.1. Fixed-Line Voice Service

CO-C-100 % Call Setup Failure Perceived
1- (# Fixed Line Originated Call Alerting/# Fixed-line Originated Call Attempts)
Dimensions: Customer ID, Device ID, Location, Calling Party Number, Called Party Number
Units: %
Value: Used to measure fixed-line voice service performance
Comments: None
CO-C-101 % Calls Dropped Perceived

# Calls Dropped/# Calls Answered
Units: %
Value: Used to measure fixed-line voice service performance
Comments: None
CO-C-102 # Seconds per Call Origination, from all digits received to Alerting
Sum (Time of Alerting Transmitted Time of all digits received)/# Mobile Originated Call
Alerting
Units: Seconds
Comments: None
7.4.2. Conference Call Service

CO-C-103 # Access Attempts per Conference Call User
Sum (# Conference Call Access Attempts)/# Conference Call Access Success
Dimensions: Called Party Number
Units: Number
Value: Used to measure Conference Service performance
Comments: Only attempts made by users who eventually successfully access the service are
counted.
7.4.3. Fixed-Line Data Service

CO-C-104 % Bandwidth Utilisation
Bandwidth Used/Bandwidth Available
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Dimensions: Customer ID, Device ID, Location, Link ID, Technology Type{VPN, IP}
Units: %
Value: Used to measure Data Service usage
Comments: None
7.4.4. Service Availability

CO-C-105 # Service Interruptions
Dimensions: Customer ID, Service Type, Start Time
Units: Number
Value: Used to measure service availability
Comments: Includes planned and unplanned interruptions
CO-C-106 # Minutes Service Unavailable

# Minutes Service Unavailable
Dimensions: Service Type, Customer ID, Device ID, Location, Start Time
Units: Minutes
Value: Used to measure service unavailability
Comments: None
CO-C-107 # Minutes Between Service Interruptions - Minimum

Min(Time of Service Interruption(x) Start Time of Service Interruption(x-1) End)
Where x is an instance of service interruption
Dimensions: Service Type, Customer ID, Device ID, Location, Start Time
Units: Minutes
Value: Used to measure service unavailability.
Comments: A small gap between service interruptions may indicate that a single user activity
is interrupted multiple times this would have a big impact on customer experience.
CO-C-108 % Availability - Planned

# Hours Service Available / (# Hours in Month - # Hours Unavailable Scheduled)
Dimensions: Service Type,
Units: %
Value: Used to measure planned service and network availability (Scheduled Outages are
exempt)
Comments: None
CO-C-109 % Availability Actual

# Hours Service Available / # Hours in Month
Dimensions: Service Type,
Units: %
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Value: Used to measure absolute service and network availability (Scheduled Outages are
NOT exempt)
Comments: None
7.5.
Fixed-Line Per-Enterprise Metrics
7.5.1. SDH Performance

CO-E-100 # ms SDH Peer-to-Peer Transfer Delay - Mean
Sum (Time of Packet Received Time of Packet Sent)/# Packets Received
Dimensions: Customer ID, Device ID, Location
Units: ms
Value: Used to measure SDH performance
Comments: For use with leased lines.
CO-E-101 # Severely Errored Seconds

# Severely Errored Seconds
Dimensions: Customer ID, Device ID, Location
Units: Number
Value: Used to measure SDH performance
7.5.2. VPN/IP Performance

CO-E-102 % Packets Lost
# Packets Lost/# Packets Sent
Dimensions: Customer ID, Device ID, Location, Technology Type{VPN, IP}
Units: %
Value: Used to measure VPN performance
CO-E-103 # ms Transfer Delay - Maximum

Max(Time Packet Received Time Packet Sent)
Units: ms
CO-E-104 # ms Transfer Delay - Mean

Sum(Time Packet Received Time Packet Sent)/# Packets Received
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Units: ms
7.6.
Fixed-Line Functional Metrics

None
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Lifecycle Metrics
8. Manage (Manage Profile/Service, Receive Help, Receive

Resolution)
8.1.
8.1.1. Manage Service Performance

M-C-1
# Manage Profile Service Attempts
# Attempts to view or change personal profile or service configuration

Dimensions: Customer ID, Channel Type, Activity Type {Check Balance, Change
Service/Package, Update Info}
Units: Number
Value: Used to measure the performance across channels for the Manage Profile/Service
activity
Comments: This is from the customers perspective.
M-C-2
# Manage Profile Service Success
# Successful attempts to view or change personal profile or service configuration

Units: Number
activity
M-C-2a
# Seconds Manage Profile Service
# Seconds required to manage profile or service. Measured from start of attempt to successful
completion
Units: Seconds
M-C-2b
# Query Customer Data Attempts
# Attempts to view personal profile data of customer

Dimensions: Customer ID, Channel ID, Customer Data Type {Personal Details, XDRs, PUK,
Payment Status}
Units: Number
Value: Used to measure the performance of customer data querying by customer support staff.
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Comments: Internal measure which will directly impact customer experience.
M-C-2c
# Query Customer Data Success
# Successful attempts to view personal profile data of customer

Payment Status}
Units: Number
M-C-2d
# Seconds Query Customer Data
# Seconds required to query customer data. Measured from start of query to successful return
of data.
Payment Status}
Units: Seconds
8.1.2. On-Site Maintenance Experience

M-C-3
Field Service Representative Subjective Score Maintenance
Customer Survey Response to How satisfied were you with attribute x of our Field Service
Representative
Dimensions: Customer ID, FSR ID, Attribute {Attitude and Appearance, Speed of
Maintenance, Tidiness, Performance and Efficiency, Product Knowledge, Punctuality}
Value: Used to measure the customer experience of the Field Service Representative
Comments: None
8.1.3. Incident Resolution Performance

M-C-4
# Contacts Successful
# Contacts with a CSR regarding a new or repeat incident or query

Dimensions: Customer ID, Channel Type, CSR ID, Incident Type {Bill query, Service
problem}, First Month {Y/N}
Units: Number
Value: Used to measure the performance of support channels
Comments: None
M-C-4a
# Contacts Successful - Backfire
# Contacts regarding a proactive message

Dimensions: Customer ID, Channel Type, CSR ID, Trigger Id
Units: Number
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Value: Used to measure the success of proactive messaging
Comments: Trigger Id is the proactive event or message which caused the user to call.
M-C-4b
Propensity to Call (PTC)
#Contacts Successful/#Customers
Dimensions: Customer ID, Channel Type, Incident Type {Bill query, Service problem}, First
Month {Y/N}
Units: Contacts per customers per year
Comments: Although typically expressed as contacts per customer per year, this can be
normalized to other units such as contacts per 1000 customers per month.
M-C-4c # New Contacts Successful

# Contacts with a CSR regarding a new incident or query
Dimensions: Customer Customer ID, Channel Type, CSR ID, Incident Type {Bill query,
Service problem}, First Month {Y/N}
Units: Number
Comments: None
M-C-5
# First Contact Resolutions
# Contacts regarding a new incident or query resolved during the contact

Units: Number
Comments: None
M-C-5a
# First Contact Resolutions - No Transfer
# Contacts regarding a new incident or query resolved during the contact without need for
transfer to another agent
Units: Number
Comments: None
M-C-5b
# Contact Transfers
# Contacts which need to be transferred to another agent to progress

Units: Number
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Comments: None
M-C-5c
# Contacts Abandoned Service Phase
# Abandoned attempts after contacting a Customer Service Representative

Dimensions: Channel Type, Customer ID, CSR ID, Incident Type {Bill query, Service
Units: Number
Value: Used to measure the performance of support channels. This should include any call
which terminates within 5 seconds of connection to an operator.
Comments: None
M-C-5d
# Contacts Resolved IVR Phase
# Contacts resolved by the IVR system

Dimensions: Customer ID, Incident Type {Bill query, Top-Up, Service problem}, First Month
{Y/N}
Units: Number
Value: Used to measure the performance of the IVR system.
Comments: This counts any call to the IVR system which terminates at a designated
termination point. Eg Balance enquiry, top-up, feature activation.
M-C-5e
# Contacts Abandoned IVR Phase
# Abandoned contact attempts during the IVR phase

Dimensions: Customer ID, First Month {Y/N}
Units: Number
Value: Used to measure the performance of the IVR system.
Comments: This counts any call to the IVR system which terminates at a non-designated
termination point. It is recommended that subjective surveys be conducted to ascertain why
the call was abandoned.
M-C-6
# Incidents
# Incidents (Trouble Tickets) raised

Dimensions: Customer ID, Channel Type, CSR ID, Incident Type {Bill query, Service problem,
Security, Privacy }, First Month {Y/N}
Units: Number
Value: Used to measure the performance of Incident resolution
Comments: None
M-C-6a
# Incidents Resolved
# Incidents Resolved
Dimensions: Customer ID, Incident Type {Bill query, Service problem, Security, Privacy },
First Month {Y/N}
Units: Number
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Comments: None
M-C-6b
# Incidents Closed
# Incidents Closed
First Month {Y/N}
Units: Number
Comments: None
M-C-6c
# Incidents Due Closure
# Incidents due to be closed during the capture period to meet cycle time
First Month {Y/N}
Units: Number
Comments: None
M-C-7
# Incidents Resolved within 24 hours
# Incidents resolved and closed within 24 hours

First Month {Y/N}
Units: Number
Comments: If an incident cannot be resolved immediately, customers are happier if it is
resolved within 24 hours.
M-C-8
# Incidents Resolved Within Cycle Time
# Incidents resolved and closed within cycle time

First Month {Y/N}
Units: Number
Comments: None
M-C-9
# Incidents Resolved outside cycle time
# Incidents resolved and closed outside cycle time

First Month {Y/N}
Units: Number
Comments: None
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M-C-9a
# Minutes to Resolve Incident, from Incident Opened to Incident
Resolved
Time Incident Resolved Time Incident Opened
Dimensions: Customer ID, Incident Type {Bill query, Service problem, Service request,
Units: Minutes
Comments: None
M-C-9b # Minutes to Close Incident, from Incident Resolved to Incident

Closed
Time Incident Closed Time Incident Resolved
Dimensions: Customer ID, Incident Type {Bill query, Service problem, Service request,
Units: Minutes
Comments: None
M-C-10
# Unresolved incidents Working backlog
# Incidents unresolved but still within cycle time

First Month {Y/N}
Units: Number
Comments: None
M-C-11
# Unresolved Incidents Smelly Fish
# Incidents unresolved and outside cycle time

First Month {Y/N}
Units: Number
Comments: None
M-C-11a # Incidents Closed - Unresolved

# Incidents closed without resolution (including no fault found)
First Month {Y/N}
Units: Number
Comments: None
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M-C-11b # Incidents Closed No Fault Found

# Incidents closed without finding any fault
First Month {Y/N}
Units: Number
Comments: None
M-C-12
# Repeat Contacts
# Subsequent contacts from the same customer about the same unresolved incident
Dimensions: Customer ID, Channel Type, Incident Type {Bill query, Service problem, Security,
Privacy }, First Month {Y/N}
Units: Number
Value: Used to measure the performance of Incident resolution. A repeat contact indicates that
the customer is becoming impatient for resolution.
Comments: None
8.1.4. Complaint Handling Performance

M-C-13
# Complaints
# Complaints received
Dimensions: Customer ID, Channel Type, Complaint ID, Complaint Type {Product, Policy,
People, Network, Security, Privacy, Marketing Program, Bill Shock, Roaming Charges}, First
Month {Y/N}
Units: Number
Value: Used to measure the level of customer satisfaction with the SPs products and services.
Comments: The First Month flag will track whether the complaint occurs within the first month
of the customer using the service/product thereby indicating initial dissatisfaction.
M-C-14
# Complaints Resolved Within Cycle Time
# Complaints resolved within cycle time

Dimensions: Customer ID, Complaint ID, Complaint Type {Product, Policy, People, Network,
Security, Privacy, Billing, Marketing Program, Roaming}, First Month {Y/N}
Units: Number
Value: Used to measure the performance of Complaint resolution
Comments: None
M-C-15
# Complaints Resolved Outside Cycle Time
# Complaints resolved outside cycle time

Units: Number
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Comments: None
M-C-16
# Unresolved Complaints Working backlog
# Complaints unresolved but still within cycle time

Units: Number
Comments: None
M-C-17
# Unresolved Complaints Smelly Fish
# Complaints unresolved and outside cycle time

Units: Number
Comments: None
M-C-18
# Hours per Complaint Response
SUM [Time of Complaint Response Time of Complaint Received]/ # Complaint Responses

Units: Hours
Comments: None
M-C-19
# Hours per Complaint Resolution
SUM [Time of Complaint Resolution Time of Complaint Received]/ # Complaints Resolved

Units: Hours
Comments: None
M-C-19a $ Compensation
$ Compensation provided
Dimensions: Compensation Type {Refund, Credit, ..}, Customer ID, Channel Type,
Complaint ID, Complaint Type {Product, Policy, People, Network, Security, Privacy, Marketing
Program, Bill Shock, Roaming Charges}, First Month {Y/N}
Units: US$
Value: Used to measure the level of compensation provided
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8.1.5. Proactive Complaint Prevention

M-C-20
# Stop Usage Events
# Stop Usage Events triggered to prevent Bill Shock

Dimensions: Customer ID, Trigger Threshold
Units: Number
Value: Used to measure performance of bill shock prevention process
Comments: None
M-C-21
# Requests to Cancel Stop Usage
# Requests from the customer to cancel the Stop Usage Action

Units: Number
Comments: Indicates that the customer did not wish usage to be stopped
M-C-22
% Stop Usage Events False Trigger
# Requests to Cancel Stop Usage/ # Stop Usage Events

Units: %
Value: Used to measure the false trigger rate of stop usage events.
Comments: The stop usage threshold needs to be balanced against the number of complaints
received due to bill shock.
M-C-23
# Roaming Charge Notifications
# Roaming Charge Notifications sent to outgoing roaming customers

Dimensions: Customer ID
Units: Number
Comments: None
8.1.6. Compliments
M-C-24
# Compliments
# Compliments received
Dimensions: Customer ID, Channel Type, Compliment Type {People, Network Service },
First Month {Y/N}
Units: Number
Value: Used to measure the level of customer satisfaction with the SPs products and services.
Comments: None
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8.1.7. Online Portal

M-C-25
# Online Portal Registration Attempts
# Attempts to register on DSP online portal

Dimensions: Customer ID, Browser ID
Units: Number
Value: Used to measure the usability of the online portal
Comments: None
M-C-26
# Online Portal New Registrations
# Successful new registrations of DSP online portal

Units: Number
Value: Used to measure the usage of the online portal
Comments: None
M-C-27
# Online Portal Users -Total
# Unique current users in total who have registered on the online portal
Units: Number
Value: Used to measure the usage of the online portal
Comments: Long-term total, updated monthly.
M-C-28
# Online Portal Users - Active
# Unique users using online portal in last 3 months

Units: Number
Value: Used to measure the usage/usability of the online portal.
Comments: 3 month rolling window, updated monthly.
M-C-29
# Password Reminders
# Online portal password reminder requests

Units: Number
Value: Used to measure the usability of the online portal.
Comments: None
M-C-30
# Account Intrusions
# Reported online portal account intrusions

Units: Number
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Value: Used to measure the security of the online portal.

Comments: None
M-C-31
$ Loss Account Intrusion
$ loss due to account intrusion

Units: US$
Value: Measures the amount of money lost due to fraudulent use of online portal account.
Comments: None
8.1.8. Smartphone Application

M-C-32
# DSP Application Downloads
# Downloads of DSP application

Dimensions: Customer ID, App Version, OS type
Units: Number
Value: Used to measure the usage of the DSP application
Comments: Customer ID may not be available
M-C-33
# DSP Application New Activations
# New activations of DSP application

Units: Number
Comments: None
M-C-34
# DSP Application Users -Total
# Unique current users in total who have ever activated DSP Application
Units: Number
Comments: Long-term total, updated monthly.
M-C-35
# DSP Application Users - Active
# Unique users using DSP application in last 3 months

Units: Number
Value: Used to measure the usage/usability of the DSP application
Comments: 3 month rolling window, updated monthly.
8.1.9. Device Loss

M-C-36
# Devices Lost
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# Devices reported lost or stolen

Units: Number
Value: Measures the number and type of devices lost
Comments: None
M-C-37
# Devices Stolen
# Devices stolen
Units: Number
Value: Measures the number and type of devices reported as stolen, or lost and subsequently
fraudulently used.
Comments: None
M-C-38
$ Loss Device Theft
$ loss due to device theft

Dimensions: Customer ID, Device ID, Service Plan ID
Units: US$
Value: Measures the amount of credit used or charges incurred due to fraudulent use of device.
Comments: Use of pre-paid voice/data allowance should be converted to $ at the pro-rata rate.
M-C-39
# SIM Cards Replaced
# SIM cards replaced due to device loss, fault or format change

Dimensions: Customer ID, Channel ID, Device ID, Service Plan ID, SIM Card Type, Cause
{Device Loss, Fault, Format Change}
Units: Number
Value: Supports measurement of SIM card replacement service.
Comments: Format change means swapping between differing SIM card sizes. Typically
mini>micro and micro>nano.
M-C-40
# SIM Cards Replaced within Cycle Time
# SIM Cards Replaced within Cycle Time

Dimensions: Customer ID, Channel ID, SIM Card Type
Units: Number
Value: Measures performance of SIM card replacement process
Comments: None
M-C-41
# Minutes to Replace SIM Card, From Request to Activation
# Time to replace a SIM card, from initial request to successful activation of new card
Dimensions: Customer ID, Channel ID, SIM Card Type
Units: Minutes
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Value: Measures performance of SIM card replacement process

Comments: None
8.2.
8.2.1. Hardware Replacement Performance

M-E-1
% SIM Cards Replaced within Cycle Time (Enterprise)
# SIM Cards Replaced within Cycle Time/ # SIM Cards Replaced

Units: %
Value: Measures performance of SIM card replacement for enterprise customers.
Comments: None
M-E-2
# RMA Replacements
# RMA Replacements
Units: Number
Value: Measures performance of RMA for enterprise customers.
Comments: None
M-E-3
# RMA Replacements within Cycle Time
# RMA Replacements completed within Cycle Time

Units: Number
Comments: None
M-E-4
% RMA Replacements within Cycle Time
# RMA Replacements within Cycle Time/ # RMA Replacements

Units: %
Comments: None

M-E-5
M-E-6
Deleted. Duplicate of M-C-8

% Incidents Resolved within SLA Cycle Time
# Incidents Resolved Within SLA Cycle Time / # Incidents Resolved

Dimensions: Enterprise Customer ID, Incident Type
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Units: %
Value: Measures performance of Incident Resolution for enterprise customers.
Comments: The SLA cycle time may vary with enterprise customer
8.2.3. Maintenance Notification Performance

M-E-7
# Maintenance Notifications
# Maintenance notifications sent to enterprise customer

Dimensions: Enterprise Customer ID, Party performing maintenance {DSP, 3rd Party ID}
Units: Number
Value: Measures performance of Maintenance Notification process for enterprise customers.
Comments: None
M-E-8
# Maintenance Notifications Compliant
# Maintenance notifications sent to enterprise customer which exceed the specified advanced
notice period
Units: Number
Comments: None
M-E-9
% Maintenance Notifications Compliant
# Maintenance Notifications Compliant/ # Maintenance Notifications

Units: %
Comments: None
M-E-10
# Maintenance Notifications Violated
# Maintenance activities which exceeded the announced time window

Units: Number
Value: Measures performance of Maintenance process for enterprise customers.
Comments: None

M-E-11
Customer Service Manager Subjective Score General Support
Enterprise Customer Response to How satisfied are you with the general support provided by
your Customer Service Manager?
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Value: This metric measures the customers satisfaction with the general support of the
Customer Service Manager.
Comments: The capture period may be adjusted on a per-customer basis
M-E-12
Customer Service Manager Subjective Score Acute Support
Enterprise Customer Response to How satisfied are you with the acute support provided by
your Customer Service Manager?
Value: This metric measures the customers satisfaction with the acute support of the
M-E-13
Customer Service Manager Subjective Score Proactive Support
Enterprise Customer Response to How satisfied are you with the proactive support provided
by your Customer Service Manager? For example, providing regular guidance on maximizing
your companys effective use of the services we provide.
Value: This metric measures the customers satisfaction with the proactive support of the
M-E-14
% Enterprise Performance Reviews Compliant
# Enterprise Performance Reviews Compliant /# Enterprise Performance Reviews Required

Units: %
Value: This metric measures compliance to Enterprise Customer performance review
schedule.
Comments: None
M-E-14a
# Enterprise Performance Reviews Required
# Performance Reviews Required for Enterprise Customer

Units: Number
Value: Used to measure compliance to Enterprise Customer performance review schedule.
Comments: None
M-E-14b
# Enterprise Performance Reviews Compliant
# Performance reviews completed within target time

Units: Number
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Value: Used to measure compliance to Enterprise Customer performance review schedule.

Comments: None
8.2.5. Smartphone Application Experience

M-E-15
DSP Application Subjective Score (Enterprise)
Enterprise Customer Response to Our application is effective and easy to use

Dimensions: Enterprise Customer ID, App Version, OS type
Value: Used to measure the enterprise user experience of the DSP application
Comments: None
8.2.6. Enterprise Service Request Handling Performance

M-E-16
# Service Requests Opened
# Service Requests Opened

Dimensions: Enterprise Customer ID, Channel Type, CSM ID, Service Request Type {Line
Check, Cutover, Key Event..}, First Month {Y/N}
Units: Number
Value: Used to measure the performance of Service Request handling
Comments: None
M-E-17
# Service Requests Completed
# Service Requests Completed

Dimensions: Enterprise Customer ID, Service Request Type {Line Check, Cutover, Key
Event..}, First Month {Y/N}
Units: Number
Comments: None
M-E-18
# Service Requests Closed
# Service Requests Closed

Units: Number
Comments: None
M-E-19
# Service Requests Due Closure
# Service Requests due to be closed during the capture period to meet cycle time
Units: Number
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Comments: None
M-E-20
# Service Requests Closed Within Cycle Time
# Service Requests completed and closed within cycle time

Units: Number
Comments: None
M-E-21
# Service Requests Closed Outside Cycle Time
# Service Requests completed and closed outside cycle time

Units: Number
Comments: None
M-E-22
# Minutes to Complete Service Request, from Service Request
Opened to Service Request Completed
Time Service Request Completed Time Service Request Opened
Dimensions: Enterprise Customer ID, Service Request Type {Bill query, Service problem,
Service request, Security, Privacy }, Service Request Type {Line Check, Cutover, Key
Units: Minutes
Comments: None
M-E-23
# Minutes to Close Service Request, from Service Request
Completed to Service Request Closed
Time Service Request Closed Time Service Request Completed
Units: Minutes
Comments: None
M-E-24
# Uncompleted Service Requests Working backlog
# Service Requests uncompleted but still within cycle time

Units: Number
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Comments: None
M-E-25
# Uncompleted Service Requests Smelly Fish
# Service Requests uncompleted and outside cycle time

Units: Number
Comments: None
M-E-26
% Service Requests Closed Within Cycle Time
# Service Requests Closed Within Cycle Time/ # Service Requests Due Closure
Dimensions: Service Request Type {Line Check, Cutover, Key Event..}, First Month {Y/N}
Units: %
Comments: None
M-E-27
% Service Requests Closed outside cycle time
# Service Requests Closed Outside Cycle Time/ # Service Requests Closed

Units: %
Comments: None
M-E-28
% Uncompleted Service Requests Working backlog
# Uncompleted Service Requests Working backlog/ # Service Requests

Units: %
Value: Used to measure the performance of Service Request resolution
Comments: None
M-E-29
% Unresolved Service Requests Smelly Fish
# Uncompleted Service Requests Smelly Fish/ # Service Requests Opened

Units: %
Value: Used to measure the performance of Service Request resolution
Comments: None
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8.3.
Functional Metrics
8.3.1. Customer Service Experience

M-F-1
% Channel Customer Service Present
# channels customer service present/# channels

Dimensions: Customer Service Type {Payment, Top-Up, Service Plan Change, Info Update,
Query..}
Units: %
Value: Used to evaluate over how many channels each service is available to the customer
Comments: None
M-F-1a
# Channels
# channels over which the DSP can interact with the end-user
Dimensions: Channel Type
Units: Number
Comments: None
M-F-1b
# Channels Customer Service Present
# channels over which a particular service is present

Dimensions: Customer Service Type {Payment, Top-Up, Service Plan Change, Info Update,
Query..}, Channel Type
Units: %
Comments: None
M-F-2
% Manage Profile Service Success
# Manage Profile Service Success / # Manage Profile Service Attempts

Successful attempts to view or change personal profile or service configuration
Dimensions: Channel Type, Activity Type {Check Balance, Change Service/Package, Update
Info}
Units: %
activity
Comments: None
M-F-2a
% Query Customer Data Success
# Query Customer Data Success / # Query Customer Data Attempts

Successful attempts to view or change personal profile or service configuration
Payment Status}
Units: %
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M-F-3
Support Hotline Subjective Score Manage Service/Profile
Sample Customer Survey Response to How satisfied are you with the support provided by
our Support Hotline when seeking to change your service or profile?
Dimensions: Survey ID, Customer ID, Product ID, Service Plan ID, Activity Type {User Detail
Update, Service Plan Change.}, First Month {Y/N}
Value: Used to measure the perceived experience of the assistance provided by the Support
Hotline when requesting service/profile changes
Comments: None
M-F-4
Support Hotline Subjective Score Receive Help
our Support Hotline when seeking help with a problem?
Dimensions: Survey ID, Customer ID, Product ID, Service Plan ID, Incident Type, First Month
{Y/N}
Value: Used to measure the perceived experience of the assistance provided by the Support
Hotline when seeking help with a problem
Comments: None
M-F-5
Customer Service Center Subjective Score Manage Service/Profile
our Customer Service Center when seeking to change your service or profile?
Dimensions: Survey ID, Customer ID, Product ID, Service Plan ID, Service Center ID, Activity
Type {User Detail Update, Service Plan Change.}, First Month {Y/N}
Value: Used to measure the perceived experience of the assistance provided by the Customer
Service Center when requesting service/profile changes
Comments: None
M-F-6
Customer Service Center Subjective Score Receive Help
our Customer Service Center when seeking help with a problem?
Dimensions: Survey ID, Customer ID, Product ID, Service Plan ID, Service Center ID, Incident
Type, First Month {Y/N}
Value: Used to measure the perceived experience of the assistance provided by the Customer
Service Center when seeking help with a problem.
Comments: None
M-F-7
Online Channel Subjective Score Manage Service/Profile

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Sample Customer Survey Response to How satisfied are you with our Online Channel when
seeking to change your service or profile?
Dimensions: Survey ID, Customer ID, Product ID, Service Plan ID, Online Channel Type,
Activity Type {User Detail Update, Service Plan Change.}, First Month {Y/N}
Value: Used to measure the perceived experience of using the Online Channel for
service/profile changes.
Comments: None
M-F-8
Online Channel Subjective Score Receive Help
Sample Customer Survey Response to How satisfied are you with our Online Channel when
seeking help with a problem?
Dimensions: Survey ID, Customer ID, Product ID, Service Plan ID, Online Channel Type,
Incident Type, First Month {Y/N}
Value: Used to measure the perceived experience of using the Online Channel to seek help
with a problem.
Comments: None

M-F-9
Customer Service Representative Subjective Score
Sample Customer Survey Response to How satisfied were you with attribute x of the support
provided by our Customer Service Representative?
Dimensions: Survey ID, Customer ID, CSR ID, Attribute {Speed, Courtesy, Knowledge,
Effectiveness}, First Month {Y/N}
Value: Used to measure the perceived experience of the customer service representatives
performance at providing support.
Comments: None
8.3.3. Web Site Experience

M-F-10
% Web Site Page Votes Helpful
# Web Site Page Votes Helpful / # Web Site Page Votes

Dimensions: Web Page ID
Units: %
Value: Used to measure the usefulness of Web Site information pages
Comments: For each Web Page which provides information, answers FAQs etc. add a simple
e-poll asking the user to select Very Helpful, Somewhat Helpful, Unhelpful about the
information provided.
M-F-10a # Web Site Page Votes

# Responses Received to Web Page e-poll
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Units: %
Value: Used to measure the useful of Web Site information pages
M-F-10b # Web Site Page Votes Helpful

# Helpful Responses Received to Web Page e-poll
Units: Number
M-F-10c # Web Site Page Votes Unhelpful

# Unhelpful Responses Received to Web Page e-poll
Units: Number
Value: Used to measure the usefulness of Web Site information pages
M-F-11
% Web Site Pages Unhelpful
# Web Site Page Votes Unhelpful/ # Web Site Page Votes

Units: %
M-F-12
Web Site Content Subjective Score
Sample Customer Survey Response to How satisfied are you with the amount of information
provided on our Web Site?
Value: Used to measure the customers view of the adequacy of the Web Site content for selfhelp.
Comments: This score is applicable across the Customer Experience Lifecycle.
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Lifecycle Metrics
8.3.4. Smartphone Application Experience

M-F-13
DSP Smartphone Application Subjective Score
Sample Customer Survey Response to Our smartphone application is effective and easy to
use
Value: Used to measure the user experience of the SPs smartphone application
Comments: None
M-F-13a
% DSP Smartphone Applications - Activated
# DSP Smartphone Applications Activated/# DSP Smartphone Applications - Downloaded

Units: %
Comments: A low value may indicate usability problems.
M-F-13b
% DSP Smartphone Application Users - Active
# DSP Smartphone Application Users Active/# DSP Smartphone Application Users -Total
Units: %
Comments: 3 month rolling window, updated monthly. A low value may indicate usability
problems or limited usefulness of the application.
M-F-13c
# DSP Smartphone Applications - Downloaded
# DSP Smartphone Application Downloads

Units: Number
Comments: None
M-F-13d
# DSP Smartphone Applications - Activated
# DSP Smartphone Application New Activations

Units: Number
Comments: None
M-F-13e
# DSP Smartphone Application Users - Total
# Total Smartphone Application Activations since each version was introduced

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Units: Number
Comments: None
M-F-13f
# DSP Smartphone Application Users - Active
# distinct users who have used the DSP Smartphone Application at least once during the
preceding 3 months
Units: Number
Comments: None
8.3.5. Contact Handling and IVR Performance

M-F-14
# Contact Attempts - CSR
# Attempts to contact a Customer Service Representative

Dimensions: Channel Type, Customer ID, First Month {Y/N}
Units: Number
Comments: For call centers with IVR systems, this should be pegged when the users selects
the option to speak to an agent.
M-F-14a
# Contact Attempts - IVR
# Attempts to contact the IVR

Units: Number
Comments: None
M-F-14b
% Hotline Blocking Rate
% Calls unable to access the hotline/IVR due to blocking

Dimensions: Service Center ID
Units: Number
Value: Indicates whether the hotline is dimensioned correctly
Comments: This figure can be provided by the fixed line service provider
M-F-15
# Seconds Waiting Time per Contact
Sum (Time connected to support staff -Time contact originated )/# Contacts Successful
Dimensions: Channel Type, Customer ID
Units: Seconds
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Comments: This includes time spent navigating any IVR system plus any subsequent queuing
time. Includes calls to the sales hotline (making I-F-4 redundant).
M-F-16
# Contacts Abandoned Queuing Phase
# Abandoned attempts while waiting to contact a Customer Service Representative

Units: Number
Comments: Customer ID should be recorded if available. For the support hotline, the queuing
phase commences at the end of any required IVR interaction.
M-F-16a
% Contacts Abandoned IVR Phase
# Contacts Abandoned IVR Phase/# Contact Attempts - IVR

Units: Number
Value: Used to measure the performance of the IVR system
Comments: Customer ID should be recorded if available. This counts any call to the IVR
system which terminates at a non-designated termination point. It is recommended that
subjective surveys be conducted to ascertain why these calls were abandoned.
M-F-16b
% Contacts Resolved IVR Phase
# Contacts Resolved IVR Phase /# Contact Attempts - IVR

Dimensions: Customer ID, Incident Type {Bill query, Top-Up, Service problem}, First Month
{Y/N}
Units: Number
Value: Used to measure the performance of the IVR system
Comments: Customer ID should be recorded if available
M-F-17
% Contacts Abandoned Queuing Phase
# Contacts Abandoned Queuing Phase/# Contact Attempts

Units: %
Comments: None
M-F-17a
% Contacts Abandoned Service Phase
# Contacts Abandoned Service Phase/# Contact Attempts - CSR

Units: %
Comments: None
M-F-17b
% Contacts Successful
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# Contacts Successful/# Contact Attempts - CSR

Dimensions: Channel Type, First Month {Y/N}
Units: %
Comments: None
M-F-18
# Seconds talk-time per Contact
SUM (Time Contact Ended Time Contact with Customer Support Representative Started)/#
Contacts Successful
Units: Seconds
Comments: None
M-F-19
% First Contact Resolutions
# First Contact Resolutions/ # New Contacts Successful

Units: %
Comments: None
M-F-19a
% First Contact Resolutions - No Transfer
# First Contact Resolutions - No Transfer/ # New Contacts Successful

Units: %
Comments: None
M-F-19b
% Contact Transfers
# Contact Transfers/ # Contacts Successful

Units: %
Comments: None
M-F-19c
% Repeat Contacts
# Repeat Contacts/ # Contacts Successful

Units: %
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Comments: None
8.3.6. Service Configuration Performance

M-F-20
# Service Configuration Requests
# Service Configuration Attempts

Dimensions: Service Plan ID, Region ID, Channel Type, Channel ID
Units: Number
Value: Used to measure efficiency of Service Configuration process
Comments: None
M-F-21
# Service Configurations Successful
# Successful Service Configurations

Units: Number
Comments: None
M-F-22
# Service Configurations Failed
# Failed Service Configurations

Dimensions: Service Plan ID, Region ID, Channel Type, Channel ID, Cause
Units: Number
Comments: None
M-F-23
% Service Configurations Failed
# Service Configurations Failed/ Service Configuration Requests

Units: %
Comments: None
M-F-24
# Minutes per Service Configuration, from Request to Configuration
Sum (Time of Configuration Time of Request)/# Configurations

Units: Minutes
Comments: None
M-F-24a
# Minutes per SIM Deactivation, from Request to Deactivation
Sum (Time of SIM Deactivation Time of Request)/# Deactivations

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Lifecycle Metrics
Units: Minutes
Value: Used to measure efficiency of SIM deactivation process in cases of theft
Comments: None

M-F-25
% Incidents Resolved within 24 hours
# Incidents resolved within 24 hours/# Incidents

Dimensions: Incident Type {Bill query, Service problem, Security, Privacy }, First Month
{Y/N}
Units: %
Comments: If an incident cannot be resolved immediately, customers are happier if it is
resolved within 24 hours.
M-F-26
% Incidents Resolved Within Cycle Time
# Incidents resolved within cycle time/ # Incidents Due Closure

{Y/N}
Units: %
Comments: None
M-F-27
% Incidents Resolved outside cycle time
# Incidents resolved outside cycle time/ # Incidents Closed

{Y/N}
Units: %
Comments: None
M-F-27a
# Minutes per Incident Resolution
SUM[Time of Incident Resolution Time of Incident Raised]/ # Incidents Resolved

{Y/N}
Units: Minutes
Comments: None
M-F-27b
% Incidents Closed without Resolution
# Incidents closed without resolution/ # Incidents Closed

First Month {Y/N}
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Lifecycle Metrics
Units: Percent
Comments: None
M-F-27c
% Incidents Closed No Fault Found
# Incidents Closed No Fault Found/ # Incidents Closed

First Month {Y/N}
Units: Number
Comments: None
M-F-28
% Unresolved Incidents Working Backlog
# Unresolved Incidents Working Backlog/ # Incidents

{Y/N}
Units: %
Comments: None
M-F-29
% Unresolved Incidents Smelly Fish
# Unresolved Incidents Smelly Fish/ # Incidents

{Y/N}
Units: %
Comments: None
8.3.8. Complaint Resolution Performance

M-F-30
% Complaints Resolved Within Cycle Time
# Complaints Resolved Within Cycle Time/ # Complaints

Dimensions: Complaint Type {Product, Policy, People, Network, Security, Privacy, Billing,
Marketing Program, Roaming}, First Month {Y/N}
Units: %
Comments: None
M-F-31
% Complaints Resolved Outside Cycle Time
# Complaints Resolved Outside Cycle Time/ # Complaints

Units: %
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Lifecycle Metrics

Comments: None
M-F-32
% Unresolved Complaints Working backlog
# Unresolved Complaints Working backlog/ # Complaints

Units: %
Comments: None
M-F-33
% Unresolved Complaints Smelly Fish
# Unresolved Complaints Smelly Fish/ # Complaints

Units: %
Comments: None
8.3.9. Online Portal

M-F-34
% Online Portal Registration Success
# Online Portal New Registrations/# Online Portal Registration Attempts

Dimensions: Browser ID
Units: %
Value: Used to measure the usage/usability of the online portal
Comments: A low value may indicate usability problems.
M-F-35
% Online Portal Users - Active
# Online Portal Users Active/# Online Portal Users -Total

Dimensions: Browser ID
Units: %
Value: Used to measure the usage/usability of the online portal
Comments: 3 month rolling window, updated monthly. A low value may indicate usability
problems or limited usefulness of the portal.
M-F-36
Online Portal Subjective Score
Sample Customer Survey Response to Our online portal is effective and easy to use
Value: Used to measure the user experience of the online portal
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Lifecycle Metrics
Comments: None
8.3.10. Hardware Replacement Performance

M-F-37
% SIM Cards Replaced within Cycle Time
# SIM Cards Replaced within Cycle Time/ # SIM Cards Replaced

Units: %
Value: Measures performance of SIM card replacement.
Comments: None
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Lifecycle Metrics
9. Pay (Review Notification, Verify or Dispute, Top-up/Pay)

9.1.
9.1.1. Top-Up Performance

P-C-1
# Top-Ups
# Successful Top-Ups
Dimensions: Customer ID, Channel Type, Channel ID, Payment Type {Cash, Voucher, Credit
Card.} Time, Top-Up Amount
Units: Number
Value: Used to measure the top-up behavior of the customer
Comments: None
P-C-2
# Top-Up Attempts
# Top-Up Attempts
Card.}
Units: Number
Value: Used to measure the Top-Up success rate.
Comments: None
P-C-3
% Top-Up Success
#Top-Ups/ # Top-Up Attempts

Card.}
Units: %
Value: Used to measure the Top-Up success rate, and identify channels with faults
Comments: None
P-C-3a
# Seconds Top-Up
# Seconds required to successfully top-up. Measured from start of attempt to successful

completion
Card.}
Units: Seconds
Value: Used to measure the performance of top-up channels
Comments: None
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Lifecycle Metrics
9.1.2. Customer Balance

P-C-4
# Customers Low Balance
# Customers with a low non-zero balance (of credit, voice or data allowance)
Dimensions: Customer ID, Balance Type {Credit, Voice Minutes, Data Allowance.}
Units: Number
Value: Used to identify customers with a low balance for marketing purposes.
Comments: The low balance threshold may be set by the Marketing function
P-C-4a
# Customers Non-Low Balance
# Customers with a non-low balance (of credit, voice or data allowance)

Units: Number
Value: Used to identify customers with a non-low balance for marketing purposes.
Comments: The low balance threshold may be set by the Marketing function
P-C-5
# Customers Zero Balance
# Customers with zero balance (of credit, voice or data allowance)

Units: Number
Value: Used to identify customers with zero balance for marketing purposes.
Comments: None
9.1.3. Billing Performance

P-C-6
# Bills Issued
# Bills issued to the customer

Dimensions: Customer ID, Channel Type, Bill Type, Bill Amount
Units: Number
Value: Used to measure experience of billing function
Comments: None
P-C-7
% Bills Queried
# Contacts Successful (Incident Type=Bill Query)/ # Bills Issued

Dimensions: Customer ID, Bill Type
Units: %
Comments: None
P-C-8
# Bills Incorrect
# bills requiring correction

Dimensions: Customer ID, Bill Type, Cause
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Lifecycle Metrics
Units: Number
Comments: None
P-C-9
% Bills Incorrect
# Bills Incorrect/ # Bills Issued

Units: %
Comments: None
P-C-10
# Bill Payments
# Successful Bill Payments

Card.} Time, Amount
Units: Number
Value: Used to measure the ease of bill payment
Comments: Only include the channels which can be measured.
P-C-11
# Bill Payment Attempts
# Bill payment attempts

Card.}
Units: Number
P-C-12
% Bill Payment Success
# Bill Payments/ # Bill Payment Attempts

Card.}
Units: %
P-C-13
# Seconds Bill Payment
# Seconds required to successfully pay bill. Measured from start of attempt to

acknowledgement.
Card.}
Units: Seconds
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Lifecycle Metrics
9.2.
9.2.1. Billing Query Performance

P-E-1
# Bills Queried Compliant
# Bill Queries resolved within SLA defined time

Dimensions: Enterprise Customer ID, Bill Type
Units: Number
Value: Used to measure the experience of Bill querying
Comments: None
P-E-2
% Bills Queried Compliant
# Bills Queried Compliant/ # Bills Queried

Units: %
Value: Used to measure the experience of Bill querying
Comments: None
9.2.2. Bill Satisfaction

P-E-3
Bill Clarity Subjective Score (Enterprise)
Enterprise Customer Response to The billing statement you receive is clear and easy to
understand
Dimensions: Enterprise Customer ID, Bill type
Value: Used to measure the experience of billing
Comments: None
P-E-4
Bill Satisfaction Subjective Score (Enterprise)
Enterprise Customer Response to The billing statement you receive fully meets your
requirements
Comments: None
P-E-5
Bill Satisfaction Comparative Subjective Score (Enterprise)
Enterprise Customer Response to How does the quality of the billing statement you receive
from us compare with that from competitor x?
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Lifecycle Metrics

Capture Period:
Value: Competitive benchmark. Used to measure the experience of billing.
Comments: None
9.2.3. Dunning Performance

P-E-6
# Dunning Requests
# Requests for Bill Hold Dunning

Units: Number
Value: Used to measure the performance of dunning.
Comments: None
P-E-7
# Dunning Requests - Compliant
# Bill Dunning Requests completed within SLA defined time

Units: Number
Comments: None
P-E-8
% Bill Hold Dunning - Compliant
Number of dunning request completed within time over number of requests.

Units: %
Comments: None
9.2.4. Payment Query Performance

P-E-9
# Payment Queries
# Contacts Successful (Incident Type=Payment Query)

Units: %
Comments: Typically the enterprise customer may request to change payment terms.
P-E-10
# Payment Queries Compliant
# Payment Queries resolved within SLA defined time

Units: Number
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Comments: None
P-E-11
% Payment Queries Compliant
# Payment Queries Compliant/ # Payment Queries

Units: %
Value: Used to measure the experience of billing function
Comments: none
9.2.5. Perceived Value for Money

P-E-12
Value for Money Subjective Score (Enterprise)
Enterprise Customer Response to Your monthly charge represents good value for the
services you receive
Value: Used to assess the customers perception of the value for money of the services
received.
Comments: None
P-E-13
Value for Money Comparative Subjective Score (Enterprise)
Enterprise Customer Response to How does the value for money you receive from us
compare with competitor x?
Value: Competitive benchmark. Used to asses perceived relative value for money against
competitors.
Comments: None
9.3.
Functional Metrics
9.3.1. Channel Presence

P-F-1
% Bill Payment Channels of Competitors Bill Payment Channels
# Bill Payment Channels /# Competitor Bill Payment Channels

Dimensions: Competitor ID, Channel Type
Units: %
Value: Competitive Benchmark. Relative number of channels over which bills may be paid.
Comments: Includes the number of occurrences of each channel type, eg number of payment
terminals.
P-F-1a
# Bill Payment Channels

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Lifecycle Metrics
# Bill Payment Channels

Units: Number
Value: Measures how convenient it is for customers to pay.

Comments: None
P-F-2
% Top-Up Channels of Competitor Top-Up Channels
# Top-Up Channels /# Competitor Top-Up Channels

Units: %
Value: Competitive Benchmark. Relative number of top-up channels.
Comments: None
P-F-2a
# Top-Up Channels
# Top-Up Channels
Units: Number
Value: Measures how convenient it is for customers to top-up

Comments: None
P-F-3
# Retail Outlets Selling Top-Up Vouchers
# Retail Outlets selling top-up vouchers

Units: Number
Value: Used to assess the convenience of purchasing top-up vouchers
Comments: None
P-F-4
% Bill Notification Channels of Competitor Bill Notification Channels
# Bill Notification Channels /# Competitor Bill Notification Channels

Units: %
Value: Competitive Benchmark. Relative number of bill notification channels.
Comments: None
P-F-4a
# Bill Notification Channels
# Bill Notification Channels

Units: Number
Value: Measures how convenient it is for customers to be notified of a bill.

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Lifecycle Metrics
Comments: None
9.3.2. Top-Up Experience

P-F-5
Top-Up Satisfaction Subjective Score
Sample Customer Survey Response to How satisfied are you with the ease and convenience
of topping up your account?
Value: Used to measure the customers view of the top-up process.
Comments: None
9.3.3. Billing Efficiency

P-F-6
# Bills Dispatched
# Bills sent to the printer

Dimensions: Bill Type
Units: Number
Value: Used to measure efficiency of the billing function
Comments: None
P-F-7
# Bills Dispatched on Time
# Bills sent to the printer on due time

Units: Number
Comments: None
P-F-8
% Bills Dispatched on Time
# Bills Dispatched on Time/ # Bills Dispatched

Units: %
Comments: None
P-F-9
# Bills Issued on Time
# Bills issued on time

Units: Number
Comments: None
P-F-10
% Bills Issued on Time

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Lifecycle Metrics
# Bills issued on time/# Bills Issued

Units: %
Comments: None
9.3.4. Bill Satisfaction

P-F-11
Billing Clarity Subjective Score
Sample Customer Survey Response to The billing statement you receive is clear and easy to
understand
Dimensions: Survey ID, Customer ID, Bill Type
Comments: None
P-F-12
Billing Satisfaction Subjective Score
Sample Customer Response to The billing statement you receive fully meets your
requirements
Dimensions: Survey ID, Customer ID, Bill Type
Comments: None
9.3.5. Perceived Value for Money

P-F-13
Value for Money Subjective Score
Sample Customer Survey Response to Your monthly charge represents good value for the
services you receive
Value: Used to assess the customers perception of the value for money of the services
received.
Comments: None
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Lifecycle Metrics
10. Renew (Enhance Selection, Renew Contract)

10.1.
10.1.1. Customers Renewing

RN-C-1
# Renew Orders
# Orders of products or services (Renewing)

ID, Promotion ID.
Units: Number
for renewal across all Channels
Comments: None
RN-C-2
# Renew Orders Failed
# Failed Order Opportunities (Renewing)

Dimensions: Customer ID, Product ID, Service Plan ID, Cause {No stock, Excessive
Demands, Unavailable, Other..}, Channel Type, Channel ID
Units: Number
Capture Period: 1week
Value: Used to evaluate missed sales opportunities at renewal
Comments: None
RN-C-3
# Customers Renewing
# Customers renewing contract or pre-pay service plan

Dimensions: Customer ID, Channel ID, New Product ID, New Service Plan ID, Old Product ID,
Old Service Plan ID, Incentive ID, Promotion ID
Units: Number
Value: Used to measure the number of customers renewing and whether an incentive was
provided.
Comments: None
RN-C-4
# Customers Renewing Down
# Customers renewing to a lower tier contract or pre-pay service plan

Units: Number
Value: Used to measure the number of customers renewing to a lower tier product/service
Comments: None
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Lifecycle Metrics
RN-C-5
% Customers Renewing Down
# Customers Renewing Down/ # Customers Renewing

Units: %
Value: Used to measure the proportion of renewing customers moving to a lower tier
product/service
Comments: None
RN-C-6
# Customers Renewing Up
# Customers renewing to a higher tier contract or pre-pay service plan

Units: Number
Value: Used to measure the number of customers renewing to a higher tier product/service
Comments: None
RN-C-7
% Customers Renewing Up
# Customers Renewing Up/ # Customers Renewing

Dimensions: Customer ID, Channel ID, New Product ID, New Service Plan ID, Old Product ID
or Old Service Plan ID, Incentive ID, Promotion ID
Units: %
Value: Used to measure the proportion of renewing customers moving to a higher tier
product/service
Comments: None
RN-C-8
% Customers Requiring Incentive
# Customers Renewing (Incentive) / # Customers Renewing

Old Service Plan ID, Incentive ID
Units: %
Value: Used to measure the proportion of customers renewing due to an incentive
Comments: None
RN-C-9
# Days Advance Renewal
Date of Agreement Expiry Date of Renewal

Units: Days
Value: Used to measure the number of days in advance of the existing agreement ending that
renewal occurs. A larger gap may indicate a more satisfied customer.
Comments: None
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Lifecycle Metrics
10.1.2. Service Renewal Performance

RN-C-10 # Service Activation (Renewal) Requests
# Service Activation Attempts for renewing customers
Dimensions: Customer ID, Service Plan ID, Region ID, Channel Type, Channel ID
Units: Number
Value: Used to measure efficiency of Service Activation process during renewal.
Comments: None
RN-C-11 # Service Activations (Renewal) Successful

# Successful Service Activations for renewing customers
Dimensions: Customer ID, Service Plan ID, Region ID, Channel Type, Channel ID
Units: Number
Comments: None
RN-C-12 # Service Activations (Renewal) Failed

# Failed Service Activations for renewing customers
Dimensions: Customer ID, Service Plan ID, Region ID, Channel Type, Channel ID, Cause
Units: Number
Comments: None
10.1.3. Real-Time Offers

RN-C-13 # Real Time Offers
# Targeted offers sent in real-time
ID
Units: Number
Value: Used to evaluate the popularity of targeted real-time offers
Comments: The incentive ID
RN-C-14 # Real Time Offers Accepted

# Targeted offers accepted
ID
Units: Number
Comments: None
RN-C-15 % Real Time Offers Accepted

# Real Time Offers Accepted/ # Real Time Offers
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Lifecycle Metrics
ID
Units: %
Comments: None
10.2.
10.2.1. Service Activation (Renewal) Compliance

RN-E-1
# Seconds per Service Activation (Renewal), from Request to
Activation per Enterprise Customer
Sum (Time of Activation (Renewal) Time of Request(Renewal))/# Service Activations
(Renewal) Successful
Dimensions: Enterprise Customer ID, Service Plan ID, Region ID, Channel Type, Channel ID
Units: Seconds
Comments: None
RN-E-2
# Service Activations (Renewal) Compliant
# Successful Service Activations for renewing customers completed within the SLA timescale
Dimensions: Enterprise Customer ID, Service Plan ID, Region ID
Units: Number
Comments: None
RN-E-3
% Service Renewal Compliance
# Service Activations (Renewal) Compliant/ # Service Activations (Renewal) Successful

Dimensions: Enterprise Customer ID, Service Plan ID, Region ID
Units: %
Comments: None
10.2.2. Contract Renewal Satisfaction

RN-E-4
Contract Renewal Timeliness Subjective Score
Enterprise Customer Response to Our Customer Service Manager approached your contract
renewal at the right time
Dimensions: Enterprise Customer ID, Customer Service Manager ID,
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Lifecycle Metrics
Value: Used to assess the timelines of the contract renewal process from the enterprise
customers perspective.
Comments: none
RN-E-5
Contract Renewal Satisfaction Score
Enterprise Customer Response to How satisfied are you with the contract renewal process
Value: Used to assess the enterprise customers satisfaction with the contract renewal
process.
Comments: none
10.3.
Functional Metrics
10.3.1. Channel Availability

RN-F-1
% Renew Channels of Competitors Renew Channels
# Renew Channels /# Competitor Renew Channels

Units: %
Value: Competitive Benchmark. Relative number of channels over which to renew service.
Comments: None
RN-F-1a
# Renew Channels
# Channels types over which service contracts can be renewed.

Units: Number
Value: Measures how convenient it is for customers to renew service

Comments: None
10.3.2. Campaign Effectiveness

RN-F-2
% Growth in Customers Renewing per Campaign
# Customer Renewing (T+7 days) /# Customers Renewing (T-7 days)

T is the date of the campaign start. T-7 indicates the 7 day period leading up to the campaign
start, T+& indicates the 7 day period following the campaign start.
Dimensions: Product ID, Service Plan ID, Campaign ID
Units: %
Value: Used to evaluate the effectiveness of a specific marketing campaign.
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Lifecycle Metrics
10.3.3. Service Renewal Performance

RN-F-3
% Service Activations (Renewal) Failed
# Service Activations (Renewal) Failed/ Service Activation (Renewal) Requests

Dimensions: Service Plan ID, Region ID, Channel Type, Channel ID, Cause
Units: %
Comments: None
RN-F-4
# Minutes per Service Activation (Renewal), from Request to
Activation
Sum (Time of Activation (Renewal) Time of Request(Renewal))/# Service Activations
(Renewal) Successful
Units: Minutes
Comments: None
RN-F-5
Service Renewal Timeliness Subjective Score
Sample Customer Survey Response to Our Customer Service Representative approached

you about service renewal at the right time
Dimensions: Survey ID, Customer ID, Old Service Plan ID
Value: Used to assess the timelines of the service renewal process from the customers
perspective.
Comments: none
RN-F-6
Service Renewal Satisfaction Score
Sample Customer Survey Response to How satisfied are you with the service renewal
process
Dimensions: Survey ID, Customer ID, Channel Type, Product ID, Service Plan ID
Value: Used to assess customer satisfaction with the service renewal process.
Comments: none
Page 131 of 157
Lifecycle Metrics
11. Recommend (Refer Product/Service, Gain Loyalty)

11.1.
11.1.1. Loyalty
RC-C-1
# Days Account Active
# Days an account has been in active use

Dimensions: Customer ID, Product ID, Service Plan ID, Purchase Channel ID, DSLAM ID
Units: Days
Value: This is a loyalty indicator, and identifies which channels attract the most loyal customers.
Comments: None
RC-C-2
% Renew Rate
# Renew Orders/ (# Renew Orders + # Orders)

Dimensions: Customer ID, Product ID, Service Plan ID, DSLAM ID
Units: %
Value: This is a loyalty indicator.
Comments: None
RC-C-3
# Loyalty Program Members
# Customers belonging to a loyalty program

Dimensions: Customer ID, Loyalty Program ID, DSLAM ID
Units: Number
Value: Used to measure the effectiveness of the loyalty program
Comments: None
11.1.2. Referral Program Performance

RC-C-4
# Referrals
# Referrals provided by a customer

Dimensions: Customer ID, Promotion ID, Channel ID, DSLAM ID
Units: Number
Value: Used to measure the effectiveness of referral promotions.
Comments: Customer ID is the referring customer ID. A customer may make many referrals.
This is pegged whenever a new customer makes an enquiry and quotes a referral ID.
RC-C-5
# Referrals Successful
# Successful qualifying referrals given by customer

Dimensions: Referring Customer ID, Promotion ID, New Customer ID, DSLAM ID
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Lifecycle Metrics
Units: Number
Comments: This is pegged whenever a new referred customer makes a qualifying purchase.
RC-C-6
% Referrals Successful
# Referrals Successful/ # Referrals

Dimensions: Referring Customer ID, Promotion ID, Channel ID
Units: %
Comments: None
RC-C-7
# Referrals Successful Non-Qualifying
# Successful non-qualifying referrals given by customer

Dimensions: Referring Customer ID, Promotion ID, New Customer ID, Channel ID
Units: Number
Comments: This is pegged whenever a new referred customer makes a purchase that does
not qualify for the terms of the incentive.
RC-C-8
% Referrals Successful Non-Qualifying
# Referrals Successful Non-Qualifying/ # Referrals

Dimensions: Referring Customer ID, Promotion ID, Channel ID
Units: %
Comments: None
11.1.3. Social Network Sentiment

RC-C-9
# Social Network Comments Positive
# Positive Comments Recorded on Social Networks

Dimensions: Customer ID, Social Network ID, Region ID, DSLAM ID, Product ID, Service Plan
ID, Referenced Channel Type, Comment Type {Star Rating, Like, Verbatim..}, Cause
{Customer Care, Network Data, Network Voice, Feature}
Units: Number
Capture Period: 1 Hour
Value: Used to evaluate customer sentiment. The referenced channel type is used to identify
which channels are most impacting sentiment.
Comments: Must be objectively assessed. Ideally captured every hour and can then be
aggregated over longer periods.
RC-C-10 # Social Network Comments Negative

# Negative Comments Recorded on Social Networks
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Lifecycle Metrics
Units: Number
RC-C-11 # Social Network Comments Neutral

# Neutral Comments Recorded on Social Networks
Units: Number
RC-C-12 # Social Network Comments

# Comments Recorded on Social Networks
Units: Number
11.2.
11.2.1. Loyalty
RC-E-1
NPS Relational (Enterprise)
% of promoters (9-10 in likely to recommend scale) - % or detractors (0-6 in likely to

recommend scale) based upon standard NPS relational methodology
Dimensions: Enterprise Customer ID, Survey ID, Region ID, DSLAM ID
Units: Number
Value: Used to evaluate enterprise customer sentiment
Comments: NPS Net Promoter Score
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Lifecycle Metrics
RC-E-2
NPS Transactional (Enterprise)
% of promoters (9-10 in likely to recommend scale) - % or detractors (0-6 in likely to

recommend scale) based upon standard NPS transactional methodology
Dimensions: Enterprise Customer ID, Survey ID, Transaction Type
Units: Number
Value: Used to evaluate enterprise customer sentiment
Comments: NPS Net Promoter Score
RC-E-3
Loyalty Program Subjective Score (Enterprise)
Enterprise Customer Response to Our loyalty program encourages you to continue to use our
Value: Evaluate enterprise customer opinion of loyalty program
Comments: None
11.3.
Functional Metrics
11.3.1. Loyalty
RC-F-1
NPS Relational
% of promoters (9-10 in likely to recommend scale) - % of detractors (0-6 in likely to

recommend scale) based upon standard NPS relational methodology
Dimensions: Survey ID, Region ID, DSLAM ID
Units: Number
Value: Used to evaluate customer sentiment
Comments: None
RC-F-2
NPS Transactional
% of promoters (9-10 in likely to recommend scale) - % of detractors (0-6 in likely to

recommend scale) based upon standard NPS transactional methodology
Dimensions: Survey ID, Transaction Type
Units: Number
Comments: None
RC-F-3
% Customer Detractors (Relational)
# Customers scoring 0-6 in likely to recommend scale/ # Customers Surveyed

Units: %
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Lifecycle Metrics

Comments: Based upon NPS relational methodology
RC-F-4
% Customer Promoters (Relational)
# Customers scoring 9-10 in likely to recommend scale / # Customers Surveyed

Units: %
Comments: Based upon NPS relational methodology
RC-F-5
% Customer Detractors (Transactional)
# Customers scoring 0-6 in likely to recommend scale/ # Customers Surveyed

Units: %
Comments: Based upon NPS transactional methodology
RC-F-6
% Customer Promoters (Transactional)
# Customers scoring 9-10 in likely to recommend scale / # Customers Surveyed

Units: %
Comments: Based upon NPS transactional methodology
RC-F-7
# Days Account Active (Mean)
Sum (# Days Account Active)/ # Customers

Dimensions: Product ID, Service Plan ID, Purchase Channel ID, Customer ID, Region ID,
DSLAM ID
Units: Days
Value: This is a loyalty indicator and identifies which channels attract the most loyal customers
Comments: None
11.3.2. Loyalty Program Performance

RC-F-8
% Loyalty Program Members
# Loyalty Program Members/ # Customers

Dimensions: Loyalty Program ID
Units: %
Value: Used to assess the effectiveness of the loyalty program
Comments: None
RC-F-9
# Days Loyalty Account Active (Mean)

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Lifecycle Metrics
Sum (# Days Account Active)/ # Loyalty Program Members

Dimensions: Product ID, Service Plan ID, Purchase Channel ID, Loyalty Program ID
Units: Days
Comments: # Days active assessed only for loyalty program members
RC-F-10
# Days Loyalty Program Gain
# Days Loyalty Account Active (Mean) - # Days Account Active (Mean)

Units: Days
Comments: None
RC-F-11
Loyalty Program Subjective Score
Sample Customer Survey Response to Our loyalty program encourages you to continue to
use our products and services
Dimensions: Survey ID, Customer ID, Loyalty Program ID
Value: Evaluate customer opinion of loyalty program
Comments: None
11.3.3. Referral Program Performance

RC-F-12
% Customers Referred
# Customers Acquired (Referred) / # Customers Acquired

Dimensions: Product ID, Service Plan ID
Units: %
Value: Used to evaluate the proportion of new customers who have been referred.
Comments: None
RC-F-13
Referral Program Subjective Score
Sample Customer Survey Response to Our referral program encourages you to refer our
products and services to your friends and family
Value: Evaluate customer opinion of referral program
Comments: None
11.3.4. Social Network Sentiment

RC-F-14
% Social Network Comments Positive
# Social Network Comments Positive/ # Social Network Comments

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Dimensions: Social Network ID, Region ID, DSLAM ID, Product ID, Service Plan ID
Units: %
Comments: Must be objectively assessed. Ideally captured every hour.
RC-F-15
% Social Network Comments Negative
# Social Network Comments Negative/ # Social Network Comments

Dimensions: Social Network ID, Region ID, Product ID, DSLAM ID, Service Plan ID
Units: %
RC-F-16
% Social Network Comments Neutral
# Social Network Comments Neutral/ # Social Network Comments

Dimensions: Social Network ID, Region ID, Product ID, DSLAM ID, Service Plan ID
Units: %
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12. Leave (Feedback, Discontinue)

12.1.
12.1.1. Customers Leaving

L-C-1
# Customers Dormant
# Customers classified as dormant

Dimensions: Customer ID, Service Plan ID, DSLAM ID
Units: Number
Value: Used to measure the number of customers classed as dormant and therefore likely to
churn.
Comments: After a pre-defined period of inactivity a customer may be classed as dormant.
L-C-2
% Customers Dormant
# Customers Dormant/ # Customers

Dimensions: Customer ID, Service Plan ID, DSLAM ID
Units: %
Value: Used to measure the number of customers classed as dormant and therefore likely to
churn.
Comments: After a pre-defined period of inactivity a customer may be classed as dormant.
L-C-3
# Customer Leave Requests
# Customers requesting to leave

Dimensions: Customer ID, Channel Type, Channel ID, Cause {New SP, Finance, Emigrate,
Deceased}, DSLAM ID
Units: Number
Value: Used to measure the number of requests to churn.
Comments: None
L-C-4
# Customers Retained
# Customers persuaded to stay

Dimensions: Customer ID, Channel Type, Channel ID, FSR ID, Incentive ID, DSLAM ID
Units: Number
Value: Used to measure the success rate of persuading customers to stay.
Comments: None
L-C-5
% Customers Retained
# Customers Retained/ # Customer Leave Requests

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Dimensions: Channel Type, Channel ID, CSR ID, Incentive ID, DSLAM ID
Units: %
Value: Used to measure the success rate of persuading customers to stay.
Comments: None
L-C-6
# Customers Terminated
# Customers terminated without request

Dimensions: Customer ID, Channel Type, Channel ID, Cause {Dormant, Delinquent}
Units: Number
Value: Used to measure customer churn.
Comments: After a pre-defined dormant period, customers would be terminated. Delinquent is
most likely a result of non bill payment.
L-C-7
# Customers Leaving By Request
# Customers leaving having given notification

Dimensions: Customer ID, Channel Type, Channel ID, Service Plan ID, Cause {New SP,
Finance, Emigrate, Deceased}, DSLAM ID
Units: Number
Comments: None
L-C-8
# Customers Leaving
# Customers Terminated + # Customers Leaving By Request

Dimensions: Customer ID, Channel Type, Channel ID, Service Plan ID, Cause {New SP,
Finance, Emigrate, Dormant, Delinquent Deceased}, Loyalty Program Membership, DSLAM
ID
Units: Number
Comments: None
12.1.2. Final Billing

L-C-9
# Final Bills Issued
# Final Bills issued

Units: Number
Value: Used to measure efficiency of the billing function for churning customers
Comments: None
L-C-10
# Final Bills Issued on Time
# Final Bills issued on time

Units: Number
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Comments: None
12.1.3. Service Cessation

L-C-11
# Service Cessation Attempts
# End service configuration attempts

Dimensions: Customer ID, Service Plan ID
Units: Number
Value: Used to measure performance of the End service process.
Comments: None
L-C-12
# Service Cessation Successful
# End service configurations successful

Units: Number
Comments: None
L-C-12a
# Service Cessation Compliant
# End service configurations completed within SLA time

Units: Number
Comments: None
L-C-12b
# Seconds End Service
# Seconds to end service, from start to acknowledgement

Units: Number
Comments: None
L-C-13
# Service Cessation Failures
# End service configurations failed

Dimensions: Customer ID, Service Plan ID, Cause
Units: Number
Comments: None
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L-C-14
# PAC Requests
# Requests for a PAC received

Dimensions: Customer ID, Channel Type, New Service Provider ID
Units: Number
Value: Used to measure MNP process performance and likelihood to churn
Comments: New service provider ID may not be known
L-C-15
# PACs Issued
# PACs issued
Units: Number
Value: Used to measure MNP process performance and likelihood to churn
Comments: New service provider ID may not be known
L-C-16
# Minutes per PAC Request, from Request to Issue
SUM (Time of PAC Issue Time of PAC Request)/ # PACs Issued

Units: Minutes
Value: Used to measure performance of PAC issuing process
Comments: None
L-C-17
# PACs Issued Compliant
# PACs issued within agreed SLA time

Units: Number
Comments: None
L-C-18
# Outgoing Porting Requested
# NPRs/PACs Received
Dimensions: Customer ID, New Service Provider ID, Method Type {NPR, PAC}
Units: Number
Comments: None
L-C-19
# Outgoing Porting Attempted
# Porting Attempts Initiated following request

Units: Number
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Comments: None
L-C-19a
# Outgoing Porting Successful
# Successful Outgoing Porting Attempts

Units: Number
Comments: None
L-C-20
# Outgoing Porting Failed
# Unsuccessful Outgoing Porting Attempts

Dimensions: Customer ID, New Service Provider ID, Method Type {NPR, PAC}, Cause
Units: Number
Comments: None
L-C-21
# Minutes to Port Out, from Request to Completion
SUM (Time of Port Completion - Time of NPR/Issued PAC Received)/ # Outgoing Porting
Attempted
Dimensions: Customer ID, New Service Provider ID
Units: Minutes
Comments: None
L-C-22
# Outgoing Porting Compliant
# Porting Requests Completed within SLA defined time.

Units: Number
Comments: None
L-C-23
# Minutes No Service Due To Outgoing Porting
Time Service Restored Time Service Lost

Dimensions: Customer ID, New Service Provider ID
Units: Minutes
Comments: None
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12.2.

L-E-1
% PACs Issued Compliant (Enterprise)
# PACs Issued Compliant/ # PACs Issued

Units: %
Value: Used to measure performance of PAC issuing process for enterprise customers.
Comments: None
L-E-2
% Outgoing Porting Failures (Enterprise)
# Outgoing Porting Failed / # Outgoing Porting Requested

Dimensions: Enterprise Customer ID, New Service Provider ID, Method Type {NPR, PAC},
Cause
Units: %
Value: Used to measure MNP process performance for enterprise customers
Comments: None
L-E-3
% Outgoing Porting Requests Compliant (Enterprise)
# Outgoing Porting Compliant/ # Outgoing Porting Successful

Units: %
Value: Used to measure performance of MNP process for enterprise customers
Comments: None

L-E-4
% Service Cessation Successful (Enterprise)
# Service Cessation Successful/# Service Cessation Attempts

Units: %
Value: Used to measure performance of Service Cessation process for enterprise customers
Comments: None
L-E-5
% Service Cessation Compliant (Enterprise)
# Service Cessation Compliant/ # Service Cessation Successful

Units: %
Value: Used to measure performance of Service Cessation process for enterprise customers
Comments: None
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L-E-6
Leaving Satisfaction Score (Enterprise)
Enterprise Customer Response to How satisfied are you with the leaving process
Value: Used to assess the enterprise customers satisfaction with the leaving process.
Comments: none
12.2.3. Final Billing

L-E-7
% Final Bills Issued on Time (Enterprise)
# Final Bills Issued on Time/# Final Bills Issued

Dimensions: Enterprise Customer ID Bill Type
Units: %
Value: Used to measure efficiency of the billing function for churning enterprise customers
Comments: None
12.3.
Functional Metrics
12.3.1. Churn
L-F-1
% Customers Leaving
# Customers Leaving / # Customers

Dimensions: Service Plan ID, Cause {New SP, Finance, Emigrate, Dormant, Delinquent,
Deceased}
Units: %
Comments: When reporting this figure, the measurement period should also be specified.
L-F-2
% Loyalty Program Churn Reduction
1-((# Loyalty Program Members Leaving/ # Loyalty Program Members)/ (# Customers

Leaving/ # Customers))
Units: %
Value: Used to measure effectiveness of loyalty program in reducing churn
Comments: Could be negative result
12.3.2. Channel Availability

L-F-3
% Leaving Channels of Competitors Leaving Channels
# Leaving Channels /# Competitor Leaving Channels

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Units: %
Value: Competitive Benchmark. Relative number of channels over which to leave the service.
Comments: None
L-F-3a
# Leaving Channels
# Channels types over which service contracts can be cancelled

Units: Number
Value: Measures how convenient it is for customers to cancel service

Comments: None

L-F-4
% Service Cessation Compliant
# Service Cessation Compliant/ # Service Cessation Successful

Units: %
Value: Used to measure performance of Service Cessation process
Comments: None
L-F-5
% Service Cessation Successful
# Service Cessation Successful/# Service Cessation Attempts

Units: %
Value: Used to measure performance of Service Cessation process
Comments: None
L-F-6
% Final Bills Issued on Time
# Final Bills Issued on Time/# Final Bills Issued

Units: %
Comments: None
L-F-7
Leaving Satisfaction Score
Sample Customer Survey Response to How satisfied are you with the leaving process
Value: Used to assess the customers satisfaction with the leaving process.
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Comments: none

L-F-8
% Outgoing Porting Requests Compliant
# Outgoing Porting Compliant/ # Outgoing Porting Requests

Units: %
Value: Used to measure performance of MNP process
Comments: None
L-F-9
% PACs Issued Compliant
# PACs Issued Compliant/ # PACs Issued

Units: %
Comments: None
L-F-10
% Porting Failures Outgoing
# Outgoing Porting Failed/ # Outgoing Porting Requested

Dimensions: Customer ID, New Service Provider ID, Method Type {NPR, PAC}, Cause
Units: %
Comments: None
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13. Administrative Appendix

13.1 Document History
13.3.1. Version History
Version Number
Date Modified
Modified by:
Description of changes
0.1
13-Aug-12
Colm Costelloe,
First Draft
Wei Dong
1.0
4-Oct-2012
Mary Amalfitano
Submitted for Final Team

Review
1.1
8-Nov-12
Alicja Kawecki
Minor cosmetic corrections

prior to web posting and
Member Evaluation
1.2
21-Aug-13
Alicja Kawecki
Updated to reflect TM
Forum Approved status
1.3.0
20/Jun/13
Jonathan Hopkinson
Initial Draft
1.3.1
25/Jul/13
Jonathan Hopkinson
Incorporating new CxLC
1.3.2
23/Aug/13
Jonathan Hopkinson
New framework, CEI

calculation methodology
moved to Appendix A
1.3.3
10/Sep/13
Jonathan Hopkinson
Survey-based metrics
added. Multiple format
improvements.
1.4.0
20/Sep/13
Jonathan Hopkinson
Content Completed. Ready

for Team Review.
1.4.1
27/Sep/13
Jonathan Hopkinson
Editorial Corrections.
Updated Terms and
Abbreviations.
1.5.0
29/Sep/13
Jonathan Hopkinson
Release History Updated

and submitted for Approval
1.5.1
9/Oct/13
Alicja Kawecki
Updated cover, header &

footer, minor style fixes,
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Lifecycle Metrics
updated version history to

align with 1.5 release
1.5.2
10/Oct/13
Jonathan Hopkinson
Corrected corruption of
figure 1 of Appendix 1.
Minor update to
Introduction to reflect new
Appendix structure.
1.6.0
9/Feb/14
Jonathan Hopkinson
First draft of V2.0 for

Frameworx 14.
1.7.0
31/Mar/14
Jonathan Hopkinson
Content Completed. 45
new metrics added,
including items to measure
file downloads, perceived
trust and security. Ready
for Team Review
1.8.0
18/Apr/14
Jonathan Hopkinson
Updates to metric codes to

ensure consistency with
prior released versions.
Reference to V1.0
document removed.
Submitted for Frameworx
14 approval.
1.8.1
29/Apr/14
Alicja Kawecki
Copyright line updated in

Notice, minor cosmetic
fixes prior to posting
2.1.0
21/Oct/14
Jonathan Hopkinson
50 new metrics added,

particularly covering retail
outlets and service
activation. Many new
dimensions added, and a
high number of corrections,
clarifications and
consistency improvements.
Ready for Team Review.
2.2.0
31/Oct/14
Jonathan Hopkinson
Updated following review

comments. 11 further
metrics added covering
payment and transaction
timing plus a few minor
corrections. Submitted for
Frameworx 14.5 approval.
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2.2.1
25/Nov/14
Alicja Kawecki
Updated cover, fixed page

numbering in footer
2.5.0
25/Apr/15
Jonathan Hopkinson
Ready for Team Review.

Added sections 7.4-7.6 and
8.2.6 to introduce 29 fixedline technology service and
support metrics. Additions
to web and video service
metrics. Various typo
corrections and
clarifications.
2.5.1
30/Apr/15
Jonathan Hopkinson
Minor corrections. Ready

for Frameworx 15 approval.
2.5.2
07/May/15
Alicja Kawecki
Updated cover, footer,

Notice; minor formatting
corrections
2.5.3
17/Dec/15
Alicja Kawecki
Updated cover, header and

Notice to reflect TM Forum
Approved status
13.3.2. Release History

Release
Number
Date Modified
Modified by:
Description of
changes
1.0
4/Oct/12
Mary Amalfitano
First Release
1.5
29/Sep/13
Jonathan Hopkinson
Revised and
expanded to include
metrics covering the
full Customer
Experience Lifecycle
2.0
18/Apr/14
Jonathan Hopkinson
53 new metrics
added. Bugs
corrected. New
dimensions added to
many metrics.
2.2.1
25/Nov/14
Jonathan Hopkinson
61 new metrics
added. Many new
dimensions added,
and a high number of
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Lifecycle Metrics
corrections,
clarifications and
consistency
improvements.
TBD
TBD/15
Jonathan Hopkinson
41 new metrics
added, mainly
focused on fixed-line
services. Plus a
number of corrections,
clarifications and
consistency
improvements.
13.2 Company Contact Details

Company
Huawei
Team Member
Representative
Jonathan Hopkinson
Director
Jonathan.hopkinson@huawei.com
Phone: +86 188 2525 1854
Fax:
+86 755 28562676
Acknowledgments
This document was prepared by members of the TM Forum Customer Experience
Management team.
Editors for Current Version:
o
o
Jonathan Hopkinson, Huawei, Project Leader, Editor

Wu Yanqin, China Telecom, Editor
Sponsor for Current Version:

o Chao ZhenQiang, China Telecom
Additional input was provided by the following people:
Page 151 of 157
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Derek Chen, PCCW
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Appendix A: CEI Calculation Method

The CXM metrics defined in the main document have been designed to allow easy
incorporation into higher level metrics. They are designed to enable an overall percustomer CEI to be determined, as well as per-customer CEIs for each customer
journey experience. These are built up from the individual KQI scores of the
constituent Touch Points. The calculation scheme is shown in Figure 1:-
Figure 1 - CEI Calculation Scheme
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1. KQI Determination
The first stage (L3) is the determination of service-level KQIs (and KPIs). These may
be built up using equations of the form: = ,
More sophisticated algorithms may also be employed.
2. Touch Point KQI Score Determination

The second stage (L2) is the determination of Touch Point KQI scores. It is widely
recognized that subjective and contextual data is required to deliver an accurate
assessment of user experience:
ITU-T Recommendation P.10 [i.37]/G.100: KQI is influenced by users expectation and

context
ETSI TR 102 643 V1.0.2 (2010-01): A measure of user performance based on both objective
and subjective psychological measures
For the calculations defined here, the Touch Point KQI scores should be calibrated to
ensure maximum alignment with the users subjective feeling.
One possible method is to take objective and subjective data from a sample of users
and from this develop linear and/or non-linear mapping functions. These can then be
applied to the wider population. See Figure 2.
Figure 2 - Calibration of Data
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A general equation to generate the KQI score for a particular Touch Point then
becomes:-
= ( , )
3. Journey and Overall CEI Determination

Finally (L1), we generate CEI scores for each customer journey, and then an overall
per-customer CEI score. Again, these also benefit from calibration with subjective
data.
This gives the following general equation for per customer, per journey CEI
determination:-
= ( , )
Plus the following general equation for CEI determination:-
= ( )
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Appendix B: Terms and Abbreviations Used within this

Document
1. Terminology
Term
Definition
TMF or Outside Source
Sample Customer Survey

Response
The results from a survey

where only a sample of the
target population is surveyed.
The aim is to gauge the
opinion of the target
population as a whole, not at
an individual level. As such,
responses are not recorded
against specific customer IDs
TMF
Customer Survey Response
The results from a survey

where the entire population of
a specific group of customers
is surveyed. Each response
may be recorded against a
specific customer ID.
TMF
Channel
Any method by which a

customer may interact with a
DSP. See Section 2.4 for a list
of Channel Types.
Industry Term
2. Abbreviations and Acronyms

Abbreviation/
Acronym
Abbreviation/
Acronym Spelled
Out
Definition
TMF or External
Source
CSM
Customer Service
Manager
An individual appointed by the DSP

DSP whose role is to care for
one or more Enterprise
customers
FSR
Field Service

DSP whose role is to install
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CSR
Representative
and/or maintain Customer

Premises Equipment
Customer Support
Representative

DSP whose role is to support
customers with any queries or
problems they may have
related to the DSPs products
and services. Typically they
may be contacted by
telephone, online or face-toface in a Customer Service
Center
Page 157 of 157

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Frameworx Best Practice

Customer Experience Management Solution Suite

Latest Update: Frameworx Release 15

TM Forum 2015. All Rights Reserved.

TM Forum 2015. All Rights Reserved.

Administrator. TM FORUM makes no representation that any information or list of intellectual

Direct inquiries to the TM Forum office:

TM Forum 2015. All Rights Reserved.

4.3.4. Choice of Products and Services ........................................................................ 27

6.3.2. Ordering Performance......................................................................................... 51

7.3.8. Data Service Consistency (Web) ........................................................................ 78

8.3. Functional Metrics..................................................................................................... 104

Renew (Enhance Selection, Renew Contract) .......................................................... 126

10.2.1. Service Activation (Renewal) Compliance ...................................................... 129

Recommend (Refer Product/Service, Gain Loyalty) ................................................ 132

Leave (Feedback, Discontinue) .................................................................................. 139

Administrative Appendix............................................................................................. 148

13.1 Document History .................................................................................................... 148

KQI Determination ..................................................................................................... 154

Touch Point KQI Score Determination ...................................................................... 154

Journey and Overall CEI Determination .................................................................... 155

Appendix B: Terms and Abbreviations Used within this Document................................. 156

Terminology ............................................................................................................... 156

Abbreviations and Acronyms ..................................................................................... 156

TM Forum 2015. All Rights Reserved.

Figure 2 Example Journey and Associated Metrics

TM Forum 2015. All Rights Reserved.

TM Forum 2015. All Rights Reserved.

TM Forum 2015. All Rights Reserved.

1.2.1. Main Body

Summarizes the content of this document.

Terms and Abbreviations

TM Forum 2015. All Rights Reserved.

2. CXM Metrics Framework

Customer Experience Lifecycle

The resulting CXM metrics framework is shown in figure below:-

Choose Consume Manage

Figure 1 CXM Metrics Framework

Be Aware (Observe, Learn, React)

2.2.1. Per-Customer Metrics

2.2.2. Per- Enterprise Customer Metrics

2.2.3. Functional Metrics

Granularity is one of:

Per Customer (C)

TM Forum 2015. All Rights Reserved.

For example, BA-C-1 # Social Network Followers has Social Network ID as a

TM Forum 2015. All Rights Reserved.

ID dimensions should make unambiguous reference to each unique instance of the

Touch Points, Channels and Journeys

In addition the experience may be further modified by these additional channels:

Device (Capability and Usability)

TM Forum 2015. All Rights Reserved.

Choose Consume Manage

Figure 2 Example Journey and Associated Metrics

Calculating Customer Experience

TM Forum 2015. All Rights Reserved.

3. Collecting Subjective Data

When responding to questions, customer survey participants should be presented

TM Forum 2015. All Rights Reserved.

4. Be Aware (Observe, Learn, React)

4.1.1. Social Network

# Social Network Followers

# Followers on Social Network sites

4.1.2. Advertising Effectiveness