GB962A Lifecycle Metrics R15.0.1

Fra m ew orx Best Pr actice

Lifecycle Metrics

Customer Experience Management Solution Suite GB962 Addendum A Release 15.0.1 December 2015

Latest Update: FrameworxRelease 15 Version 2.5.3

TM

TM Forum Approved IPR Mode: RAND

Forum 2015. All Rights Reserved.

Lifecycle Metrics Customer Experience Management Solution Suite R15.0.1

Notice

© TM Forum 2015. All Rights Reserved.

Page2 of 157


Notice Copyright © TM Forum 2015. All Rights Reserved. This document and translations of it may be copied and furnished to others, and derivative works that comment on or otherwise explain it or assist in its implementation may be prepared, copied, published, and distributed, in whole or in part, without restriction of any kind, provided that the above copyright notice and this section are included on all such copies and derivative works. However, this document itself may not be modified in any way, including by removing the copyright notice or references to TM FORUM, except as needed for the purpose of developing any document or deliverable produced by a TM FORUM Collaboration Project Team (in which case the rules applicable to copyrights, as set forth in theTM FORUM IPR Policy, must be followed) or as required to translate it into languages other than English. The limited permissions granted above are perpetual and will not be revoked by TM FORUM or its successors or assigns. This document and the information contained herein is provided on an "AS IS" basis and TM FORUM DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY THAT THE USE OF THE INFORMATION HEREIN WILL NOT INFRINGE ANY OWNERSHIP RIGHTS OR ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. TM FORUM invites any TM FORUM Member or any other party that believes it has patent claims that would necessarily be infringed by implementations of this TM Forum Standards Final Deliverable,totogrant notifypatent the TM FORUM Administrator and provide consistent an indication ofthe its IPR willingness licenses to Team such patent claims in a manner with Mode of the TM FORUM Collaboration Project Team that produced this deliverable. The TM FORUM invites any party to contact the TM FORUM Team Administrator if it is aware of a claim of ownership of any patent claims that would necessarily be infringed by implementations of this TM FORUM Standards Final Deliverable by a patent holder that is not willing to provide a license to such patent claims in a manner consistent with the IPR Mode of the TM FORUM Collaboration Project Team that produced this TM FORUM Standards Final Deliverable. TM FORUM may include such claims on its website, but disclaims any obligation to do so. TM FORUM takes no position regarding the validity or scope of any intellectual property or other rights that might be claimed to pertain to the implementation or use of the technology described in this TM FORUM Standards Final Deliverable or the extent to which any license under such rights might or might not be available; neither does it represent that it has made any effort to identify any such rights. Information on TM FORUM's procedures with respect to rights in any document or deliverable produced by a TM FORUM Collaboration Project Team can be found on the TM FORUM website. Copies of claims of rights made available for publication and any assurances of licenses to be made available, or the result of an attempt made to obtain a general license or permission for the use of such proprietary rights by implementers or users of this TM FORUM Standards Final Deliverable, can be obtained from the TM FORUM Team © TM Forum 2015. All Rights Reserved.

Page3 of 157


Administrator. TM FORUM makes no representation that any information or list of intellectual property rights will at any time be complete, or that any claims in such list are, in fact, Essential Claims.

Direct inquiries to the TM Forum office: 240 Headquarters Plaza, East Tower – 10th Floor, Morristown, NJ 07960 USA Tel No. +1 973 944 5100 Fax No. +1 973 944 5110 TM Forum Web Page: www.tmforum.org


Page4 of 157


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- EnterpriseCustomer 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 ServiceManager 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 © TM Forum 2015. All Rights Reserved.

Page5 of 157


4.3.4. Choice of Products and Services.......................... ........................... ...................27 4.3.5. Retail OutletPerformance........................ .......................... ........................... ......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. Per-Customer Metrics......................... .......................... ........................... ...................33 5.1.1. Enquiries........................ ........................... .......................... .......................... .......33 5.1.2. Retail OutletPerformance........................ .......................... ........................... ......33 5.2. Per-Enterprise Customer Metrics ........................ ........................... .......................... .. 34 5.2.1. Customer ServiceManager Experience........................ ........................... ..........34 5.3. Functional Metrics .......................... ........................... .......................... ........................34 5.3.1. Retail Outlet Experience........................... .......................... ........................... ......34 5.3.2. Other ChannelExperience ....................... .......................... ........................... ......35 5.3.3. Customer ServiceRepresentative Experience........................... ........................ 35

6.Choose (Select Product,Place Order, Receive)......................... .......................... ...............36 6.1. Per-Customer Metrics......................... .......................... ........................... ...................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 InstallationPerformance....................... .......................... ........................ 40 6.1.5. Trust .................................................................................................................... 43 6.1.6. Account Activation Performance .........................................................................43 6.1.7. Service Activation Performance .............................................. .......................... .. 44 6.2. Per-Enterprise Customer Metrics ........................ ........................... .......................... .. 45 6.2.1. Quotation Performance........................ .......................... ........................... ..........45 6.2.2. Delivery Performance........................... .......................... ........................... ..........46 6.2.3. Mobile Number Portability .............................................. ........................... ..........47 6.2.4. On-Site Installation Performance ....................................... .......................... .......48 6.2.5. Customer ServiceManager Experience........................ ........................... ..........49 6.2.6. Account Activation Performance .........................................................................49 6.2.7. Service Activation Performance .............................................. .......................... .. 50 6.3. Functional Metrics .......................... ........................... .......................... ........................50 6.3.1. Channel Performance.......................... .......................... ........................... ..........50 © TM Forum 2015. All Rights Reserved.

Page6 of 157


6.3.2. Ordering Performance.......................... .......................... ........................... ..........51 6.3.3. Retail Outlet Experience........................... .......................... ........................... ......51 6.3.4. Other ChannelExperience ....................... .......................... ........................... ......52 6.3.5. Customer ServiceRepresentative Experience........................... ........................ 53 6.3.6. Delivery Performance........................... .......................... ........................... ..........53 6.3.7. Mobile Number Portability .............................................. ........................... ..........54 6.3.8. On-Site Installation Performance ....................................... .......................... .......54 6.3.9. Account Activation Performance .........................................................................54 6.3.10. Service ActivationPerformance.......................... ........................... ...................55

7.Consume (Use,Review Use, EvaluateValue)........................ ........................... ...................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 FunctionalMetrics......................... .......................... ........................... ..........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 © TM Forum 2015. All Rights Reserved.

Page7 of 157


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 ConsistencyMMS) ( .......................... ........................... ......80 7.3.12. Messaging ServiceConsistency (SMS)........................... ........................... ......80 7.3.13. Messaging Service Consistency (Email)............................... ........................... . 81 7.3.14. Roaming ServiceConsistency........................ .......................... ........................ 81 7.4. Fixed-Line Per-CustomerMetrics........................ ........................... .......................... .. 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 FunctionalMetrics.......................... .......................... ........................... ......85

8.Manage (Manage Profile/Service, Receive Help, Receive Resolution) ............................. 86 8.1. Per-Customer Metrics......................... .......................... ........................... ...................86 8.1.1. Manage Service Performance .................................. ........................... ...............86 8.1.2. On-Site Maintenance Experience ............................................... ........................87 8.1.3. Incident ResolutionPerformance.......................... ........................... ................... 87 8.1.4. Complaint Handling Performance ............................................... ........................ 92 8.1.5. Proactive ComplaintPrevention........................ .......................... ........................ 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. Per-Enterprise Customer Metrics ........................ ........................... .......................... .. 98 8.2.1. Hardware Replacement Performance ................................ .......................... ......98 8.2.2. Incident ResolutionPerformance.......................... ........................... ................... 98 8.2.3. Maintenance Notification Performance ............................................ ................... 99 8.2.4. Customer ServiceManager Experience........................ ........................... ..........99 8.2.5. Smartphone ApplicationExperience.......................... .......................... ............. 101 8.2.6. Enterprise ServiceRequest Handling Performance .................................... .....101 © TM Forum 2015. All Rights Reserved.

Page8 of 157


8.3. Functional Metrics................................................. .......................... .......................... 104 8.3.1. Customer Service Experience .................................. ........................... .............104 8.3.2. Customer ServiceRepresentative Experience........................... ...................... 0 16 8.3.3. Web Site Experience....................... .......................... ........................... .............106 8.3.4. Smartphone ApplicationExperience.......................... .......................... ............. 108 8.3.5. Contact Handlingand IVR Performance........................ ........................... ........109 8.3.6. Service ConfigurationPerformance........................... .......................... .............112 8.3.7. Incident ResolutionPerformance.......................... ........................... .................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 forMoney.......................... ........................... .......................... 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 forMoney.......................... ........................... .......................... 125

10.

Renew (EnhanceSelection, 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 © TM Forum 2015. All Rights Reserved.

Page9 of 157


10.2.1. Service Activation(Renewal) Compliance....................... ........................... ....129 10.2.2. Contract RenewalSatisfaction........................ .......................... ...................... 2 19 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 (ReferProduct/Service, Gain Loyalty).......................... ......................132 11.1. Per-Customer Metrics ....................................... ........................... .......................... 132 11.1.1. Loyalty......................... ........................... .......................... .......................... .....132 11.1.2. Referral Program Performance....................... .......................... ...................... 3 12 11.1.3. Social NetworkSentiment.......................... ........................... .......................... 33 1 11.2. Per-Enterprise Customer Metrics ............................................ .......................... .....134 11.2.1. Loyalty......................... ........................... .......................... .......................... .....134 11.3. Functional Metrics .................................................................................................. 135 11.3.1. Loyalty......................... ........................... .......................... .......................... .....135 11.3.2. Loyalty Program Performance ..................................... ........................... ........136 11.3.3. Referral Program Performance....................... .......................... ...................... 3 17 11.3.4. Social NetworkSentiment.......................... ........................... .......................... 37 1

12.

Leave (Feedback, Discontinue) ......................... .......................... ........................... ....139 12.1. Per-Customer Metrics ....................................... ........................... .......................... 139 12.1.1. Customers Leaving....................... .......................... ........................... .............139 12.1.2. Final Billing .................................................. .......................... .......................... 140 12.1.3. Service Cessation ............................................... ........................... .................141 12.1.4. Mobile NumberPortability.......................... ........................... .......................... 142 12.2. Per-Enterprise Customer Metrics ............................................ .......................... .....144 12.2.1. Mobile NumberPortability.......................... ........................... .......................... 144 12.2.2. Service Cessation ............................................... ........................... .................144 12.2.3. Final Billing .................................................. .......................... .......................... 145 12.3. Functional Metrics .................................................................................................. 145 12.3.1. Churn........................ .......................... .......................... ........................... ........145 12.3.2. Channel Availability....................... .......................... ........................... .............145 12.3.3. Service Cessation ............................................... ........................... .................146 12.3.4. Mobile NumberPortability.......................... ........................... .......................... 147

13.

Administrative Appen dix........................... .......................... ........................... .............148 © TM Forum 2015. All Rights Reserved.

Page10 of 157


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. 3.

Touch Point KQI ScoreDetermination ................................................ ......................154 Journey and OverallCEI Determination........................ ........................... .................155

Appendix B: Terms and Abbreviations Used withinhis t Document......................... ........156 1.

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

2.

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


Page11 of 157


List of Figures CXM Figure Metrics 1 – Framework

16

Figure Example 2– Journey and Associated Metrics


21

Page12 of 157


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 andassociated 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.


Page13 of 157


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 customer’s outside -in perspective, recognizing that the customer’s perceived experience isfunction a of the actual experience together ith w the customer’s 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 customer’s 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-spe cific metrics inthis 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 asa starting point for farther analysis of CXM data. The determination of Customer Experience from the customer’s perspective isvery a 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 themit re of the TM Forum’s 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.


Page14 of 157


1.2.

DocumentStructure

1.2.1. Main Body ExecutiveSummary: Summarizesthe 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 givecontext to the CXM metrics. Appendix B

Terms and Abbreviations


Page15 of 157


2. CXM Metrics Framework 2.1.

CustomerExperienceLifecycle 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 customer’s unique journey, taking into account the customer’s 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

In terac t Ch o o s e

Consume

M an ag e

P ay

Recommend L eav e

Web

KPIs/KQIs Per Customer Metrics

R en e w

Channels

Social IVR Etc….

Per Enterprise Customer Metrics

Channels

Hotline CSM

Finance Functional Metrics

Marketing

Functions

Care Network Etc…..

Figure 1 – CXM Metrics Framework © TM Forum 2015. All Rights Reserved.

Page16 of 157


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.

MetricsGroups 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 metricgroupings:-

2.2.1. Per-CustomerMetrics These metrics aim to accurately reflecthet Customer Experience from thecustomer’s perspective, providing anoutside-in view of the Service Provider’s 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 Tim e - Retail Outlet

2.2.2. Per- EnterpriseCustomerMetrics 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 aremeasured 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. FunctionalMetrics These metrics measure those areas ofthe Service Provider’s operation which directly impact Customer Experience but are not readily amenable to per-customer measurement. For example, % Contacts Abandon ed. . These are purely objective measures, providing aninside-out view of Customer Experience. They are intended © TM Forum 2015. All Rights Reserved.

Page17 of 157


to provide the Service Provider with sufficient data to manage those functions of his operations which directly affectCustomer 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.

MetricCodes 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:-

- - 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 Con tact Resolution s (Introduced in V1.5) and M-F- 19a % First Contact Resolution s - No Transfer (Introduced in V2.0).

2.4.

MetricDimensions 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.


Page18 of 157


For example, BA-C-1 # S ocial 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 # Fa cebook 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 AdvertisingChannel ID App Version

   

Attribute AuthorisedDealer 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 CompetitorID Complaint ID



ComplaintType ComplimentType CSM ID CSR IDCustomerID Customer Data Type Customer Service Type

 



 



      

Device ID Device Type



Direct/Indirect DSLAM ID



Email Server IP Address EnterpriseCustomer ID First Month {Y/N}



Focus Group ID FSR ID IncentiveID 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 OriginatingCell ID OS Type Party Performing Maintenance



                      


Payment TypeProduct ID PromotionID Purchase Channel ID Quotation ID Referring CustomerID 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 TechnologyType Time of Day Top-Up Amount Trigger ID WAP Page ID Web Page ID

Page19 of 157


ID dimensions should make unambiguous reference to each unique instance of the dimension. For exampleCustom er ID should be able to uniquely identify each and every customer. TYPE dimensions refer to a class ofitems, thus examples of Comp laint 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,Channelsand 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 maybe further modified bythese 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:-


Page20 of 157


Be Aware

In tera c t C h o o s e

KQIb Per Customer Metrics

Consume

M a n ag e

Pa y

KQIc

Re n ew

Recommend L e av e

Web

KQIg

KQIa

Channels

KQIf KQIe

KQId

Social IVR Etc….

Figure 2 – Example Journey and Associated Metrics

2.6.

CalculatingCustomerExperience It is widely understood that the customer’s perceived experience is a function of current and past experiences, together with the customer’s 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 DataAnalytics group.


Page21 of 157


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 customer’s impressionservice of staff friendliness, where it is not always feasible to collect comprehensive objective data. To evaluate such experiences, it iscommon 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 targetpopulation, and the desired accuracy of the esult. r For the purposes ofthis document, the following parameters areecommende r d:

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 point, non-committal option.range is selected to prevent the respondent having a mid-


Page22 of 157


4. Be Aware (Observe, Learn, React) 4.1.

Per-CustomerMetrics

4.1.1. SocialNetwork 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. AdvertisingEffectiveness BA-C-2

Targeted Advertising Effectiveness Score

Survey response to “How do you rate the level of attributeofx the personalized advert you have just received?” Dimension: Customer ID, Advert ID, Attribute {Relevance, Creepiness} Units: 10– Very High, 1- Very Low Capture Period: 1 day Value: Used to evaluate the perceived effectiveness of a specific targeted advert Comments: None

4.2.

Per-Enterpris e CustomerMetrics

4.2.1. Brand Value BA-E-1

Brand Value Comparative Subjective Score (Enterprise)

Enterprise CustomerResponse 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 customer’s perspective. Comments: None

4.2.2. Choiceof Productsand Services BA-E-2

Product Choice Subjective Score (Enterprise) © TM Forum 2015. All Rights Reserved.

Page23 of 157


Enterprise CustomerResponse to “We offer a good choice of product brands and models ” Dimensions:Enterprise Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 year 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” 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 range of product brands and models offered by the DSPcompares with its competitors, from the enterprise customer’s perspective. Comments: None

BA-E-4

Service Plan Choice Subjective Score (Enterprise)

s” Enterprise CustomerResponse to “We offer a go od choice of service plan Dimensions: Enterprise Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 year 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 choiceservice of plans compare with 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 range of service plans offered by the DSPcompares with its competitors, from the enterprise customer’s perspective. Comments: None

4.2.3. CustomerServiceManagerExperience BA-E-6

Customer Service Manager Subjective Score - Awareness

Enterprise CustomerResponse 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 Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 year


Page24 of 157


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 SP’s products and services as appropriate to the customer’s specific needs. Comments: None

BA-E-7

Customer Service Manager Subjective Score - Knowledge

Enterprise CustomerResponse to “Our CSM has very good product knowledge and is able to answer all yourqueries” Dimensions: Enterprise Customer ID, CSM ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 year 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 SP’s products and servi ces. Comments: None

4.3.

FunctionalMetrics

4.3.1. AdvertisingEffectiveness BA-F-1

# Gross Rating Points

Gross Rating Points = % Reach * Frequency Dimensions: Campaign ID Units: % Capture Period: 1 day Value: Used to evaluate the exposure of a specific advertising campaign Comments: None

BA-F-2

Advertisement Effectiveness Subjective Score

Focus GroupSurvey 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 “Pleasequote reference xxxxx”, “Please bring voucher to our shop for a free gift” © TM Forum 2015. All Rights Reserved.

Page25 of 157


Comments: None

4.3.2. MarketPresence 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 Capture Period: 1 month Value: Used to assess market penetration. rd-party Comments: This figure is typically available from Government or other 3 source such as GSMA.

BA-F-6

% Market Share

# Customers/ # Customers All Service Providers Dimensions: Region ID Units: % Capture Period: 1 month 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 Units: 6 (Far better)– 1 (Far worse) Capture Period: 6 months Value: Competitive benchmark. This metric measures how the brand value of the DSP compares with its competitors, from the customer’s 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 Capture Period: 3 months Value: Used to assess the relative public reputation of the DSP © TM Forum 2015. All Rights Reserved.

Page26 of 157


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 Capture Period: 3 months Value: Used to assess the relative public reputation of the DSP Comments: None

4.3.4. Choiceof Productsand 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 Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 3 months Value: Used to evaluate the perceived range of products available Comments: None

BA-F-11

Product Choice Comparative Subjective Score

to “How does our choice of product brands and models Sample Customer Survey Response compare with competitor ”x Dimensions: Customer ID, Survey ID, Competitor ID Units: 6 (Far better)– 1 (Far worse) Capture Period: 3 months 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 CustomerSurvey Response to “We offer a good choice service of plans” Dimensions: Customer ID, Survey ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 3 months 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 “Howoes d our choice of service plans compare with competitor x”

Dimensions: Customer ID, Survey ID, Competitor ID Units: 6 (Far better)– 1 (Far worse) Capture Period: 3 months Value: Competitor benchmark. Used to evaluate perceived choice of service plans with respect to competitors Comments: None © TM Forum 2015. All Rights Reserved.

Page27 of 157


4.3.5. RetailOutletPerformance BA-F-14

# Retail Outlets - Direct

# Own branded retail outlets Dimensions: Region ID Units: Number Capture Period: 1 month Value: Used to assess market presence Comments: None

BA-F-15

# Retail Outlets – Indirect

# 3rd Party retailoutlets marketing SP’s services Dimensions: Region ID, Authorized Dealer ID Units: Number Capture Period: 1 month 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 Capture Period: 1 month 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: % Capture Period: 1 month Value: Used to assess market presence at country entry points. Comments: None

BA-F-17

Retail Outlet Subjective Score

Focus Group Survey response toHow “ do you rate our shopwith 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 Capture Period: 1 year 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 © TM Forum 2015. All Rights Reserved.

Page28 of 157


Capture Period: 1 day Value: Used to assess retail outlet popularity Comments: None

4.3.6. Other ChannelPerformance BA-F-17a # MarketingChannels # Marketing Channels Dimensions: Market Channel Type Units: Number Capture Period: 3 months Value: Number of channels over which marketing information is available such as radio, TV, – measuresthe relative breadth of the SP’s Web Site, other online media and services exposure. Comments: None

BA-F-18

% Marketing Channels of Competitors Marketing Channels

# Marketing Channels /# Competitor Marketing Channels Dimensions: Competitor ID Units: % Capture Period: 3 months 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 SP’s exposure. Comments: None

BA-F-18a # Social Networks Present # Social Networks Present Dimensions: Social Network ID Units: Number Capture Period: 3 months Value: Number of Social Networks over which marketing information is available such as Facebook, Twitter, Weixin– measures the relative breadth of the SP’s exposure Comments: None

BA-F-19

% Social Network Presence of Competitors Social Network Presence

# Social Networks Present/# Social Networks Competitor Present Dimensions: Competitor ID Units: % Capture Period: 3 months Value: Competitive Benchmark. Relative number of Social Networks over which marketing – measures the relative breadth of information is available such as Facebook, Twitter, Weixin the SP’s exposure compared with competitors Comments: None

BA-F-20

# Unique Web Site Visits

# Unique visits to Web Site Dimensions: Web Page ID{Home, Promo…}, SourceID {Direct, Google, Baidu….} © TM Forum 2015. All Rights Reserved.

Page29 of 157


Units: Number Capture Period: 1 day 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 Capture Period: 1 day 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) Capture Period: 1 month 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 Units: 6 (Far better)– 1 (Far worse) Capture Period: 1 month Value: Competitive benchmark. This metric measures how the online channels of the DSP compare with its competitors, from the customer’s perspective. Comments: None

BA-F-24

# Catalogues Taken

# Catalogues taken from retail outlets Dimensions: Catalogue ID, Direct/Indirect, Retail Outlet ID Units: Number Capture Period: 1 week Value: Used to assess value of catalogue Comments: None

BA-F-25

Catalogue Value Subjective Score

Sample CustomerSurvey Response to “How satisfied are you with the clarity and usefulness of our catalogue?” Dimensions: Survey ID, Customer ID, Catalogue ID Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the user experience of the catalogue © TM Forum 2015. All Rights Reserved.

Page30 of 157


Comments: None

4.3.7. MarketingEfficiency BA-F-26

# Service Plans Introduced

# Service Plan offers and changes introduced Dimensions: Service Plan ID Units: Number Capture Period: 1 week 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 Capture Period: 1 week Value: Enables the efficiency of the marketing department to be tracked. Comments: None

BA-F-28

# Service Plans Rejected

# Service Plan offers rejected by testing Dimensions: Service Plan ID, Cause Units: Number Capture Period: 1 week Value: Enables the efficiency of the marketing department to be tracked. 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: % Capture Period: 1 month 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: % Capture Period: 1 month Value: Indicates user’s chara cteristics and possibly preference for privacy © TM Forum 2015. All Rights Reserved.

Page31 of 157


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: % Capture Period: 1 month Value: Indicates user’s characteristics and possibly preference for privacy Comments: None


Page32 of 157


5. Interact (Request Detail, Reserve) 5.1.

Per-CustomerMetrics

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 Capture Period: 1 month Value: Usedto evaluate the level of interest in the SP’s 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. RetailOutletPerformance 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, Ac tivity 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 Capture Period: 1 month Value: Usedto evaluate the level of interest in the SP’s products and services, and the relative popularity of the SP’s retail outlets Comments: Customer ID may not be known in all cases


Page33 of 157


5.2.


5.2.1. CustomerServiceManagerExperience I-E-1

Customer Service Manager Subjective Score – Provide Details

Enterprise CustomerResponse to “How satisfied are you with your Customer Service Manager at providing details and demonstrations our of products and services” Dimensions: Enterprise Customer ID, CSM ID Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 year Value: Used to measure the perceived experience of the CSM at providing details and demonstrations of specific products and services Comments: None

5.3.

FunctionalMetrics

5.3.1. RetailOutletExperience I-F-1

Authorized Dealer Subjective Score – Provide Details

Sample Customer Survey Responseo t“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 Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the effectiveness of the authorized dealer in providing details and demonstrations of specific products and services Comments: None

I-F-2

Retail Outlet Subjective Score – Provide Details

Sample Customer SurveyResponse 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 Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the effectiveness of the retail outlet in providing details and demonstrations of specific products and services 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 Capture Period: 1 day Value: Used to assess breadth of stock and stock availability Comments: None © TM Forum 2015. All Rights Reserved.

Page34 of 157


5.3.2. Other ChannelExperience I-F-3

Sales Hotline Subjective Score – Provide Details

Sample Customer SurveyResponse to “How satisfied are you with ou r Sales Hotline at providing details of our products and services” Dimensions: Survey ID, Customer ID Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month Value: Used toand measure the perceived experience of the Sales Hotline at providing details the SP’s products 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 Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the perceived experience of the online channel at providing details of the product/service Comments: None

5.3.3. CustomerServiceRepresentativ e Experience I-F-6

Customer Service Representative Subjective Score – Provide Details

Sample Customer SurveyResponse 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} Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the perceived experience of the customer service representative at providing details of the product/service Comments: None


Page35 of 157


6. Choose (Select Product, Place Order , Receive) 6.1.

Per-CustomerMetrics

6.1.1. Sales Performance CH-C-1

# Customers Acquired

CH-C-2 CH-C-3

Deleted (Replaced with CH-F-2a) # Orders Successful

# New customers acquired Dimensions: Customer ID, Service Plan ID, Channel Type, Channel ID, Referring Customer ID, CSR ID, CSM ID Units: Number Capture Period: 1 month Value: Used to evaluate the trend of customer growth and whether referral occurred. Comments: None

# 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 Capture Period: 1 day 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) Dimensions: Customer ID, Product ID, Service Plan ID, Channel Type, Channel ID, Incentive ID, Promotion ID, CSR ID, CSM ID Units: Number Capture Period: 1 day Value: Used to evaluate the popularity of Product and Service Plan IDs and sales performance 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 © TM Forum 2015. All Rights Reserved.

Page36 of 157


Capture Period: 1 day 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 Capture Period: 1 day Value: Used to evaluate missed sales opportunities 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 Capture Period: 1 month 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. Dimensions: Region ID, Customer ID, Service Plan ID, Channel Type, Channel ID, New/Renew Units: Number Capture Period: 1 month Value: Used to measure efficiency of Credit Check process Comments: None

CH-C-7a # Credit Checks Failed # Credit checks with result “failed” Dimensions: Region ID, Customer ID, Service Plan ID, Channel Type, Channel ID, New/Renew Units: Number Capture Period: 1 month Value: User attribute Comments: None

CH-C-8

Deleted (Duplicate of CH-C-1)

6.1.2. DeliveryPerformance CH-C-9

# Deliveries Attempted

# Attempted Deliveries Dimensions: Customer ID, Order ID, Product ID Units: Number © TM Forum 2015. All Rights Reserved.

Page37 of 157


Capture Period: 1 month Value: Used to measure delivery performance. Comments: None

CH-C-10 # Deliveries Successful # Successful Deliveries Dimensions: Customer ID, Order ID, Product ID Units: Number Capture Period: 1 month Value: Used to measure delivery performance. Comments: In cases where acceptance is required, a delivery is not considered successful until acceptance is achieved.

CH-C-10a # Deliverieson RequestedTime # Orders delivered during the time period requested by the customer Dimensions: Customer ID, Order ID, Product ID Units: Number Capture Period: 1 month Value: Used to measure delivery performance. Comments: Measured when the entire order is delivered.

CH-C-10b # Deliverieson Committed Time # Orders delivered during the time period committed to the customer Dimensions: Customer ID, Order ID, Product ID Units: Number Capture Period: 1 month Value: UsedMeasured to measure delivery performance. Comments: when the entire order is delivered.

CH-C-11 # Hours to Deliver, from Request to Delivery Time of Delivery– Time of Request Dimensions: Customer ID, Order ID, Product ID Units: Hours Capture Period: 1 month Value: Used to measure delivery performance. 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 Dimensions: Customer ID, Order ID, Product ID Units: Hours Capture Period: 1 month Value: Used to measure delivery performance. Comments: None

CH-C-13 # Hours Delivery Delay - Actual Time of Delivery– Committed Delivery Time © TM Forum 2015. All Rights Reserved.

Page38 of 157


Dimensions: Customer ID, Order ID, Product ID Units: Hours Capture Period: 1 month Value: Used to measure delivery performance. 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 Capture Period: 1 month Value: Used to measure delivery performance. Comments: None

CH-C-15 # Deliveries Dead on Arrival # Deliveries of faulty products Dimensions: Customer ID, Order ID, Product ID, Cause Units: Number Capture Period: 1 month Value: Used to measure delivery performance. Comments: None

6.1.3. MobileNumberPortability CH-C-16 # Incoming Porting Requested # NPR Issued or PACs Received Dimensions: Customer ID, Old Service Provider ID, Method Type {NPR, PAC} Units: Number Capture Period: 1 month Value: Used to measure MNP process performance Comments: None

CH-C-17 # Incoming Porting Attempted # Incoming Porting Attempts Initiated Dimensions: Customer ID, Old Service Provider ID, Method Type {NPR, PAC} Units: Number Capture Period: 1 month Value: Used to measure MNP process performance 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 Capture Period: 1 month © TM Forum 2015. All Rights Reserved.

Page39 of 157


Value: Used to measure MNP process performance Comments: None

CH-C-19 # Minutes to Port In, from Request to Completion Time of Port Completion - Time of NPR Sent or PAC Received Dimensions: Customer ID, Old Service Provider ID, Method Type {NPR, PAC} Units: Minutes Capture Period: 1 month Value: Used to measure MNP process performance Comments: None

CH-C-20 # Incoming Porting Compliant # Incoming Porting Requests Completed within SLA defined time. Dimensions: Customer ID, Old Service Provider ID, Method Type {NPR, PAC} Units: Number Capture Period: 1 month Value: Used to measure MNP process performance Comments: None

CH-C-21 # Minutes No Service Due To Incoming Porting Time Service Restored– Time Service Lost Dimensions: Customer ID, Old Service Provider ID, Method Type {NPR, PAC} Units: Minutes Capture Period: 1 month Value: Used to measure MNP process performance Comments: None

6.1.4. On-siteInstallationPerformance CH-C-22

# Installations Attempted

# Attempted Installations Dimensions: Customer ID, Order ID, Product ID, FSR ID, Self-Install {Y/N} Units: Number Capture Period: 1 month Value: Used to measure Installation performance. Comments: For self-installations, the FSR ID is not required.

CH-C-23 # Installations Successful # Successful Installations Dimensions: Customer ID, Order ID, Product ID, FSR ID, Self-Install {Y/N} Units: Number Capture Period: 1 month Value: Used to measure Installation performance. Comments: In cases where acceptance is required, an installation is not considered successful until acceptance is achieved.

CH-C-23a # Installations on RequestedTime © TM Forum 2015. All Rights Reserved.

Page40 of 157


# Installations occurring during the time period requested by the customer Dimensions: Customer ID, Order ID, Product ID, FSR ID Units: Number Capture Period: 1 month Value: Used to measure installation performance. Comments: Measured when the installation is completed.

CH-C-23b # Installationson Committed Time # Installations occurring during the time period committed to the customer Dimensions: Customer ID, Order ID, Product ID, FSR ID Units: Number Capture Period: 1 month 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 Dimensions: Customer ID, Order ID, Product ID, FSR ID Units: Minutes Capture Period: 1 month Value: Used to measure Installation performance. 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 Dimensions: Customer ID, Order ID, Product ID, FSR ID Units: Hours Capture Period: 1 month Value: Used to measure Installation performance. Comments: Only applicable to FSR assisted installations

CH-C-26 # Hours Installation Delay - Committed Committed Installation Time– Requested Installation Time Dimensions: Customer ID, Order ID, Product ID, FSR ID Units: Hours Capture Period: 1 month Value: Used to measure Installation performance. Comments: None

CH-C-27 # Hours Installation Delay - Actual Time of Start Installation– Committed Installation Time Dimensions: Customer ID, Order ID, Product ID, FSR ID Units: Hours Capture Period: 1 month Value: Used to measure Installation performance. © TM Forum 2015. All Rights Reserved.

Page41 of 157


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: % Capture Period: 1 month Value: Used to measure Installation performance. Comments: None

CH-C-28a # Installations Attempted First Time # Attempted Installations (First Time) Dimensions: Customer ID, Order ID, Product ID, FSR ID, Self-Install {Y/N} Units: Number Capture Period: 1 month Value: Used to measure Installation performance. Comments: For self-installations, the FSR ID is not required.

CH-C-28b # Installations Successful First Time # Successful Installations (First Time) Dimensions: Customer ID, Order ID, Product ID, FSR ID, Self-Install {Y/N} Units: Number Capture Period: 1 month Value: Used to measure Installation performance. Comments: In cases where acceptance is required, an installation is not considered successful until acceptance is achieved.

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: % Capture Period: 1 month Value: Used to measure Installation performance. 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) Capture Period: 1 month Value: Used to measure the customer experience of the Field Service Representative Comments: None


Page42 of 157


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 Capture Period: 1 month 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 Capture Period: 1 month Value: Indicates user’s characteristics. Comments: None

CH-C-32 # Customers – 3rd Party Marketing Opt-Out # Customers selecting to opt-out ofrd3-party marketing Dimensions: Customer ID, Product ID, Service Plan ID, Channel Type, Channel ID Units: Number Capture Period: 1 month Value: Indicates user’s characteristics and possibly preference for privacy Comments: None

6.1.6. AccountActivationPerformance CH-C-33 # Account Activations Requested # Account Activation Requests Dimensions: Channel Type, Channel ID, Customer ID Units: Number Capture Period: 1 day Value: Used to measure efficiency of Account Activation process Comments: None

CH-C-34 # Account Activations Successful # Successful Account Activations Dimensions: Channel Type, Channel ID, Customer ID Units: Number Capture Period: 1 day Value: Used to measure efficiency of Account Activation process Comments: None

CH-C-35 # Account Activations Failed # Failed Account Activations © TM Forum 2015. All Rights Reserved.

Page43 of 157


Dimensions: Channel Type, Channel ID, Customer ID, Cause Units: Number Capture Period: 1 day Value: Used to measure efficiency of Account Activation process Comments: None

CH-C-36 # Seconds to Activate Account, from Request to Activation Time of Account Activation– Time of Request Dimensions: Channel Type, Channel ID, Customer ID Units: Seconds Capture Period: 1 day Value: Used to measure efficiency of Account Activation process Comments: None

6.1.7. ServiceActivationPerformance CH-C-37 # Service Activations Requested # Service Activation Attempts Dimensions: Service Plan ID, Channel Type, Channel ID, Customer ID, DSLAM ID Units: Number Capture Period: 1 day Value: Used to measure efficiency of Service Activation process Comments: None

CH-C-38 # Service Activations Successful # Successful Service Activations Dimensions: Service Plan ID, Channel Type, Channel ID, Customer ID, DSLAM ID Units: Number Capture Period: 1 day Value: Used to measure efficiency of Service Activation process Comments: In cases where acceptance is required, an activation is not considered successful until acceptance is achieved.

CH-C-39 # Service Activations Failed # Failed Service Activations Dimensions: Service Plan ID, Channel Type, Channel ID, Customer ID, DSLAM ID, Cause Units: Number Capture Period: 1 day Value: Used to measure efficiency of Service Activation process Comments: None

CH-C-40 # Seconds to Activate Service, from Request to Activation Time of Activation– Time of Request Dimensions: Service Plan ID, Channel Type, Channel ID, Customer ID, DSLAM ID Units: Seconds Capture Period: 1 day Value: Used to measure efficiency of Service Activation process © TM Forum 2015. All Rights Reserved.

Page44 of 157


Comments: None

CH-C-41 # Seconds Activation Notification Delay – Time User ends Interaction with CSR Time User Receives Activation Notification Dimensions: Service Plan ID, Channel Type, Channel ID, Customer ID, DSLAM ID Units: Seconds Capture Period: 1 day Value: Used to measure efficiency of Service Activation process Comments: Typically the user will receive an SMS to inform them that activation is successful.

6.2.

Per-Enterpri se CustomerMetrics

6.2.1. QuotationPerformanc e CH-E-1

# Quotations

# Quotations provided Dimensions: Enterprise Customer ID, CSM ID, Quotation ID Units: Number Capture Period: 1 month 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 Dimensions: Enterprise Customer ID, CSM ID, Quotation ID Units: Number Capture Period: 1 month Value: Used to measure the efficiency of the quotation process for enterprise customers Comments: Applicable to non-standard services

CH-E-3

% Quotations Unsuccessful

# Quotations Unsuccessful / # Quotations Dimensions: Enterprise Customer ID, CSM ID Units: % Capture Period: 1 month Value: Used to measure the efficiency of the quotation process for enterprise customers Comments: Applicable to non-standard services

CH-E-4

# Hours to Provide Quotation, from Request to Quotation Provided

Time of Quotation Provided– Time Quotation Requested Dimensions: Enterprise Customer ID, CSM ID, Quotation ID Units: Hours Capture Period: 1 month Value: Used to measure the efficiency of the quotation process for enterprise customers. Comments: Applicable to non-standard services © TM Forum 2015. All Rights Reserved.

Page45 of 157


6.2.2. DeliveryPerformance 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 Capture Period: 1 month 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 Dimensions: Enterprise Customer ID, CSM ID, Order ID Units: Minutes Capture Period: 1 month 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 Dimensions: Enterprise Customer ID, CSM ID, Order ID Units: Minutes Capture Period: 1 month 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 Dimensions: Enterprise Customer ID Units: % Capture Period: 1 month 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: % Capture Period: 1 month Value: Used to measure delivery (SLA) performance to enterprise customers. Comments: None

CH-E-8

% Deliveries on Committed Time (Enterprise) © TM Forum 2015. All Rights Reserved.

Page46 of 157


# Deliveries on committed time/ # Deliveries Successful Dimensions: Enterprise Customer ID, CSM ID Units: % Capture Period: 1 month Value: Used to measure delivery (SLA) performance to enterprise customers. Comments: No

CH-E-8a

% Services Activatedon Committed Time (Enterprise)

# Service Activations on committed time/ # Service Activations Successful Dimensions: Enterprise Customer ID, CSM ID, DSLAM ID Units: % Capture Period: 1 month 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 ”

Dimensions: Enterprise CustomerID, CSM ID Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 year Value: Used to measure the perceived experience of the enterprise customer in receiving deliveries of products and services. Comments: None

6.2.3. MobileNumberPortability 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: % Capture Period: 1 month 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: % © TM Forum 2015. All Rights Reserved.

Page47 of 157


Capture Period: 1 month Value: Used to measure performance of MNP process for enterprise customers Comments: None

6.2.4. On-SiteInstallationPerformance 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 Capture Period: 1 month 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

Dimensions: Enterprise Customer ID Units: % Capture Period: 1 month Value: Used to measure Installation performance to enterprise customers. Comments: None

CH-E-14a % Installations SuccessfulFirst Time (Enterprise) # Installations Successful First Time/ # Installations Attempted First Time

Dimensions: Enterprise Customer ID Units: % Capture Period: 1 month Value: Used to measure Installation performance to enterprise customers. Comments: None

CH-E-15 % Installations on Requested Time (Enterprise) # Installations on requested time/ # Installations Dimensions: Enterprise Customer ID Units: % Capture Period: 1 month 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 Dimensions: Enterprise Customer ID Units: % Capture Period: 1 month Value: Used to measure Installation (SLA) performance to enterprise customers. Comments: None © TM Forum 2015. All Rights Reserved.

Page48 of 157


6.2.5. CustomerServiceManagerExperience CH-E-17 Customer Service Manager Subjective Score – Place Order Enterprise CustomerResponse to “How satisfied are you with your Customer Service Manager at understanding your requirements and placing orders for our products and services” Dimension, Enterprise Customer ID, CSM ID Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 year Value: Used to measure the perceived experience of the CSM at understanding the customer’s requirements and placing orders for the SP’sproducts and services Comments: None

CH-E-18 Customer Service Manager Subjective Score – Place Urgent Order Enterprise CustomerResponse to “How satisfied are you with your Customer Service orders for our products and services” Manager at understanding your requirements and urgent Dimension, Enterprise Customer ID, CSM ID Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 year Value: Used to measure the perceived experience of the CSM at understanding the customer’s requirements and placing urgent orders for the SP’s products and services Comments: None

CH-E-19 Customer Service Manager Subjective Score – Take Delivery Enterprise Customer Response to “How satisfied are you with your Customer S ervice Manager at supporting you with taking delivery”

Dimension, Enterprise Customer ID, CSM ID Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 year Value: Used to measure the perceived experience of the CSM at supporting the customer with taking delivery of orders. Comments: None

6.2.6. AccountActivationPerformance CH-E-20 Deleted. (Replaced with CH-C-33) CH-E-21 Deleted. (Replaced with CH-C-34) CH-E-22 Deleted. (Replaced with CH-C-35) 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: % Capture Period: 1 month Value: Used to measure efficiency of Account Activation process Comments: None

CH-E-24 Deleted. (Replaced with CH-C-36) © TM Forum 2015. All Rights Reserved.

Page49 of 157


6.2.7. ServiceActivationPerformance CH-E-25 Deleted. (Replaced with CH-C-37) CH-E-26 Deleted. (Replaced with CH-C-38) CH-E-27 Deleted. (Replaced with CH-C-39) 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: % Capture Period: 1 month Value: Used to measure efficiency of Service Activation process Comments: None

CH-E-29 Deleted. (Replaced with CH-C-40)

6.3.

FunctionalMetrics

6.3.1. ChannelPerformance CH-F-1

% Place Order Channels of Competitor Place Order Channels

# Place Order Channels /# Competitor Place Order Channels Dimensions: Competitor ID Units: % Capture Period: 3 months 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 Capture Period: 3 months Value: Indicator of ease of ordering. Comments: None

CH-F-1b

# CompetitorPlace Order Channels

# Distinct channels over which orders may be placed per competitor Dimensions: Competitor ID Units: Number Capture Period: 3 months Value: Competitive Benchmark. Comments: None

CH-F-2

% Orders of Enquiries © TM Forum 2015. All Rights Reserved.

Page50 of 157


# Orders Attempted/ # Enquiries Dimensions: Channel Type, Channel ID Units: Number Capture Period: 1 month 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: % Capture Period: 1 month Value: Used to evaluate the trend of customer growth Comments: # Customers is measured at the start of the measurement period

6.3.2. OrderingPerformance 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: % Capture Period: 1 day Value: Used to evaluate missed sales opportunities 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: % Capture Period: 1 day Value: Used to evaluate missed sales opportunities Comments: None

6.3.3. RetailOutletExperience CH-F-5

Authorized Dealer Subjective Score – Place Order

Sample Customer SurveyResponse 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 Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month Value: to measure the perceived experience of the authorized dealer in placing orders for the Used SP’sproducts and solutions” Comments: None

CH-F-6

Retail Outlet Subjective Score – Place Order © TM Forum 2015. All Rights Reserved.

Page51 of 157


Sample Customer SurveyResponse 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 Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the perceived experience of the retail outlet ordering in the SP’s products and services Comments: None

CH-F-6a

# Product Lines Out of Stock per Retail Outlet

# Product lines which are out of stock Dimensions: Retail Outlet ID, Product ID Units: Number Capture Period: 1 day 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) Dimensions: Retail Outlet ID, Product ID Units: Number Capture Period: 1 day Value: Used to assess stock availability Comments: None

6.3.4. Other ChannelExperience CH-F-7

Sales Hotline Subjective Score – Place Order

“ Sample Customer SurveyResponse to How satisfied are you with our Sales Hotline at placing orders for our products and services” Dimensions: Survey ID, Customer ID, Product ID, Service Plan ID, New/Renew Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the perceived experience of the sales hotline in orderingSP’s the products and services Comments: None

CH-F-8

Online Channel Subjective Score – Place Order

“ Sample Customer SurveyResponse to How satisfied are you with our Online Channel at placing orders for our products and services” Dimensions: Survey ID, Customer ID, Online Channel Type, Product ID, Service Plan ID, New/Renew Units: 6 (Very Satisfied)– 1 (Very Dissatisfied)

Capture Period: 1 month the SP’s products Value: Used to measure the effectiveness of the online channel in ordering and services Comments: None © TM Forum 2015. All Rights Reserved.

Page52 of 157


6.3.5. CustomerServiceRepresentativ e Experience CH-F-9

Customer Service Representative Subjective Score – Place Order

Sample Customer SurveyResponse 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} Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the perceived experience of the customer service representatives performance at placing orders for the SP’s products and services Comments: None

6.3.6. DeliveryPerformance CH-F-10

% Deliveries Failed

# Deliveries Failed/ # Deliveries Attempted

Dimensions: Region ID Units: % Capture Period: 1 month Value: Used to measure delivery performance. Comments: None

CH-F-11

% Deliveries on Requested Time

# Deliveries on requested time/ # Deliveries Attempted Dimensions: Region ID Units: % Capture Period: 1 month Value: Used to measure delivery performance. Comments: None

CH-F-12

% Deliveries on Committed Time

# Deliveries on committed time/ # Deliveries Attempted Dimensions: Region ID Units: % Capture Period: 1 month Value: Used to measure delivery performance. Comments: None

CH-F-13

% Deliveries Dead on Arrival

# Deliveries Dead on Arrival/ # Deliveries Successful Dimensions: Region ID, Product ID, Service Plan ID Units: % Capture Period: 1 month Value: Used to measure delivery performance. Comments: None


Page53 of 157


6.3.7. MobileNumberPortability CH-F-14

% Porting Failures Incoming

# Porting Failures Incoming/ # Porting Requests Incoming Dimensions: Old Service Provider ID, Method Type {NPR, PAC}, Cause Units: % Capture Period: 1 month Value: Used to measure MNP process performance 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: % Capture Period: 1 month Value: Used to measure performance of MNP process Comments: None

6.3.8. On-SiteInstallationPerformance CH-F-16

% Installations Failed

# Installations Failed/ # Installations Attempted Dimensions: Region ID, Product ID, Service Plan ID, FSR ID Units: % Capture Period: 1 month Value: Used to measure Installation performance. Comments: None

CH-F-17

% Installations on Requested Time

# Installations on requested time/ # Installations Attempted Dimensions: Region ID, FSR ID Units: % Capture Period: 1 month Value: Used to measure Installation performance. Comments: None

CH-F-18

% Installations on Committed Time

# Installations on committed time/ # Installations Attempted Dimensions: Region ID, FSR ID Units: % Capture Period: 1 month Value: Used to measure Installation performance. Comments: None

6.3.9. AccountActivationPerformance CH-F-19

# Seconds per Credit Check © TM Forum 2015. All Rights Reserved.

Page54 of 157


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 Capture Period: 1 month Value: Used to measure efficiency of Credit Check process Comments: None

CH-F-20

% Credit Check Operations Failed

# Credits Check Operations Failed / # Credit Checks Attempted Dimensions: Region ID, Channel Type, Channel ID Units: % Capture Period: 1 month Value: Used to measure performance of Credit Check process Comments: None

CH-F-21 CH-F-22 CH-F-23

Deleted. (Replaced with CH-C-33) Deleted. (Replaced with CH-C-34) Deleted. (Replaced with CH-C-35)

CH-F-24

% Account Activations Failed

# Account Activations Failed/ Account Activations Requested Dimensions: Region ID, Channel Type, Channel ID Units: % Capture Period: 1 month Value: Used to measure efficiency of Account Activation process Comments: None

CH-F-25

# Seconds per Account Activation, from Request to Activation

– Time of Request)/# Account Activations Successful Sum (Time of Account Activation Dimensions: Region ID, Channel Type, Channel ID Units: Seconds Capture Period: 1 month Value: Used to measure efficiency of Account Activation process Comments: None

6.3.10. Service Activation Performance CH-F-26 CH-F-27 CH-F-28

Deleted. (Replaced with CH-C-37) Deleted. (Replaced with CH-C-38) Deleted. (Replaced with CH-C-39)

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: % © TM Forum 2015. All Rights Reserved.

Page55 of 157


Capture Period: 1 month Value: Used to measure efficiency of Service Activation process Comments: None

CH-F-30

Deleted. (Duplicate of CH-C-40)


Page56 of 157


7. Consume (Use, Review Use, Evaluatealue) V 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.

WirelessPer-CustomerMetrics

7.1.1. Voice Service CO-C-1

# Mobile Originated Call Attempts

# Channel Required messages received for voice call srcination Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Number Capture Period: 15 minutes Value: Used to measure Voice Service performance Comments:1. Capture periodshould be a maximumvalue. Shortercapture periodsare preferred 2. Called Party Numbercan be usedto estimatethe type and importanceof 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 srcination Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, LTE….} Technology Type {GSM, 3G, TD-LTE, FDUnits: Number Capture Period: 15 minutes Value: Used to measure Voice Service performance Comments: None

CO-C-3

% Call Setup Success Perceived

# Mobile Originated Call Alerting/# Mobile Originated Call Attempts Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: % Capture Period: 15 minutes Value: Used to measure Voice Service performance 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 © TM Forum 2015. All Rights Reserved.

Page57 of 157


Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Seconds Capture Period: 15 minutes Value: Used to measure Voice Service performance Comments: None

CO-C-5

# Calls Answered

# Connect messages transmitted or received for voice call srcination Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, LTE….} Technology Type {GSM, 3G, TD-LTE, FDUnits: Number Capture Period: 15 minutes Value: Used to measure Voice Service performance Comments: None

CO-C-6

# Calls Dropped

# Clear Request messages received after call connection Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Number Capture Period: 15 minutes Value: Used to measure Voice Service performance Comments: None

CO-C-7

% Calls Dropped Perceived

# Calls Dropped/# Calls Answered Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: % Capture Period: 15 minutes Value: Used to measure Voice Service performance 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: % Capture Period: 15 minutes Value: Used to measure Voice Service performance 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


Page58 of 157


Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: % Capture Period: 15 minutes Value: Used to measure Accessibility part of Web Browsing experience Comments: None

CO-C-10 # Seconds per Web Page Response – Time of associated TCP-SYN SUM [Time of Initial HTTP Reply 200 OK message message]/# Initial HTTP Reply 200 OK messages

Dimensions: Customer Device ID, Location, Technology Type {GSM,ID, 3G, TD-LTE, FDLTE….} Originating Cell ID, Target IP address, Units: Milliseconds Capture Period: 15 minutes 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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, ….} Technology Type {GSM, 3G, TD-LTE, FD-LTE Units: % Capture Period: 15 minutes 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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: % Capture Period: 15 minutes 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 – Time of associated TCP-SYN message]/# SUM [Time of Final HTTP Reply Data N message Final HTTP Reply Data N messages Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, LTE….} Technology Type {GSM, 3G, TD-LTE, FDUnits: Milliseconds Capture Period: 15 minutes Value: Used to measure Web Browsing experience Comments:“associated” means occurring in the same transaction sequence (thread)

CO-C-12a # Seconds Web Page Browsing Delay, from Initial Response to Completion © TM Forum 2015. All Rights Reserved.

Page59 of 157


SUM [Time of Final HTTP Reply Data N message – Time of associated initial HTTP Reply 200 OK message]/# Final HTTP Reply Data N messages Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Milliseconds Capture Period: 15 minutes Value: Used to measure Web Browsing experience Comments: “associated” means occurring in the same transaction sequence (thread)

CO-C-13 # Seconds Home Page Browsing Delay – Time SUM [Time of Final HTTP Reply DataHTTP N message (Home Page) of associated TCPSYN message (Home Page]/# Initial Get messages (Home Page) Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Seconds Capture Period: 15 minutes Value: Used to measureWeb Browsing experience.Customers are particularly sensitive to the time it takes to download the initial home page of a Web Site. Comments: “associated” means occurringin 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] Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, LTE….} Technology Type {GSM, 3G, TD-LTE, FDUnits: Kb/s Capture Period: 15 minutes Value: Used to measure Web Browsing experience Comments:“associated” means occurring in the same transaction sequence (thread)

7.1.3. Data Service(MediaStreaming) CO-C-15 % TCP Connect Success # TCP_Ack messages/# TCP_Syn messages Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: % Capture Period: 15 minutes Value: Used to measure media streaming experience Comments: None

CO-C-16 % Get Response Success # Initial HTTP Reply Data messages/ # Initial HTTP Get messages Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, LTE….}, Media Type {720P Video, 1080P Video…} Technology Type {GSM, 3G, TD-LTE, FDUnits: % Capture Period: 15 minutes Value: Used to measure media streaming experience © TM Forum 2015. All Rights Reserved.

Page60 of 157


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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….}, Media Type {720P Video, 1080P Video…} Units: % Capture Period: 15 minutes Value: Used to measure media streaming experience “associated” Comments: . Media Type may not be known means occurring in the same transaction sequence (thread)

CO-C-18 % Streaming Response Success [% TCP Connect Success]*[% GET Response Success]*[% Initial Buffer Success] Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, LTE….}, Media Type {720P Video, 1080P Video…} Technology Type {GSM, 3G, TD-LTE, FDUnits: % Capture Period: 15 minutes Value: Used to measure media streaming experience Comments: Media Type may not be known

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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….}, Media Type {720P Video, 1080P Video…} Units: Seconds Capture Period: 15 minutes Value: Used to measure media streaming experience Comments:“associated” means occurring in the same transaction sequence (thread). Media Type may not be known

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] Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….}, Media Type {720P Video, 1080P Video…} Units: Stalls/Hour Capture Period: 15 minutes Value: Used to measure media streaming experience 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 Type may not be known

CO-C-20a # StreamingStalls per Streaming Session

#TCP media (buffer empty) messages/ # TCP Media Data (Initial Buffer Fully Occupied) messages


Page61 of 157


Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….}, Media Type {720P Video, 1080P Video…} Units: Stalls/Session Capture Period: 15 minutes Value: Used to measure media streaming experience 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] Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….}, Media Type {720P Video, 1080P Video…} Units: % Capture Period: 15 minutes Value: Used to measure media streaming experience 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 StreamingStall SUM [Time of TCP media (buffer fully occupied) message - Time of preceding TCP media (buffer empty) message]/ #TCP media (buffer empty) messages Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, LTE….}, Media Type {720P Video, 1080P Video…} Technology Type {GSM, 3G, TD-LTE, FDUnits: Seconds Capture Period: 15 minutes Value: Used to measure media streaming experience 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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, LTE….}, Media Type {720P Video, 1080P Video…} Technology Type {GSM, 3G, TD-LTE, FDUnits: % Capture Period: 15 minutes Value: Used to measure media streaming experience 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 StreamingDownload Throughput SUM [HTTP Reply Data N message content]/SUM [Time of HTTP Data.last message – Time of Associated TCP_SYN message] Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, LTE….}, Media Type {720P Video, 1080P Video…} Technology Type {GSM, 3G, TD-LTE, FDUnits: Kb/s © TM Forum 2015. All Rights Reserved.

Page62 of 157


Capture Period: 15 minutes Value: Used to measure media streaming experience Comments: “associated” means occurring in the same transaction sequence (thread) . Media Type may not be known

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: % Capture Period: 15 minutes 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] Dimensions: Customer ID, Device ID, Location, Originating Cell ID, WAP Page ID Units: Seconds Capture Period: 15 minutes Value: Used to measure WAP experience 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] Dimensions: Customer ID, Device ID, Location, Originating Cell ID, WAP Page ID Units: % Capture Period: 15 minutes Value: Used to measure WAP experience Comments: None

CO-C-26 # Seconds WAP Page Browsing Delay – Time of initial WAP (WSP/HTTP) SUM [Time of final WAP (WSP/HTTP) DATA n message GET message]/# Final WAP (WSP/HTTP) DATA n messages Dimensions: Customer ID, Device ID, Location, Originating Cell ID, WAP Page ID Units: Seconds Capture Period: 15 minutes Value: Used to measure WAP experience 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] © TM Forum 2015. All Rights Reserved.

Page63 of 157


Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address Units: Kb/s Capture Period: 15 minutes Value: Used to measure WAP experience Comments: None.

7.1.5. MessagingService(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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, LTE….} Technology Type {GSM, 3G, TD-LTE, FDUnits: % Capture Period: 15 minutes Value: Used to measure MMS experience Comments:“associated” means occurring in the same transaction sequence (thread)

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 – Time of MMS WSP Connect Delay (MO) =SUM [Time of WAP (WSP/TCP) ACK message 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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, LTE….} Technology Type {GSM, 3G, TD-LTE, FDUnits: Seconds Capture Period: 15 minutes Value: Used to measure MMS experience © TM Forum 2015. All Rights Reserved.

Page64 of 157


Comments:“associated” means occurring in the same transaction sequence (thread)

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 Download Requests (WAP1.X)]) 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, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: % Capture Period: 15 minutes Value: Used to measure MMS experience Comments:“associated” means occurring in the same transaction sequence (thread)

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 Download Requests (WAP1.X)]) R4 = [MMS Download Requests (WAP1.X)]/ ([MMS Download Requests (WAP2.0)] + [MMS Download Requests (WAP1.X)]) – Time of TCP_SYN MMS TCP Connect Delay (MT) = SUM [Time of TCP_ACK message 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 – Time of MMS WSP Connect Delay (MT) =SUM [Time of WAP (WSP/TCP) ACK message 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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Calling Party Number, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Seconds Capture Period: 15 minutes Value: Used to measure MMS experience Comments: “associated” means occurring in the same transaction sequence (thread)

CO-C-32 # Kb/s MMS Send Throughput

(R1*[ MMS_WAP20_SEND_DATA_SIZE]+R2*[ MMS_WAP1X_SEND_DATA_SIZE])/# Seconds per MMS Send © TM Forum 2015. All Rights Reserved.

Page65 of 157


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 Capture Period: 15 minutes Value: Used to measure MMS experience 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 Capture Period: 15 minutes Value: Used to measure MMS experience Comments: None

7.1.6. MessagingService(SMS) CO-C-34 # SMS Origination Attempts # Channel Required messages received for SMS send Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Number Capture Period: 15 minutes Value: Used to measure SMS performance © TM Forum 2015. All Rights Reserved.

Page66 of 157


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, FDLTE….}, Units: Number Capture Period: 15 minutes Value: Used to measure SMS performance Comments: None

CO-C-36 % SMS Origination Success # SMS Origination Success/ # SMS Origination Attempts Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: % Capture Period: 15 minutes Value: Used to measure SMS performance Comments: None

CO-C-37 # Seconds SMS Origination SUM (Time of final CP-ACK received – Time of Channel Required Received)/# SMS Origination Success Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Seconds Capture Period: 15 minutes Value: Used to measure SMS performance 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 LTE….} Technology Type {GSM, 3G, TD-LTE, FDUnits: Number Capture Period: 15 minutes Value: Used to measure SMS performance Comments: None

CO-C-39 # SMS Termination Success # CP_ACK messages received at the MSC following forwarding the SMS to the MS Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Calling Party Number, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Number Capture Period: 15 minutes Value: Used to measure SMS performance Comments: None


Page67 of 157


CO-C-40 % SMS Termination Success # SMS Termination Success/ # SMS Termination Attempts Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Calling Party Number, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: % Capture Period: 15 minutes Value: Used to measure SMS performance Comments: None

CO-C-41 # Seconds SMS Termination – Time of CM Service Request Received)/# SMS Sum(Time of final CP-ACK received Termination Success Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Calling Party Number, LTE….} Technology Type {GSM, 3G, TD-LTE, FDUnits: Seconds Capture Period: 15 minutes Value: Used to measure SMS performance Comments: Messages specific to the SMS termination procedure are counted

7.1.7. MessagingService(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: # Attempts = # Associated TCP SYN messages, # Success = # Authentication Successful messages Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Email Server IP Address, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: % Capture Period: 15 minutes Value: Used to measure Email performance Comments: 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 Authentication Successful message – Time of Associated TCP-SYN message # Login Success = # Associated Authentication Successful messages Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Email Server IP Address, LTE….} Technology Type {GSM, 3G, TD-LTE, FDUnits: Seconds Capture Period: 15 minutes Value: Used to measure Email performance


Page68 of 157


Comments: 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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Email Server IP Address, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: % Capture Period: 15 minutes Value: Used to measure Email performance 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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Email Server IP Address, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Seconds Capture Period: 15 minutes Value: Used to measure Email performance 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, FDLTE….}, Units: Kb/s Capture Period: 15 minutes Value: Used to measure Email performance Comments:“associated” means occurring in the same transaction sequence (thread)

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 © TM Forum 2015. All Rights Reserved.

Page69 of 157


# IMAP Download Requests = # UID Fetch messages Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Email Server IP Address Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: % Capture Period: 15 minutes Value: Used to measure Email performance Comments: None

CO-C-46a # Seconds Email Download Delay [SUM[Time of POP3 Download Success-Time of POP3 Download Request]+SUM[Time of IMAP of IMAP Download Request]]/[# POP3 Download Success + # IMAP Download Download Success-Time 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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Email Server IP Address LTE….} Technology Type {GSM, 3G, TD-LTE, FDUnits: Seconds Capture Period: 15 minutes Value: Used to measure Email performance 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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Email Server IP Address Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Kb/s Capture Period: 15 minutes Value: Used to measure Email performance Comments: “associated” means occurring in the same transaction sequence (thread) .

7.1.8. Post-RoamingExperience CO-C-48 # Seconds Returning Roamer Registration Time of Registration– Time of First Signal Where:


Page70 of 157


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 Capture Period: 1 month 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 Capture Period: 1 month 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 Capture Period: 1 month 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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, LTE….} Technology Type {GSM, 3G, TD-LTE, FDUnits: % Capture Period: 15 minutes 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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Seconds Capture Period: 15 minutes Value: Used to measure File Access experience © TM Forum 2015. All Rights Reserved.

Page71 of 157


Comments: None

CO-C-53 % File Access Transfer Success # Final HTTP Data N messages/# Initial HTTP 200 OK messages Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: % Capture Period: 15 minutes Value: Used to measure File Access experience 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 Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Seconds Capture Period: 15 minutes Value: Used to measure File Access experience 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] Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Target IP address, Technology Type {GSM, 3G, TD-LTE, FDLTE….} Units: Kb/s Capture Period: 15 minutes Value: Used to measure File Access experience Comments: “associated” means occurring in the same transaction sequence (thread)

7.2.

WirelessPer-EnterpriseCustomerMetrics

7.2.1. NetworkServiceExperience CO-E-1

Network Outdoor Coverage Subjective Score (Enterprise)

Enterprise CustomerResponse to Our “ network provides excellent outdoor quality and stability ” Dimensions: Enterprise Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 month Value: Used to measure the customer’s perception of the network coverage Comments: None

CO-E-2 Network Outdoor Coverage Comparative Subjective Score (Enterprise)


Page72 of 157


Enterprise CustomerResponse to “How does our network’s outdoor quality and stability compare with competitor x” Dimensions: Enterprise Customer ID, Competitor ID Units: 6 (Far better)– 1 (Far worse) Capture Period: 1 month Value: Competitive benchmarking. Used to measure the customer’s perception of the network coverage compared with competitors. Comments: None

CO-E-3

Network Indoor Coverage Subjective Score (Enterprise)

Enterprise CustomerResponse to “Our network provides excellent indoor quality and stability” Dimensions: Enterprise Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 month Value: Used to measure the customer’s perception of the network coverage Comments: None

CO-E-4 Network Indoor Coverage Comparative Subjective Score (Enterprise) Enterprise CustomerResponse to “How does our network’s indoor quality and stability compare with competitor x” Dimensions: Enterprise Customer ID, Competitor ID Units: 6 (Far better)– 1 (Far worse) Capture Period: 1 month Value: Competitive benchmarking. Used to measure the customer’s perception of the network 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} Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the user experience of the Network Service Comments: The First Month flag enables the Enterprise Customer’s 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} Units: 6 (Far better)– 1 (Far worse) Capture Period: 1 month Value: Competitive benchmarking. Used to measure the customer’s perception of the network service compared with competitors. © TM Forum 2015. All Rights Reserved.

Page73 of 157


Comments: None

7.2.2. ProductExperience CO-E-7

Product Subjective Score (Enterprise)

Enterprise Customer Response to “How satisfiedreayou with attribute x of this product ”

Dimensions: Survey ID, Enterprise Customer ID, Product ID, Attribute {Overall Quality, Value for Money}, First Month {Y/N} Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the user experience of a specific product. Comments: The First Month flag enables the Enterprise Customer’s initial feelings about the product to be tracked.

CO-E-8

Product Comparative Subjective Score (Enterprise)

Enterprise CustomerResponse to “Howdoes 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} Units: 6 (Far better)– 1 (Far worse) Capture Period: 1 month Value: Competitive Benchmark. Used to measure the customer’s perception of the product compared with competitors products. Comments: None

7.2.3. SecurityExperience CO-E-9

Security Software Subjective Score (Enterprise)

Enterprise Customer Response to “How satisfiedreayou with attribute x of the security software provided”

Dimensions: Enterprise Customer ID, Attribute {Effectiveness, Ease of Use} Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 1 month 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”

Dimensions: Enterprise Customer ID Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the user experience of the security solution Comments: None

7.2.4. RoamingExperience

CO-E-11 Roaming Performance Subjective Score (Enterprise) Enterprise CustomerResponse to “How satisfied are you with the quality of the service provided when roaming (in country x, network y)?” © TM Forum 2015. All Rights Reserved.

Page74 of 157


Dimensions: Enterprise Customer ID, Roaming Country ID, Roaming Network ID Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the customer’s perception of the roaming service Comments: None

CO-E-12 Roaming Performance Comparative Subjective Score (Enterprise) “How does the quality of our roaming service compare with Enterprise Customer Response to competitor x?” Dimensions: Enterprise Customer ID, Competitor ID

Units: 6 (Far better)– 1 (Far worse) Capture Period: 1 month Used to measure the customer’s perception of the roaming Value: Competitive Benchmark. service compared with competitors. Comments: None

7.3.

WirelessFunctionalMetrics

7.3.1. NetworkNPS CO-F-1a

Network NPS

Sample Customer SurveyResponse to How “ likely are you to recommend us to your family and friends based upon yourexperience of using our network?” Dimensions: Survey ID, Customer ID Units: 10 (Very Likely) - 0 (Not at all Likely) Capture Period: 1 month Value: Used tomeasure the customer’s pe rception 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. NetworkCoverageExperience CO-F-1

Network Outdoor Coverage Subjective Score

Sample Customer SurveyResponse to Our “ network provides a good signal at outdoor locations where you wish to use your device ” Dimensions: Survey ID, Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 month Value: Used to measure thecustomer’s perception of the network coverage Comments: None

CO-F-2

Network Indoor Coverage Subjective Score

Sample Customer SurveyResponse to “Our network provides a good signal at indoor locations where you wish to use your device ” Dimensions: Survey ID, Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) © TM Forum 2015. All Rights Reserved.

Page75 of 157


Capture Period: 1 month Value: Used to measure the customer’s perception of the network coverage Comments: None

7.3.3. RoamingExperience 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 Capture Period: 1 month 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 SurveyResponse 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 Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the customer’s perception of the roaming service Comments: None

7.3.4. ServiceExperience CO-F-5

Network Service Subjective Score

Sample Customer SurveyResponse 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} Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the user experience of the Network Service Comments: The First Month flag allows the customer’s initial feelings about the network service to be tracked.

CO-F-5a

Voice Service Subjective Score

Sample Customer SurveyResponse to I“ am able to make and receive calls wherever I am without being cut-off”” Dimensions: Survey ID, Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 month Value: Used to measure the customer’s pe rception of the voice service Comments: None © TM Forum 2015. All Rights Reserved.

Page76 of 157


CO-F-5b

Data Service Subjective Score

Sample Customer SurveyResponse to I“ get good and consistent data speeds when using the internet on my phone” Dimensions: Survey ID, Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 month Value: Used to measure the customer’s pe rception of the data service Comments: None

7.3.5. ProductExperience CO-F-6

Product Subjective Score

Sample Customer SurveyResponse 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} Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the user experience of a specific product Comments:The First Month flag allows the customer’s initial feelings about the product to be tracked.

7.3.6. Availabilityof Service CO-F-7

# Service Interruptions

# Service Interruptions Dimensions: Service Type, Network Element ID, Start Time Units: Number Capture Period: 1 month 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: % Capture Period: 1 month 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: % Capture Period: 1 month Value: Used to measure absolute service and network availability (Scheduled Outages are NOT exempt) © TM Forum 2015. All Rights Reserved.

Page77 of 157


Comments: None

7.3.7. Voice ServiceConsistency CO-F-10 # Seconds Call Origination Standard Deviation Standard Deviation of# Seconds Cal l Origination, from CM Service Re quest to Alerting Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Seconds Capture Period: 1 month Value: Used to measure the consistency of call setup times Comments: None

7.3.8. Data ServiceConsistency (Web) CO-F-11 # Seconds per Page Response Standard Deviation Standard Deviation of# Seconds p er Web Page R esponse Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Seconds Capture Period: 1 month 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 Brow sing Delay Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Seconds Capture Period: 1 month 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# Se cond s Hom e Pa ge Brows ing Delay Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Seconds Capture Period: 1 month 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 ofWeb Page Download Through put Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Kb/s Capture Period: 1 month Value: Used to measure the consistency of web page download throughput Comments: None © TM Forum 2015. All Rights Reserved.

Page78 of 157


7.3.9. Data ServiceConsistency (Streaming) CO-F-15 # Seconds Streaming Response Standard Deviation Standard Deviation of# Se cond s Strea ming Response Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FD- , Media Type {720P Video, 1080P Video…} Units: Seconds Capture Period: 1 month Value: Used to measure the consistency of media streaming performance Comments: Media Type may not be known

CO-F-16 Streaming Stall Frequency Standard Deviation Standard Deviation ofStreaming Stall Frequency Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FD- , Media Type {720P Video, 1080P Video…} Units: Stalls/Hour Capture Period: 1 month Value: Used to measure the consistency of media streaming performance Comments: Media Type may not be known

CO-F-16a # Kb/s StreamingDownload ThroughputStandard Deviation Standard Deviation of # Kb/s Streaming Download Throughput Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FD- , Media Type {720P Video, 1080P Video…} Units: Kb/s Capture Period: 1 month Value: Used to measure the consistency of media streaming experience Comments: Media Type may not be known

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 Capture Period: 1 month 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 Brow sing Delay Dimensions: Device Type, Region ID Units: Seconds Capture Period: 1 month Value: Used to measure the consistency of WAP performance Comments: None

CO-F-19 # Kb/s WAP Page Download Throughput Standard Deviation © TM Forum 2015. All Rights Reserved.

Page79 of 157


Standard Deviation ofWAP Page Download Throughp ut Dimensions: Device Type, Region ID Units: Kb/s Capture Period: 1 month Value: Used to measure the consistency of WAP performance Comments: None

7.3.11. Messaging Service Consistency (MMS) CO-F-20 # Seconds MMS Send Standard Deviation Standard Deviation of# Secon ds per MMS Send Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Seconds Capture Period: 1 month Value: Used to measure the consistency of MMS performance Comments: None

CO-F-21 # Seconds MMS Download Standard Deviation Standard Deviation of# Se cond s per MMS Download Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Seconds Capture Period: 1 month Value: Used to measure the consistency of MMS performance Comments: None

CO-F-22 # Kb/s MMS Send Throughput Standard Deviation Standard Deviation of MMS Send Throughput Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Kb/s Capture Period: 1 month Value: Used to measure the consistency of MMS performance Comments: None

CO-F-23 # Kb/s MMS Download Throughput Standard Deviation Standard Deviation ofMMS D ownload Throughp ut Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Kb/s Capture Period: 1 month Value: Used to measure the consistency of MMS performance Comments: None

7.3.12. Messaging Service Consistency (SMS) CO-F-24 # Seconds SMS Origination Standard Deviation

Standard Deviation of# Seconds SMS Originati on Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Seconds © TM Forum 2015. All Rights Reserved.

Page80 of 157


Capture Period: 1 month 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 Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Seconds Capture Period: 1 month 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# Se cond s Email Login Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Seconds Capture Period: 1 month Value: Used to measure the consistency of Email performance Comments: None

CO-F-27 # Kb/s Email Send Throughput Standard Deviation Standard Deviation ofEmail Se nd Through put Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Kb/s Capture Period: 1 month Value: Used to measure the consistency of Email performance Comments: None

CO-F-28 # Kb/s Email Download Throughput Standard Deviation Standard Deviation ofEmail D own load T hrough put Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE,LTE….} FDUnits: Kb/s Capture Period: 1 month Value: Used to measure the consistency of Email performance 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 Capture Period: 1 month Value: Used to measure the consistency of return roaming performance Comments: None © TM Forum 2015. All Rights Reserved.

Page81 of 157


7.4.

Fixed-LinePer-CustomerMetrics

7.4.1. Fixed-LineVoice 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: % Capture Period: 15 minutes Value: Used to measure fixed-line voice service performance Comments: None

CO-C-101 % Calls Dropped Perceived # Calls Dropped/# Calls Answered Dimensions: Customer ID, Device ID, Location, Calling Party Number, Called Party Number Units: % Capture Period: 15 minutes 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 Dimensions: Customer ID, Device ID, Location, Calling Party Number, Called Party Number Units: Seconds Capture Period: 15 minutes Value: Used to measure Voice Service performance Comments: None

7.4.2. ConferenceCall 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 Capture Period: 1 month 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-LineData Service CO-C-104 % Bandwidth Utilisation Bandwidth Used/Bandwidth Available © TM Forum 2015. All Rights Reserved.

Page82 of 157


Dimensions: Customer ID, Device ID, Location, Link ID, Technology Type{VPN, IP…} Units: % Capture Period: 15 minutes Value: Used to measure Data Service usage Comments: None

7.4.4. ServiceAvailability CO-C-105 # Service Interruptions # Service Interruptions Dimensions: Customer ID, Service Type, Start Time Units: Number Capture Period: 1 month 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 Capture Period: 1 month Value: Used to measure service unavailability Comments: None

CO-C-107 # Minutes Between Service Interruptions - Minimum – Time of Service Interruption(x-1) End) Min(Time of Service Interruption(x) Start Where x is an instance of service interruption Dimensions: Service Type, Customer ID, Device ID, Location, Start Time Units: Minutes Capture Period: 1 month 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: % Capture Period: 1 month 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: % © TM Forum 2015. All Rights Reserved.

Page83 of 157


Capture Period: 1 month Value: Used to measure absolute service and network availability (Scheduled Outages are NOT exempt) Comments: None

7.5.

Fixed-LinePer-EnterpriseMetrics

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 Capture Period: 15 minutes 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 Capture Period: 15 minutes Value: Used to measure SDH performance Comments: For use with leased lines.

7.5.2. VPN/IPPerformance CO-E-102 % Packets Lost # Packets Lost/# Packets Sent Dimensions: Customer ID, Device ID, Location, Technology Type{VPN, IP…} Units: % Capture Period: 15 minutes Value: Used to measure VPN performance Comments: For use with leased lines.

CO-E-103 # ms Transfer Delay - Maximum Max(Time Packet Received– Time Packet Sent) Type{VPN, IP…} Dimensions: Customer ID, Device ID, Location, Technology Units: ms Capture Period: 15 minutes Value: Used to measure VPN performance Comments: For use with leased lines.

CO-E-104 # ms Transfer Delay - Mean Sum(Time Packet Received– Time Packet Sent)/# Packets Received © TM Forum 2015. All Rights Reserved.

Page84 of 157


Dimensions: Customer ID, Device ID, Location, Technology Type{VPN, IP…} Units: ms Capture Period: 15 minutes Value: Used to measure VPN performance Comments: For use with leased lines.

7.6.

Fixed-LineFunctionalMetrics None


Page85 of 157


8. Manage (Manage Profile/ Service, Receive Help , Receive Resolution) 8.1.

Per-CustomerMetrics

8.1.1. ManageServicePerformance 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 Capture Period: 1 month Value: Used to measure the performance across channels for the Manage Profile/Service activity Comments:This is from the customer’s perspective.

M-C-2

# Manage Profile Service Success

# Successful 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 Capture Period: 1 month Value: Used to measure the performance across channels for the Manage Profile/Service activity Comments:This is from the customer’s perspective.

M-C-2a

# Seconds Manage Profile Service

# Seconds required to manage profile or service. Measured from start of attempt to successful completion Dimensions: Customer ID, Channel Type, Activity Type {Check Balance, Change Service/Package, Update Info…} Units: Seconds Capture Period: 1 month Value: Used to measure the performance across channels for the Manage Profile/Service Comments: This is from the customer’s perspective.

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 Capture Period: 1 month Value: Used to measure the performance of customer data querying by customer support staff. © TM Forum 2015. All Rights Reserved.

Page86 of 157


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 Dimensions: Customer ID, Channel ID, Customer Data Type {Personal Details, XDRs, PUK, Payment Status…} Units: Number Capture Period: 1 month Value: Used to measure the performance of customer data querying by customer support staff. Comments: Internal measure which will directly impact customer experience.

M-C-2d

# Seconds Query Customer Data

# Seconds required to query customer data. Measured from start of query to successful return of data. Dimensions: Customer ID, Channel ID, Customer Data Type {Personal Details, XDRs, PUK, Payment Status…} Units: Seconds Capture Period: 1 month Value: Used to measure the performance of customer data querying by customer support staff. Comments: Internal measure which will directly impact customer experience.

8.1.2. On-SiteMaintenanceExperience 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} Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the customer experience of the Field Service Representative Comments: None

8.1.3. IncidentResolutionPerformance 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 Capture Period: 1 month 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 © TM Forum 2015. All Rights Reserved.

Page87 of 157


Capture Period: 1 month 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

Propensityto Call (PTC)

#Contacts Successful/#Customers Dimensions: CustomerID, ChannelType, IncidentType {Bill query, Service problem…} , First Month {Y/N} Units: Contacts per customers per year Capture Period: 1 month Value: Used to measure the performance of support channels 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 Capture Period: 1 month Value: Used to measure the performance of support channels Comments: None

M-C-5

# First Contact Resolutions

# Contacts regarding a new incident or query resolved during the contact Dimensions: Customer ID, Channel Type, CSR ID, Incident Type {Bill query, Service problem…}, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of support channels 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 Dimensions: Customer ID, Channel Type, CSR ID, Incident Type {Bill query, Service problem…}, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of support channels Comments: None

M-C-5b

# Contact Transfers

# Contacts which need to be transferred to another agent to progress Dimensions: Customer ID, Channel Type, CSR ID, Incident Type {Bill query, Service problem…}, First Month {Y/N} Units: Number Capture Period: 1 month © TM Forum 2015. All Rights Reserved.

Page88 of 157


Value: Used to measure the performance of support channels Comments: None

M-C-5c

# Contacts AbandonedService Phase

# Abandoned attempts after contacting a Customer Service Representative Dimensions: Channel Type, Customer ID, CSR ID, Incident Type {Bill query, Service problem…}, First Month {Y/N} Units: Number Capture Period: 1 month 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 Service problem…}, First Month Dimensions: Customer ID, Incident Type {Bill query, Top-Up, {Y/N} Units: Number Capture Period: 1 month 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 AbandonedIVR Phase

# Abandoned contact attempts during the IVR phase Dimensions: Customer ID, First Month {Y/N} Units: Number Capture Period: 1 month 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 Capture Period: 1 month 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 Capture Period: 1 month © TM Forum 2015. All Rights Reserved.

Page89 of 157


Value: Used to measure the performance of Incident resolution Comments: None

M-C-6b

# Incidents Closed

# Incidents Closed …}, Dimensions: Customer ID, Incident Type {Bill query, Service problem, Security, Privacy First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

M-C-6c

# Incidents Due Closure

# Incidents due to be closed during the capture period to meet cycle time Dimensions: Customer ID, Incident Type {Bill query, Service problem, Security, Privacy …}, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

M-C-7

# Incidents Resolved within 24 hours

# Incidents resolved and closed within 24 hours Dimensions: Customer ID, Incident Type {Bill query, Service problem, Security, Privacy …}, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Incident resolution 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 …}, Dimensions: Customer ID, Incident Type {Bill query, Service problem, Security, Privacy First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

M-C-9

# Incidents Resolved outside cycle time

# Incidents resolved and closed outside cycle time Dimensions: Customer ID, Incident Type {Bill query, Service problem, Security, Privacy …}, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None © TM Forum 2015. All Rights Reserved.

Page90 of 157


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, Security, Privacy…}, First Month {Y/N} Units: Minutes Capture Period: 1 month Value: Used to measure the performance of Incident resolution 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, Security, Privacy…}, First Month {Y/N} Units: Minutes Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

M-C-10

# Unresolved incidents – Working backlog

# Incidents unresolved but still within cycle time Dimensions: Customer ID, Incident Type {Bill query, Service problem, Security, Privacy …}, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

M-C-11

# Unresolved Incidents – Smelly Fish

# Incidents unresolved and outside cycle time …}, Dimensions: Customer ID, Incident Type {Bill query, Service problem, Security, Privacy First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

M-C-11a # Incidents Closed - Unresolved # Incidents closed without resolution (including no fault found) Dimensions: Customer ID, Incident Type {Bill query, Service problem, Security, Privacy …}, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None


Page91 of 157


M-C-11b # Incidents Closed – No Fault Found # Incidents closed without finding any fault Dimensions: Customer ID, Incident Type {Bill query, Service problem, Security, Privacy …}, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Incident resolution 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 Capture Period: 1 month 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. ComplaintHandlingPerformance 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 Capture Period: 1 month Value: Used to measure thelevel of customer satisfaction with the SP’s 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 Capture Period: 1 month Value: Used to measure the performance of Complaint resolution Comments: None

M-C-15

# Complaints Resolved Outside Cycle Time

# Complaints resolved outside cycle time Dimensions: Customer ID, Complaint ID, Complaint Type {Product, Policy, People, Network, aming…}, First Month {Y/N} Security, Privacy, Billing, Marketing Program, Ro Units: Number Capture Period: 1 month Value: Used to measure the performance of Complaint resolution © TM Forum 2015. All Rights Reserved.

Page92 of 157


Comments: None

M-C-16

# Unresolved Complaints – Working backlog

# Complaints unresolved but still 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 Capture Period: 1 month Value: Used to measure the performance of Complaint resolution Comments: None

M-C-17

# Unresolved Complaints – Smelly Fish

# Complaints unresolved and outside 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 Capture Period: 1 month Value: Used to measure the performance of Complaint resolution Comments: None

M-C-18

# Hours per Complaint Response

SUM [Time of Complaint Response – Time of Complaint Received]/ # Complaint Responses Dimensions: Customer ID, Complaint ID, Complaint Type {Product, Policy, People, Network, Security, Privacy,Billing, Marketing Program, Roaming…} , First Month {Y/N} Units: Hours Capture Period: 1 month Value: Used to measure the performance of Complaint resolution Comments: None

M-C-19

# Hours per Complaint Resolution

– Time of Complaint Received]/ # Complaints Resolved SUM [Time of Complaint Resolution Dimensions: Customer ID, Complaint ID, Complaint Type {Product, Policy, People, Network, Security, Privacy,Billing, Marketing Program, Roaming…} , First Month {Y/N} Units: Hours Capture Period: 1 month Value: Used to measure the performance of Complaint resolution 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$ Capture Period: 1 month Value: Used to measure the level of compensation provided


Page93 of 157


8.1.5. ProactiveComplaintPrevention M-C-20

# Stop Usage Events

# Stop Usage Events triggered to prevent Bill Shock Dimensions: Customer ID, Trigger Threshold Units: Number Capture Period: 1 month 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 Dimensions: Customer ID, Trigger Threshold Units: Number Capture Period: 1 month Value: Used to measure performance of bill shock prevention process 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 Dimensions: Customer ID, Trigger Threshold Units: % Capture Period: 1 month 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 Capture Period: 1 month Value: Used to measure performance of bill shock prevention process 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 Capture Period: 1 month Value: Used to measure the level of customer satisfaction with the SP’s products and services. Comments: None


Page94 of 157


8.1.7. OnlinePortal M-C-25

# Online Portal Registration Attempts

# Attempts to register on DSP online portal Dimensions: Customer ID, Browser ID Units: Number Capture Period: 1 month 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 Dimensions: Customer ID, Browser ID Units: Number Capture Period: 1 month 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 Dimensions: Customer ID, Browser ID Units: Number Capture Period: 1 month 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 Dimensions: Customer ID, Browser ID Units: Number Capture Period: 1 month 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 Dimensions: Customer ID, Browser ID Units: Number Capture Period: 1 month Value: Used to measure the usability of the online portal. Comments: None

M-C-30

# Account Intrusions

# Reported online portal account intrusions Dimensions: Customer ID Units: Number Capture Period: 1 month © TM Forum 2015. All Rights Reserved.

Page95 of 157


Value: Used to measure the security of the online portal. Comments: None

M-C-31

$ Loss – Account Intrusion

$ loss due to account intrusion Dimensions: Customer ID Units: US$ Capture Period: 1 month Value: Measures the amount of money lost due to fraudulent use of online portal account. Comments: None

8.1.8. SmartphoneApplicatio n M-C-32

# DSP Application Downloads

# Downloads of DSP application Dimensions: Customer ID, App Version, OS type Units: Number Capture Period: 1 month 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 Dimensions: Customer ID, App Version, OS type Units: Number Capture Period: 1 month Value: Used to measure the usage of the DSP application Comments: None

M-C-34

# DSP Application Users -Total

# Unique current usersin total whohave ever activatedDSP Application Dimensions: Customer ID, App Version, OS type Units: Number Capture Period: 1 month Value: Used to measure the usage of the DSP application Comments: Long-term total, updated monthly.

M-C-35

# DSP Application Users - Active

# Unique users using DSP application in last 3 months Dimensions: Customer ID, App Version, OS type Units: Number Capture Period: 1 month Value: Used to measure the usage/usability of the DSP application Comments: 3 month rolling window, updated monthly.

8.1.9. DeviceLoss M-C-36

# Devices Lost © TM Forum 2015. All Rights Reserved.

Page96 of 157


# Devices reported lost or stolen Dimensions: Customer ID, Device ID Units: Number Capture Period: 1 month Value: Measures the number and type of devices lost Comments: None

M-C-37

# Devices Stolen

# Devices stolen Dimensions: Customer ID, Device ID Units: Number Capture Period: 1 month 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$ Capture Period: 1 month 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 Capture Period: 1 month 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 Capture Period: 1 month 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 Capture Period: 1 month © TM Forum 2015. All Rights Reserved.

Page97 of 157


Value: Measures performance of SIM card replacement process Comments: None

8.2.


8.2.1. HardwareReplacementPerformance M-E-1

% SIM Cards Replaced within Cycle Time (Enterprise)

# SIM Cards Replaced within Cycle Time/ # SIM Cards Replaced Dimensions: Enterprise Customer ID Units: % Capture Period: 1 month Value: Measures performance of SIM card replacement for enterprise customers. Comments: None

M-E-2

# RMA Replacements

# RMA Replacements Dimensions: Enterprise Customer ID Units: Number Capture Period: 1 month Value: Measures performance of RMA for enterprise customers. Comments: None

M-E-3

# RMA Replacements within Cycle Time

# RMA Replacements completed within Cycle Time Dimensions: Enterprise Customer ID Units: Number Capture Period: 1 month Value: Measures performance of RMA for enterprise customers. Comments: None

M-E-4

% RMA Replacements within Cycle Time

# RMA Replacements within Cycle Time/ # RMA Replacements Dimensions: Enterprise Customer ID Units: % Capture Period: 1 month Value: Measures performance of RMA for enterprise customers. Comments: None

8.2.2. IncidentResolutionPerformance 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 © TM Forum 2015. All Rights Reserved.

Page98 of 157


Units: % Capture Period: 3 months Value: Measures performance of Incident Resolution for enterprise customers. Comments: The SLA cycle time may vary with enterprise customer

8.2.3. MaintenanceNotificationPerformance M-E-7

# Maintenance Notifications

# Maintenance notifications sent to enterprise customer rd Party ID…} Dimensions: Enterprise Customer ID, Party performing maintenance {DSP, 3 Units: Number Capture Period: 1 month 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 rd Party Dimensions: Enterprise Customer ID, Party performing maintenance {DSP, 3 ID…} Units: Number Capture Period: 1 month Value: Measures performance of Maintenance Notification process for enterprise customers. Comments: None

M-E-9

% Maintenance Notifications Compliant

# Maintenance Notifications Compliant/ # Maintenance Notifications rd Party ID…} Dimensions: Enterprise Customer ID, Party performing maintenance {DSP, 3 Units: % Capture Period: 1 month Value: Measures performance of Maintenance Notification process for enterprise customers. Comments: None

M-E-10

# Maintenance Notifications Violated

# Maintenance activities which exceeded the announced time window rd Party Dimensions: Enterprise Customer ID, Party performing maintenance {DSP, 3 ID…} Units: Number Capture Period: 1 month Value: Measures performance of Maintenance process for enterprise customers. Comments: None

8.2.4. CustomerServiceManagerExperience M-E-11

Customer Service Manager Subjective Score – General Support

Enterprise CustomerResponse to “How satisfied are you with the general support provided by ” your Customer Service Manager? Dimensions: Enterprise Customer ID, CSM ID Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) © TM Forum 2015. All Rights Reserved.

Page99 of 157


Capture Period: 3 months Value: This metric measures the customer’s 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 CustomerResponse to “How satisfied are you with the acute support provided y b your Customer Service Manager?” Dimension, Enterprise Customer ID, CSM ID Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 3 months Value: This metric measures the customer’s satisfaction with the acute support of the Customer Service Manager. Comments: The capture period may be adjusted on a per-customer basis

M-E-13

Customer Service Manager Subjective Score – Proactive Support

Enterprise CustomerResponse to “How satisfied are you with the proactive support provided by your Customer Service Manager? For example, providing regular guidance on maximizing your company’s effective use of the services we provide.” Dimension, Enterprise Customer ID, CSM ID Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 3 months Value: This metric measures the customer’s satisfaction with the proactive support of the Customer Service Manager. Comments: The capture period may be adjusted on a per-customer basis

M-E-14

% Enterprise Performance Reviews Compliant

# Enterprise Performance Reviews Compliant /# Enterprise Performance Reviews Required Dimension, Enterprise Customer ID, CSM ID Units: % Capture Period: 1 year 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 Dimension, Enterprise Customer ID, CSM ID Units: Number Capture Period: 1 year 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 Dimension, Enterprise Customer ID, CSM ID Units: Number Capture Period: 1 year © TM Forum 2015. All Rights Reserved.

Page100 of 157


Value: Used to measure compliance to Enterprise Customer performance review schedule. Comments: None

8.2.5. SmartphoneApplicatio n Experience M-E-15

DSP Application Subjective Score (Enterprise)

” Enterprise CustomerResponse to “Our application is effective and easy to use Dimensions: Enterprise Customer ID, App Version, OS type Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 3 months

Value: Used to measure the enterprise user experience of the DSP application Comments: None

8.2.6. EnterpriseServiceRequestHandlingPerformance 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 Capture Period: 1 month 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

Capture Period: 1 month Value: Used to measure the performance of Service Request handling Comments: None

M-E-18

# Service Requests Closed

# Service Requests Closed Dimensions: Enterprise Customer ID, Service Request Type {Line Check, Cutover, Key Event…..}, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Service Request handling Comments: None

M-E-19

# Service Requests Due Closure

# Service Requests due to be closed during the capture period to meet cycle time Dimensions: Enterprise Customer ID, Service Request Type {Line Check, Cutover, Key Event…..}, First Month {Y/N} Units: Number Capture Period: 1 month © TM Forum 2015. All Rights Reserved.

Page101 of 157


Value: Used to measure the performance of Service Request handling Comments: None

M-E-20

# Service Requests Closed Within Cycle Time

# Service Requests completed and closed within cycle time Dimensions: Enterprise Customer ID, Service Request Type {Line Check, Cutover, Key Event…..}, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Service Request handling Comments: None

M-E-21

# Service Requests Closed Outside Cycle Time

# Service Requests completed and closed outside cycle time Dimensions: Enterprise Customer ID, Service Request Type {Line Check, Cutover, Key Event…..}, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Service Request handling 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 Event…..}, First Month {Y/N} Units: Minutes Capture Period: 1 month Value: Used to measure the performance of Service Request handling 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 Dimensions: Enterprise Customer ID, Service Request Type {Line Check, Cutover, Key Event…..}, First Month {Y/N} Units: Minutes Capture Period: 1 month Value: Used to measure the performance of Service Request handling Comments: None

M-E-24

# Uncompleted Service Requests – Working backlog

# Service Requests uncompleted but still within cycle time Dimensions: Enterprise Customer ID, Service Request Type {Line Check, Cutover, Key Event…..}, First Month {Y/N} Units: Number Capture Period: 1 month © TM Forum 2015. All Rights Reserved.

Page102 of 157


Value: Used to measure the performance of Service Request handling Comments: None

M-E-25

# Uncompleted Service Requests – Smelly Fish

# Service Requests uncompleted and outside cycle time Dimensions: Enterprise Customer ID, Service Request Type {Line Check, Cutover, Key Event…..}, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Service Request handling 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: % Capture Period: 1 month Value: Used to measure the performance of Service Request handling Comments: None

M-E-27

% Service Requests Closed outside cycle time

# Service Requests Closed Outside Cycle Time/ # Service Requests Closed Dimensions:Service Request Type {Line Check, Cutover, Key Event….. }, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of Service Request handling Comments: None

M-E-28

% Uncompleted Service Requests – Working backlog

# Uncompleted Service Requests – Working backlog/ # Service Requests Dimensions: Service Request Type {Line Check, Cutover, Key Event….. }, First Month {Y/N} Units: % Capture Period: 1 month 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 Dimensions:Service Request Type {Line Check, Cutover, Key Event….. }, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of Service Request resolution Comments: None


Page103 of 157


8.3.

FunctionalMetrics

8.3.1. CustomerServiceExperience 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: % Capture Period: 3 months 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 Capture Period: 3 months Value: Used to evaluate over how many channels each service is available to the customer 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: % Capture Period: 3 months Value: Used to evaluate over how many channels each service is available to the customer 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: % Capture Period: 1 month Value: Used to measure the performance across channels for the Manage Profile/Service 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 Dimensions: Customer ID, Channel ID, Customer Data Type {Personal Details, XDRs, PUK, Payment Status…} Units: % © TM Forum 2015. All Rights Reserved.

Page104 of 157


Capture Period: 1 month Value: Used to measure the performance of customer data querying by customer support staff. Comments: Internal measure which will directly impact customer experience.

M-F-3

Support Hotline Subjective Score – Manage Service/Profile

“ Sample Customer SurveyResponse 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} Units: 6 (Very Satisfied)– 1 (Very Dissatisfied)

Capture Period: 1 month 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

Sample Customer SurveyResponse to “How satisfied are you with the support provi ded by 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} Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month 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

Sample Customer SurveyResponse to “How satisfied are you with the support provided by ?” 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} Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month 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

Sample Customer SurveyResponse to How “ satisfied are you with the support provided by 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} Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month 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 © TM Forum 2015. All Rights Reserved.

Page105 of 157


Sample Customer SurveyResponse 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} Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month 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 SurveyResponse 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} Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the perceived experience of using the Online Channel to seek help with a problem. Comments: None

8.3.2. CustomerServiceRepresentativ e Experience M-F-9

Customer Service Representative Subjective Score

Sample Customer SurveyResponse 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} Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month Value: Used to measure the perceived experience of the customer service representative’s 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: % Capture Period: 1 month 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 Dimensions: Web Page ID © TM Forum 2015. All Rights Reserved.

Page106 of 157


Units: % Capture Period: 1 month Value: Used to measure the useful 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-10b # Web Site Page Votes Helpful # Helpful Responses Received to Web Page e-poll Dimensions: Web Page ID Units: Number Capture Period: 1 month Value: Used to measure the useful 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-10c # Web Site Page Votes Unhelpful # Unhelpful Responses Received to Web Page e-poll Dimensions: Web Page ID Units: Number Capture Period: 1 month 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 ct “Very Helpful”, “Somewhat Helpful”, “Unhelpful” about the e-poll asking the user to sele information provided.

M-F-11

% Web Site Pages Unhelpful

# Web Site Page Votes Unhelpful/ # Web Site Page Votes Dimensions: Web Page ID Units: % Capture Period: 1 month Value: Used to measure the useful 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-12

Web Site Content Subjective Score

Sample Customer SurveyResponse to How “ satisfied are you with the amount of information provided on our Web Site?” Dimensions: Survey ID, Customer ID Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month 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.


Page107 of 157


8.3.4. SmartphoneApplicatio n Experience M-F-13

DSP Smartphone Application Subjective Score

Sample Customer SurveyResponse to Our “ smartphone application is effective and easy to use” Dimensions: Survey ID, Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 month Value: Used to measure the user experience of the SP’s smartphone application Comments: None

M-F-13a

% DSP SmartphoneApplications - Activated

# DSP Smartphone Applications Activated/# DSP Smartphone Applications - Downloaded Dimensions: Customer ID, App Version, OS type Units: % Capture Period: 1 month Value: Used to measure the usage/usability of the DSP application 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 Dimensions: Customer ID, App Version, OS type Units: % Capture Period: 1 month Value: Used to measure the usage/usability of the DSP application Comments: 3 month rolling window, updated monthly. A low value may indicate usability problems or limited usefulness of the application.

M-F-13c

# DSP SmartphoneApplications - Downloaded

# DSP Smartphone Application Downloads Dimensions: Customer ID, App Version, OS type Units: Number Capture Period: 1 month Value: Used to measure the usage/usability of the DSP application Comments: None

M-F-13d

# DSP SmartphoneApplications - Activated

# DSP Smartphone Application New Activations Dimensions: Customer ID, App Version, OS type Units: Number Capture Period: 1 month Value: Used to measure the usage/usability of the DSP application Comments: None

M-F-13e

# DSP SmartphoneApplication Users - Total

# Total Smartphone Application Activations since each version was introduced Dimensions: Customer ID, App Version, OS type © TM Forum 2015. All Rights Reserved.

Page108 of 157


Units: Number Capture Period: 1 month Value: Used to measure the usage/usability of the DSP application Comments: None

M-F-13f

# DSP SmartphoneApplication Users - Active

# distinct users who have used the DSP Smartphone Application at least once during the preceding 3 months Dimensions: Customer ID, App Version, OS type Units: Number Capture Period: 1 month Value: Used to measure the usage/usability of the DSP application Comments: None

8.3.5. ContactHandlingand 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 Capture Period: 1 month Value: Used to measure the performance of support channels 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 Dimensions: Customer ID, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of support channels Comments: None

M-F-14b

% Hotline Blocking Rate

% Calls unable to access the hotline/IVR due to blocking Dimensions: Service Center ID Units: Number Capture Period: 1 month 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 srcinated )/# Contacts Successful Dimensions: Channel Type, Customer ID Units: Seconds Capture Period: 1 month Value: Used to measure the performance of support channels © TM Forum 2015. All Rights Reserved.

Page109 of 157


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 Dimensions: Channel Type, Customer ID, First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of support channels 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 Dimensions: Customer ID, First Month {Y/N} Units: Number Capture Period: 1 month 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 Capture Period: 1 month 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 Dimensions: Channel Type, Customer ID, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of support channels Comments: None

M-F-17a

% Contacts AbandonedService Phase

# Contacts Abandoned Service Phase/# Contact Attempts - CSR Dimensions: Channel Type, Customer ID, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of support channels Comments: None

M-F-17b

% Contacts Successful © TM Forum 2015. All Rights Reserved.

Page110 of 157


# Contacts Successful/# Contact Attempts - CSR Dimensions: Channel Type, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of support channels Comments: None

M-F-18

# Seconds talk-time per Contact

SUM (Time Contact Ended– Time Contact with Customer Support Representative Started)/# Contacts Successful Dimensions: Channel Type Units: Seconds Capture Period: 1 month Value: Used to measure the performance of support channels Comments: None

M-F-19

% First Contact Resolutions

# First Contact Resolutions/ # New Contacts Successful Dimensions: Channel Type, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of support channels Comments: None

M-F-19a

% First Contact Resolutions- No Transfer

# First Contact Resolutions - No Transfer/ # New Contacts Successful Dimensions: Channel Type, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of support channels Comments: None

M-F-19b

% Contact Transfers

# Contact Transfers/ # Contacts Successful Dimensions: Channel Type, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of support channels Comments: None

M-F-19c

% Repeat Contacts

# Repeat Contacts/ # Contacts Successful Dimensions: Channel Type, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of support channels © TM Forum 2015. All Rights Reserved.

Page111 of 157


Comments: None

8.3.6. ServiceConfigurationPerformance M-F-20

# Service Configuration Requests

# Service Configuration Attempts Dimensions: Service Plan ID, Region ID, Channel Type, Channel ID Units: Number Capture Period: 1 month Value: Used to measure efficiency of Service Configuration process Comments: None

M-F-21

# Service Configurations Successful

# Successful Service Configurations Dimensions: Service Plan ID, Region ID, Channel Type, Channel ID Units: Number Capture Period: 1 month Value: Used to measure efficiency of Service Configuration process Comments: None

M-F-22

# Service Configurations Failed

# Failed Service Configurations Dimensions: Service Plan ID, Region ID, Channel Type, Channel ID, Cause Units: Number Capture Period: 1 month Value: Used to measure efficiency of Service Configuration process Comments: None

M-F-23

% Service Configurations Failed

# Service Configurations Failed/ Service Configuration Requests Dimensions: Service Plan ID, Region ID, Channel Type, Channel ID Units: % Capture Period: 1 month Value: Used to measure efficiency of Service Configuration process Comments: None

M-F-24

# Minutes per Service Configuration, from Request to Configuration

Sum (Time of Configuration– Time of Request)/# Configurations Dimensions: Service Plan ID, Region ID, Channel Type, Channel ID Units: Minutes Capture Period: 1 month Value: Used to measure efficiency of Service Configuration process Comments: None

M-F-24a

# Minutes per SIM Deactivation,from Request to Deactivation

– Time of Request)/# Deactivations Sum (Time of SIM Deactivation Dimensions: Service Plan ID, Region ID, Channel Type, Channel ID © TM Forum 2015. All Rights Reserved.

Page112 of 157


Units: Minutes Capture Period: 1 month Value: Used to measure efficiency of SIM deactivation process in cases of theft Comments: None

8.3.7. IncidentResolutionPerformance M-F-25

% Incidents Resolved within 24 hours

# Incidents resolved within 24 hours/# Incidents …}, First Month Dimensions: Incident Type {Bill query, Service problem, Security, Privacy {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of Incident resolution 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 Dimensions: Incident Type {Bill query, Service problem, Security, Privacy …}, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

M-F-27

% Incidents Resolved outside cycle time

# Incidents resolved outside cycle time/ # Incidents Closed …}, First Month Dimensions: Incident Type {Bill query, Service problem, Security, Privacy {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

M-F-27a

# Minutes per Incident Resolution

– Time of Incident Raised]/ # Incidents Resolved SUM[Time of Incident Resolution …}, First Month Dimensions: Incident Type {Bill query, Service problem, Security, Privacy {Y/N} Units: Minutes Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

M-F-27b

% Incidents Closed without Resolution

# Incidents closed without resolution/ # Incidents Closed Dimensions: Customer ID, Incident Type {Bill query, Service problem, Security, Privacy …}, First Month {Y/N} © TM Forum 2015. All Rights Reserved.

Page113 of 157


Units: Percent Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

M-F-27c

% Incidents Closed – No Fault Found

# Incidents Closed– No Fault Found/ # Incidents Closed …}, Dimensions: Customer ID, Incident Type {Bill query, Service problem, Security, Privacy First Month {Y/N} Units: Number Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

M-F-28

% Unresolved Incidents – Working Backlog

# Unresolved Incidents– Working Backlog/ # Incidents Dimensions: Incident Type {Bill query, Service problem, Security, Privacy …}, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

M-F-29

% Unresolved Incidents – Smelly Fish

# UnresolvedIncidents– Smelly Fish/ # Incidents Dimensions: Incident Type {Bill query, Service problem, Security, Privacy …}, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of Incident resolution Comments: None

8.3.8. ComplaintResolutionPerformance 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: % Capture Period: 1 month Value: Used to measure the performance of Complaint resolution Comments: None

M-F-31

% Complaints Resolved Outside Cycle Time

# Complaints Resolved Outside Cycle Time/ # Complaints Dimensions: Complaint Type {Product, Policy, People, Network, Security, Privacy, Billing, Marketing Program, Roaming…} , First Month {Y/N} Units: % © TM Forum 2015. All Rights Reserved.

Page114 of 157


Capture Period: 1 month Value: Used to measure the performance of Complaint resolution Comments: None

M-F-32

% Unresolved Complaints – Working backlog

# Unresolved Complaints– Working backlog/ # Complaints Dimensions: Complaint Type {Product, Policy, People, Network, Security, Privacy, Billing, Marketing Program, Roaming…} , First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of Complaint resolution Comments: None

M-F-33

% Unresolved Complaints – Smelly Fish

# Unresolved Complaints– Smelly Fish/ # Complaints Dimensions: Complaint Type {Product, Policy, People, Network, Security, Privacy, Billing, Marketing Program, Roamin g…}, First Month {Y/N} Units: % Capture Period: 1 month Value: Used to measure the performance of Complaint resolution Comments: None

8.3.9. OnlinePortal M-F-34

% Online Portal Registration Success

# Online Portal New Registrations/# Online Portal Registration Attempts Dimensions: Browser ID Units: % Capture Period: 1 month 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: % Capture Period: 1 month 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 SurveyResponse to “Our online portal is effective and easy to use” Dimensions: Survey ID, Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 month Value: Used to measure the user experience of the online portal © TM Forum 2015. All Rights Reserved.

Page115 of 157


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 Dimensions: Customer ID Units: % Capture Period: 1 month Value: Measures performance of SIM card replacement. Comments: None


Page116 of 157


9. Pay (Review Notification, Verify or Dispute, Top-up/Pay) 9.1.

Per-CustomerMetrics

9.1.1. Top-UpPerformance P-C-1

# Top-Ups

P-C-2

# Top-Up Attempts

# Successful Top-Ups Dimensions: Customer ID, Channel Type, Channel ID, Payment Type {Cash, Voucher, Credit Card….} Time, Top-Up Amount Units: Number Capture Period: 1 day Value: Used to measure the top-up behavior of the customer Comments: None

# Top-Up Attempts Dimensions: Customer ID, Channel Type, Channel ID, Payment Type {Cash, Voucher, Credit Card….} Units: Number Capture Period: 1 day Value: Used to measure the Top-Up success rate. Comments: None

P-C-3

% Top-Up Success

#Top-Ups/ # Top-Up Attempts Dimensions: Customer ID, Channel Type, Channel ID, Payment Type {Cash, Voucher, Credit Card….} Units: % Capture Period: 1 day 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 Dimensions: Customer ID, Channel Type, Channel ID, Payment Type {Cash, Voucher, Credit Card….} Units: Seconds Capture Period: 1 day Value: Used to measure the performance of top-up channels Comments: None


Page117 of 157


9.1.2. CustomerBalance 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 Capture Period: 1 day 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) Dimensions: Customer ID, Balance Type {Credit, ice Vo Minutes, Data Allowance….} Units: Number Capture Period: 1 day 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) Dimensions:Customer ID, Balance Type {Credit, Voice Minutes, Data Allowance….} Units: Number Capture Period: 1 day Value: Used to identify customers with zero balance for marketing purposes. Comments: None

9.1.3. BillingPerformance P-C-6

# Bills Issued

# Bills issued to the customer Dimensions: Customer ID, Channel Type, Bill Type, Bill Amount Units: Number Capture Period: 1 month 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: % Capture Period: 1 month Value: Used to measure experience of billing function Comments: None

P-C-8

# Bills Incorrect

# bills requiring correction Dimensions: Customer ID, Bill Type, Cause © TM Forum 2015. All Rights Reserved.

Page118 of 157


Units: Number Capture Period: 1 month Value: Used to measure experience of billing function Comments: None

P-C-9

% Bills Incorrect

# Bills Incorrect/ # Bills Issued Dimensions: Customer ID, Bill Type Units: % Capture Period: 1 month Value: Used to measure experience of billing function Comments: None

P-C-10

# Bill Payments

# Successful Bill Payments Dimensions: Customer ID, Channel Type, Channel ID, Payment Type {Cash, Voucher, Credit Card….} Time, Amount Units: Number Capture Period: 1 month 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 Dimensions: Customer ID, Channel Type, Channel ID, Payment Type {Cash, Voucher, Credit Card….} Units: Number Capture Period: 1 month Value: Used to measure the ease of bill payment Comments: Only include the channels which can be measured.

P-C-12

% Bill Payment Success

# Bill Payments/ # Bill Payment Attempts Dimensions: Customer ID, Channel Type, Channel ID, Payment Type {Cash, Voucher, Credit Card….} Units: % Capture Period: 1 month Value: Used to measure the ease of bill payment Comments: Only include the channels which can be measured.

P-C-13

# Seconds Bill Payment

# Seconds required to successfully pay bill. Measured from start of attempt to acknowledgement. Dimensions: Customer ID, Channel Type, Channel ID, Payment Type {Cash, Voucher, Credit Card….} Units: Seconds Capture Period: 1 month Value: Used to measure the ease of bill payment © TM Forum 2015. All Rights Reserved.

Page119 of 157


Comments: Only include the channels which can be measured.

9.2.


9.2.1. BillingQueryPerformance P-E-1

# Bills Queried Compliant

# Bill Queries resolved within SLA defined time Dimensions: Enterprise Customer ID, Bill Type Units: Number Capture Period: 3 months Value: Used to measure the experience of Bill querying Comments: None

P-E-2

% Bills Queried Compliant

# Bills Queried Compliant/ # Bills Queried Dimensions: Enterprise Customer ID, Bill Type Units: % Capture Period: 3 months 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 CustomerResponse to “The billing statement you receive is clear and easy to understand” Dimensions: Enterprise CustomerID, Bill type Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 year 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” Dimensions: Enterprise CustomerID, Bill Type Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 year Value: Used to measure the experience of billing Comments: None

P-E-5

Bill Satisfaction Comparative Subjective Score (Enterprise)

Enterprise CustomerResponse to “How does the quality of the billing statement you receive from us compare with that from competitor x?” Dimensions: Enterprise CustomerID, CompetitorID © TM Forum 2015. All Rights Reserved.

Page120 of 157


Units: 6 (Far better)– 1 (Far worse) Capture Period: Value: Competitive benchmark. Used to measure the experience of billing. Comments: None

9.2.3. DunningPerformance P-E-6

# Dunning Requests

# Requests for Bill Hold Dunning Dimensions: Enterprise Customer ID Units: Number Capture Period: 3 months Value: Used to measure the performance of dunning. Comments: None

P-E-7

# Dunning Requests - Compliant

# Bill Dunning Requests completed within SLA defined time Dimensions: Enterprise Customer ID Units: Number Capture Period: 3 months Value: Used to measure the performance of dunning. Comments: None

P-E-8

% Bill Hold Dunning - Compliant

Number of dunning request completed within time over number of requests. Dimensions: Enterprise Customer ID Units: % Capture Period: 3 months Value: Used to measure the performance of dunning. Comments: None

9.2.4. PaymentQuery Performance P-E-9

# Payment Queries

# Contacts Successful (Incident Type=Payment Query) Dimensions: Enterprise Customer ID Units: % Capture Period: 3 months Value: Used to measure experience of billing function Comments: Typically the enterprise customer may request to change payment terms.

P-E-10

# Payment Queries Compliant

# Payment Queries resolved within SLA defined time Dimensions: Enterprise Customer ID Units: Number Capture Period: 3 months Value: Used to measure experience of billing function © TM Forum 2015. All Rights Reserved.

Page121 of 157


Comments: None

P-E-11

% Payment Queries Compliant

# Payment Queries Compliant/ # Payment Queries Dimensions: Enterprise Customer ID Units: % Capture Period: 3 months Value: Used to measure the experience of billing function Comments: none

9.2.5. PerceivedValue for Money P-E-12

Value for Money Subjective Score (Enterprise)

Enterprise CustomerResponse to “Your monthly charge represents good value for the services you receive ” Dimensions: Enterprise Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 3 months Value: Used to asses s the customer’sperception of the value for money of the services received. Comments: None

P-E-13

Value for Money Comparative Subjective Score (Enterprise)

Enterprise CustomerResponse to “How does the value for money you receive from us compare with competitor x?” Dimensions: Enterprise Customer ID, Competitor ID Units: 6 (Far better)– 1 (Far worse) Capture Period: 3 months Value: Competitive benchmark. Used to asses perceived relative value for money against competitors. Comments: None

9.3.

FunctionalMetrics

9.3.1. ChannelPresence P-F-1

% Bill Payment Channels of Competitors Bill Payment Channels

# Bill Payment Channels /# Competitor Bill Payment Channels Dimensions: Competitor ID, Channel Type Units: % Capture Period: 3 months 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 © TM Forum 2015. All Rights Reserved.

Page122 of 157


# Bill Payment Channels Dimensions: Channel Type Units: Number Capture Period: 3 months

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 Dimensions: Competitor ID Units: % Capture Period: 3 months Value: Competitive Benchmark. Relative number of top-up channels. Comments: None

P-F-2a

# Top-Up Channels

# Top-Up Channels Dimensions: Channel Type Units: Number Capture Period: 3 months

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 Dimensions: Region ID Units: Number Capture Period: 3 months 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 Dimensions: Competitor ID Units: % Capture Period: 3 months Value: Competitive Benchmark. Relative number of bill notification channels. Comments: None

P-F-4a

# Bill Notification Channels

# Bill Notification Channels Dimensions: Channel Type Units: Number Capture Period: 3 months

Value: Measures how convenient it is for customers to be notified of a bill. © TM Forum 2015. All Rights Reserved.

Page123 of 157


Comments: None

9.3.2. Top-UpExperience P-F-5

Top-Up Satisfaction Subjective Score

“ Sample Customer SurveyResponse to How satisfied are you with the ease and convenience ” of topping up your account? Dimensions: Survey ID, Customer ID Units: 6 (Very Satisfied)– 1 (Very Dissatisfied) Capture Period: 1 month

Value: Used to measure the customers view of the top-up process. Comments: None

9.3.3. BillingEfficiency P-F-6

# Bills Dispatched

# Bills sent to the printer Dimensions: Bill Type Units: Number Capture Period: 1 month 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 Dimensions: Bill Type Units: Number Capture Period: 1 month Value: Used to measure efficiency of the billing function Comments: None

P-F-8

% Bills Dispatched on Time

# Bills Dispatched on Time/ # Bills Dispatched Dimensions: Bill Type Units: % Capture Period: 1 month Value: Used to measure efficiency of the billing function Comments: None

P-F-9

# Bills Issued on Time

# Bills issued on time Dimensions: Bill Type Units: Number Capture Period: 1 month Value: Used to measure efficiency of the billing function Comments: None

P-F-10

% Bills Issued on Time © TM Forum 2015. All Rights Reserved.

Page124 of 157


# Bills issued on time/# Bills Issued Dimensions: Bill Type Units: % Capture Period: 1 month Value: Used to measure efficiency of the billing function Comments: None

9.3.4. Bill Satisfaction P-F-11

Billing Clarity Subjective Score

“ Sample Customer SurveyResponse to The billing statement you receive is clear and easy to understand” Dimensions: Survey ID,Customer ID,Bill Type Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 month Value: Used to measure the experience of billing Comments: None

P-F-12

Billing Satisfaction Subjective Score

Sample CustomerResponse to “The billing statement you receive fully meets your requirements” Dimensions: Survey ID,Customer ID,Bill Type Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 month Value: Used to measure the experience of billing Comments: None

9.3.5. PerceivedValue for Money P-F-13

Value for Money Subjective Score

“ Sample Customer SurveyResponse to Your monthly charge represents good value for the ” services you receive Dimensions: Survey ID, Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 1 month Value: Used to assess the customer’s perception of the value for money of the services received. Comments: None


Page125 of 157


10. Renew (Enhance Selection,Renew Contract) 10.1.

Per-CustomerMetrics

10.1.1. Customers Renewing RN-C-1

# Renew Orders

RN-C-2

# Renew Orders Failed

# Orders of products or services (Renewing) Dimensions: Customer ID, Product ID, Service Plan ID, Channel Type, Channel ID, Incentive ID, Promotion ID. Units: Number Capture Period: 1 week Value: Used to evaluate the popularity of Product and Service Plan IDs and sales performance for renewal across all Channels Comments: None

# 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 Capture Period: 1 month 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 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 Capture Period: 1 month Value: Used to measure the number of customers renewing to a lower tier product/service Comments: None © TM Forum 2015. All Rights Reserved.

Page126 of 157


RN-C-5

% Customers Renewing Down

# Customers Renewing Down/ # Customers Renewing Dimensions: Customer ID, Channel ID, New Product ID, New Service Plan ID, Old Product ID, Old Service Plan ID, Incentive ID, Promotion ID Units: % Capture Period: 1 month Value: Used to measure the proportion of renewing customers moving to a lower tier product/service Comments: None

RN-C-6

# Customers Renewing Up

RN-C-7

% Customers Renewing Up

# Customers renewing to a higher tier 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 Capture Period: 1 month Value: Used to measure the number of customers renewing to a higher tier product/service Comments: None

# 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: % Capture Period: 1 month 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 Dimensions: Customer ID, Channel ID, New Product ID, New Service Plan ID, Old Product ID, Old Service Plan ID, Incentive ID Units: % Capture Period: 1 month 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 Dimensions: Customer ID, Channel ID, New Product ID, New Service Plan ID, Old Product ID, Old Service Plan ID, Incentive ID, Promotion ID Units: Days Capture Period: 1 month 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 © TM Forum 2015. All Rights Reserved.

Page127 of 157


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 Capture Period: 1 month 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 Capture Period: 1 month Value: Used to measure efficiency of Service Activation process during renewal. 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 Capture Period: 1 month Value: Used to measure efficiency of Service Activation process during renewal. Comments: None

10.1.3. Real-Time Offers

RN-C-13 # Real Time Offers # Targeted offers sent in real-time Dimensions: Customer ID, Product ID, Service Plan ID, Channel Type, Channel ID, Incentive ID Units: Number Capture Period: 1 week 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 Dimensions: Customer ID, Product ID, Service Plan ID, Channel Type, Channel ID, Incentive ID Units: Number Capture Period: 1 week Value: Used to evaluate the popularity of targeted real-time offers Comments: None

RN-C-15 % Real Time Offers Accepted # Real Time Offers Accepted/ # Real Time Offers © TM Forum 2015. All Rights Reserved.

Page128 of 157


Dimensions: Customer ID, Product ID, Service Plan ID, Channel Type, Channel ID, Incentive ID Units: % Capture Period: 1 week Value: Used to evaluate the popularity of targeted real-time offers 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 Capture Period: 1 month Value: Used to measure efficiency of Service Activation process during renewal. 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 Capture Period: 1 month Value: Used to measure efficiency of Service Activation process during renewal. 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: % Capture Period: 1 month Value: Used to measure efficiency of Service Activation process during renewal. Comments: None

10.2.2. Contract Renewal Satisfaction RN-E-4

Contract Renewal Timeliness Subjective Score

Enterprise CustomerResponse to “Our Customer Service Manager approached your contract ” renewal at the right time Dimensions: Enterprise Customer ID, Customer Service Manager ID, Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 3 months © TM Forum 2015. All Rights Reserved.

Page129 of 157


Value: Used to assess the timelines of the contract renewal process from the enterprise customer’s perspective. Comments: none

RN-E-5

Contract Renewal Satisfaction Score

Enterprise CustomerResponse to “How satisfied are you with the contract renewal process” Dimensions: Enterprise Customer ID, Customer Service Manager ID, Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 3 months Value: Used to assess the enterprise customer’s satisfaction with the contract renewal process. Comments: none

10.3.

FunctionalMetrics

10.3.1. ChannelAvailability RN-F-1

% Renew Channels of Competitors Renew Channels

# Renew Channels /# Competitor Renew Channels Dimensions: Competitor ID Units: % Capture Period: 3 months 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. Dimensions: Channel Type Units: Number Capture Period: 3 months

Value: Measures how convenient it is for customers to renew service Comments: None

10.3.2. CampaignEffectiveness 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: % Capture Period: 1 month Value: Used to evaluate the effectiveness of a specific marketing campaign.


Page130 of 157


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: % Capture Period: 1 month Value: Used to measure efficiency of Service Activation process during renewal. Comments: None

RN-F-4 # Minutes per Service Activation (Renewal), from Request to Activation – Time of Request(Renewal))/# Service Activations Sum (Time of Activation (Renewal) (Renewal) Successful Dimensions: Service Plan ID, Region ID, Channel Type, Channel ID Units: Minutes Capture Period: 1 month Value: Used to measure efficiency of Service Activation process during renewal. Comments: None

RN-F-5

Service Renewal Timeliness Subjective Score

Sample Customer Survey Response toOur “ Customer Service Representative approached you about service renewal at the right time ” Dimensions: Survey ID, Customer ID, Old Service Plan ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 3 months Value: Used to assess the timelines of the service renewal process from the customer’s 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 Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 3 months Value: Used to assess customer satisfaction with the service renewal process. Comments: none


Page131 of 157


11. Recommend(Refer Product/Service, Gain Loyalty) 11.1.

Per-CustomerMetrics

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 Capture Period: 1 month 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: % Capture Period: 1 month 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 Capture Period: 1 month 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 Capture Period: 1 month 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 © TM Forum 2015. All Rights Reserved.

Page132 of 157


Units: Number Capture Period: 1 month Value: Used to measure the effectiveness of referral promotions. 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: % Capture Period: 1 month Value: Used to measure the effectiveness of referral promotions. 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 Capture Period: 1 month Value: Used to measure the effectiveness of referral promotions. 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: % Capture Period: 1 month Value: Used to measure the effectiveness of referral promotions. 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


Page133 of 157


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-11 # Social Network Comments Neutral # Neutral 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-12 # Social Network Comments # 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.

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 Capture Period: 3 months Value: Used to evaluate enterprise customer sentiment Comments: NPS– Net Promoter Score © TM Forum 2015. All Rights Reserved.

Page134 of 157


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 Capture Period: 3 months Value: Used to evaluate enterprise customer sentiment Comments: NPS– Net Promoter Score

RC-E-3

Loyalty Program Subjective Score (Enterprise)

Enterprise CustomerResponse to “Our loyalty program encourages you to continue to use our products and services”” Dimensions: Enterprise Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 6 months Value: Evaluate enterprise customer opinion of loyalty program Comments: None

11.3.

FunctionalMetrics

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 Capture Period: 3 months 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 Capture Period: 3 months Value: Used to evaluate customer sentiment Comments: None

RC-F-3

% Customer Detractors (Relational)

# Customers scoring 0-6 in likely to recommend scale/ # Customers Surveyed Dimensions: Survey ID, Region ID, DSLAM ID Units: % Capture Period: 3 months © TM Forum 2015. All Rights Reserved.

Page135 of 157


Value: Used to evaluate customer sentiment Comments: Based upon NPS relational methodology

RC-F-4

% Customer Promoters (Relational)

# Customers scoring 9-10 in likely to recommend scale / # Customers Surveyed Dimensions: Survey ID, Region ID, DSLAM ID Units: % Capture Period: 3 months Value: Used to evaluate customer sentiment Comments: Based upon NPS relational methodology

RC-F-5

% Customer Detractors (Transactional)

# Customers scoring 0-6 in likely to recommend scale/ # Customers Surveyed Dimensions: Survey ID, Transaction Type Units: % Capture Period: 3 months Value: Used to evaluate customer sentiment Comments: Based upon NPS transactional methodology

RC-F-6

% Customer Promoters (Transactional)

# Customers scoring 9-10 in likely to recommend scale / # Customers Surveyed Dimensions: Survey ID, Transaction Type Units: % Capture Period: 3 months Value: Used to evaluate customer sentiment 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 Capture Period: 1 month 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: % Capture Period: 1 month Value: Used to assess the effectiveness of the loyalty program Comments: None

RC-F-9

# Days Loyalty Account Active (Mean) © TM Forum 2015. All Rights Reserved.

Page136 of 157


Sum (# Days Account Active)/ # Loyalty Program Members Dimensions: Product ID, Service Plan ID, Purchase Channel ID, Loyalty Program ID Units: Days Capture Period: 1 month Value: Used to assess the effectiveness of the loyalty program 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) Dimensions: Loyalty Program ID Units: Days Capture Period: 1 month Value: Used to assess the effectiveness of the loyalty program Comments: None

RC-F-11

Loyalty Program Subjective Score

Sample Customer Survey Response toOur “ loyalty program encourages you to continue to use our products and services” Dimensions: Survey ID, Customer ID, Loyalty Program ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 6 months 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: % Capture Period: 1 month 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 toOur “ referral program encourages you to refer our products and services to your friends and family” Dimensions: Survey ID, Customer ID Units: 6 (Strongly Agree) - 1 (Strongly Disagree) Capture Period: 6 months 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 © TM Forum 2015. All Rights Reserved.

Page137 of 157


Dimensions: Social Network ID, Region ID, DSLAM ID, Product ID, Service Plan ID Units: % Capture Period: 1 Hour Value: Used to evaluate customer sentiment 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: % Capture Period: 1 Hour Value: Used to evaluate customer sentiment Comments: Must be objectively assessed. Ideally captured every hour.

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: % Capture Period: 1 Hour Value: Used to evaluate customer sentiment Comments: Must be objectively assessed. Ideally captured every hour.


Page138 of 157


12. Leave (Feedback,Discontinue) 12.1.

Per-CustomerMetrics

12.1.1. Customers Leaving L-C-1

# Customers Dormant

L-C-2

% Customers Dormant

# Customers classified as dormant Dimensions: Customer ID, Service Plan ID, DSLAM ID Units: Number Capture Period: 1 month 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.

# Customers Dormant/ # Customers Dimensions: Customer ID, Service Plan ID, DSLAM ID Units: % Capture Period: 1 month 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 Capture Period: 1 month 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 Capture Period: 1 month Value: Used to measure the success rate of persuading customers to stay. Comments: None

L-C-5

% Customers Retained

# Customers Retained/ # Customer Leave Requests © TM Forum 2015. All Rights Reserved.

Page139 of 157


Dimensions: Channel Type, Channel ID, CSR ID, Incentive ID, DSLAM ID Units: % Capture Period: 1 month 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 Capture Period: 1 month 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 Capture Period: 1 month Value: Used to measure customer churn. 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 ProgramMembership, DSLAM ID Units: Number Capture Period: 1 month Value: Used to measure customer churn. Comments: None

12.1.2. Final Billing L-C-9

# Final Bills Issued

# Final Bills issued Dimensions: Customer ID, Bill Type Units: Number Capture Period: 1 month 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 Dimensions: Customer ID, Bill Type Units: Number © TM Forum 2015. All Rights Reserved.

Page140 of 157


Capture Period: 1 month Value: Used to measure efficiency of the billing function for churning customers 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 Capture Period: 1 month Value: Used to measure performance of the End service process. Comments: None

L-C-12

# Service Cessation Successful

# End service configurations successful Dimensions: Customer ID, Service Plan ID Units: Number Capture Period: 1 month Value: Used to measure performance of the End service process. Comments: None

L-C-12a

# Service Cessation Compliant

# End service configurations completed within SLA time Dimensions: Customer ID, Service Plan ID Units: Number Capture Period: 1 month Value: Used to measure performance of the End service process. Comments: None

L-C-12b

# Seconds End Service

# Seconds to end service, from start to acknowledgement Dimensions: Customer ID, Service Plan ID Units: Number Capture Period: 1 month Value: Used to measure performance of the End service process. Comments: None

L-C-13

# Service Cessation Failures

# End service configurations failed Dimensions: Customer ID, Service Plan ID, Cause Units: Number Capture Period: 1 month Value: Used to measure performance of the End service process. Comments: None


Page141 of 157


12.1.4. Mobile Number Portability L-C-14

# PAC Requests

# Requests for a PAC received Dimensions: Customer ID, Channel Type, New Service Provider ID Units: Number Capture Period: 1 month 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 Dimensions: Customer ID, Channel Type, New Service Provider ID Units: Number Capture Period: 1 month 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 Dimensions: Region ID Units: Minutes Capture Period: 1 month Value: Used to measure performance of PAC issuing process Comments: None

L-C-17

# PACs Issued Compliant

# PACs issued within agreed SLA time Dimensions: Customer ID, Channel Type, New Service Provider ID Units: Number Capture Period: 1 month Value: Used to measure performance of PAC issuing process Comments: None

L-C-18

# Outgoing Porting Requested

# NPRs/PACs Received Dimensions: Customer ID, New Service Provider ID, Method Type {NPR, PAC} Units: Number Capture Period: 1 month Value: Used to measure MNP process performance Comments: None

L-C-19

# Outgoing Porting Attempted

# Porting Attempts Initiated following request Dimensions: Customer ID, New Service Provider ID, Method Type {NPR, PAC} Units: Number Capture Period: 1 month © TM Forum 2015. All Rights Reserved.

Page142 of 157


Value: Used to measure MNP process performance Comments: None

L-C-19a

# Outgoing Porting Successful

# Successful Outgoing Porting Attempts Dimensions: Customer ID, New Service Provider ID, Method Type {NPR, PAC} Units: Number Capture Period: 1 month Value: Used to measure MNP process performance 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 Capture Period: 1 month Value: Used to measure MNP process performance 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 Capture Period: 1 month Value: Used to measure MNP process performance Comments: None

L-C-22

# Outgoing Porting Compliant

# Porting Requests Completed within SLA defined time. Dimensions: Customer ID, New Service Provider ID, Method Type {NPR, PAC} Units: Number Capture Period: 1 month Value: Used to measure MNP process performance 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 Capture Period: 1 month Value: Used to measure MNP process performance Comments: None


Page143 of 157


12.2.


12.2.1. Mobile Number Portability L-E-1

% PACs Issued Compliant (Enterprise)

# PACs Issued Compliant/ # PACs Issued Dimensions: Enterprise Customer ID Units: % Capture Period: 1 month 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: % Capture Period: 1 month 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 Dimensions: Enterprise Customer ID Units: % Capture Period: 1 month Value: Used to measure performance of MNP process for enterprise customers Comments: None

12.2.2. Service Cessation L-E-4

% Service Cessation Successful (Enterprise)

# Service Cessation Successful/# Service Cessation Attempts Dimensions: Enterprise Customer ID Units: % Capture Period: 1 month 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 Dimensions: Enterprise Customer ID Units: % Capture Period: 1 month Value: Used to measure performance of Service Cessation process for enterprise customers Comments: None


Page144 of 157


L-E-6

Leaving Satisfaction Score (Enterprise)

Enterprise Customer Res ponse to “How satisfied are you with the leaving process” Dimensions: Enterprise Customer ID, Customer Service Manager ID, Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 3 months Value: Used to assess the enterprise customer’s 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: % Capture Period: 1 month Value: Used to measure efficiency of the billing function for churning enterprise customers Comments: None

12.3.

FunctionalMetrics

12.3.1. Churn L-F-1

% Customers Leaving

# Customers Leaving / # Customers Dimensions: Deceased} Service Plan ID, Cause {New SP, Finance, Emigrate, Dormant, Delinquent, Units: % Capture Period: 1 month Value: Used to measure customer churn. 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)) Dimensions: Loyalty Program ID Units: % Capture Period: 1 month Value: Used to measure effectiveness of loyalty program in reducing churn Comments: Could be negative result

12.3.2. ChannelAvailability L-F-3

% Leaving Channels of Competitors Leaving Channels

# Leaving Channels /# Competitor Leaving Channels Dimensions: Competitor ID © TM Forum 2015. All Rights Reserved.

Page145 of 157


Units: % Capture Period: 3 months 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 Dimensions: Channel Type Units: Number Capture Period: 3 months

Value: Measures how convenient it is for customers to cancel service Comments: None

12.3.3. Service Cessation L-F-4

% Service Cessation Compliant

# Service Cessation Compliant/ # Service Cessation Successful Dimensions: Region ID Units: % Capture Period: 1 month Value: Used to measure performance of Service Cessation process Comments: None

L-F-5

% Service Cessation Successful

# Service Cessation Successful/# Service Cessation Attempts Dimensions: Region ID Units: % Capture Period: 1 month 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 Dimensions: Bill Type Units: % Capture Period: 1 month Value: Used to measure efficiency of the billing function for churning customers Comments: None

L-F-7

Leaving Satisfaction Score

Sample Customer Survey Response to “How satisfied are you with the leaving process” Dimensions: Survey ID, Customer ID Units: 6 (Very Satisfied) - 1 (Very Dissatisfied) Capture Period: 3 months Value: Used to assess the customer’s satisfaction with the leaving process. © TM Forum 2015. All Rights Reserved.

Page146 of 157


Comments: none

12.3.4. Mobile Number Portability L-F-8

% Outgoing Porting Requests Compliant

# Outgoing Porting Compliant/ # Outgoing Porting Requests Dimensions: Region ID Units: % Capture Period: 1 month Value: Used to measure performance of MNP process Comments: None

L-F-9

% PACs Issued Compliant

# PACs Issued Compliant/ # PACs Issued Dimensions: Region ID Units: % Capture Period: 1 month Value: Used to measure performance of PAC issuing process 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: % Capture Period: 1 month Value: Used to measure MNP process performance Comments: None


Page147 of 157


13. AdministrativeAppendix 13.1DocumentHistory 13.3.1. Version History Version Number

Date Modified

Modified by:

Descriptionof changes

0.1

13-Aug-12

Colm Costelloe,

First Draft

Wei Dong 1.0

4-Oct-2012

Mary Amalfitano

Submittedfor 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 calculationmethodology moved to Appendix A

1.3.3

10/Sep/13

Jonathan Hopkinson Survey-basedmetrics 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

1.5.1

9/Oct/13

Alicja Kawecki

and submitted for Approval


Updated cover, header & footer, minor style fixes, Page148 of 157


updated version history to align with 1.5 release 1.5.2

10/Oct/13

Jonathan Hopkinson Corrected corruptionof 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 ofcorrections, 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.


Page149 of 157


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 15approval.

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:

Descriptionof 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


Page150 of 157


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 [email protected] 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 CurrentVersion: 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: © TM Forum 2015. All Rights Reserved.

Page151 of 157


o

Derek Chen, PCCW


Page152 of 157


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


Page153 of 157


1. KQI Determination The first stage (L3) isthe 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 PointKQI Score Determination The second stage (L2) is the determination of Touch Point KQI scores. It is widely recognized that subjective and contextual data required is to deliver anaccurate assessment of userexperience: 

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 theuser’s 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


Page154 of 157


A general equation to generate the KQI score for a particular Touch Point then becomes:-

 = ( ∑,  ) 

3. Journeyand OverallCEI 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 withsubjective data.

This gives the following general equation for per customer, per journey CEI determination:-

 = ( ∑,) 

Plus the following general equation for CEI determination:-

 = ( ∑  ) 


Page155 of 157


Appendix B: Terms andAbbreviations 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 byinteract which awith a Industry Term customer may DSP. See Section 2.4 for a list of Channel Types.

2. Abbreviationsand Acronyms Abbreviation/ Acronym

Abbreviation/ Acronym Spelled Out

Definition

TMF or External Source

CSM

Customer Service Manager

An individual appointed by the DSP whose role is to care for one or more Enterprise customers

FSR

Field Service

An individual appointed by the DSP DSP whose role is to install


DSP

Page156 of 157


CSR

Representative

and/or maintain Customer Premises Equipment

Customer Support Representative

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


Page157 of 157

GB962A Lifecycle Metrics R15.0.1

Recommend Documents