Enterprise AI Administration
Complaint rate
KPI Details · KPI Catalog
KPI Details
Complaint rate
AT RISK
- Code
CX_COMPLAINT_RATE- Owner
- Head of Customer Experience
Governance configuration shown for review and validation. Read-only.
Current state
- Current value
- 1.4 / 1k
- Change
- +16.7% (vs prior month)
- Target
- No stored target
- Reporting period
- 2026-09
- Unit
- PER_1K_SUBS
- Direction of good
- Lower
Definition
- Mission area
- Customer Experience
- Decision journey
- Customer Experience
- Definition
- Complaints per 10,000 active subscribers
- Grain
- Region-month
- Sources
- Trouble Ticketing, Contact Center
Governance & Lineage
- 0 Sources
- 0 Mappings
- 0 Variables
- 1 Formula
- 1 Rules
- 0 Models
- 4 Scenarios
- 3 Actions
- 1 Value records
Related Intelligence
Linked governed records
Formulas (1)
Thresholds / rules (1)
- Complaint Surge RuleAlert: Repeat contacts on billing
Source mappings (0)
None recorded.
Variables (0)
None recorded.
Models (0)
None recorded.
Scenarios (4)
Actions (3)
- Launch self-care promotion in app and SMSHead of Digital · Not started
- Enable outage SMS triggers from NOCNOC Manager · Not started
- Weekly NPS pulse reviewCX Analytics · Not started
Value (1)
- Care cost reduction via self-serviceOn track