Decision Intelligence

Customer Experience

Lift NPS and reduce complaint drivers.

Governance & lineageFormula, sources, rules and models behind:NPS

Mission areas covered:Customer Experience

Stage 1 · Monitor

NPS

+31

-2 ptsvs prior month

CSAT

78%

-1ppvs prior month

Complaint rate

1.4 / 1k

+16.7%vs prior month

First contact resolution

71%

-3ppvs prior month

Avg resolution time

26 h

+4 hvs prior month

Repeat contact rate

18%

+2ppvs prior month

Customer-experienced availability

99.41%

-0.12ppvs prior month

Digital self-service

42%

+3ppvs prior month

Care wait time 11 min

high priority

Target 4 min; CBD outage call surge.

Owner: Head of Customer Care

Repeat contacts on billing

medium priority

Billing queries drive 31% of repeat contacts.

Owner: Head of Billing

NPS down 2 points; care wait times +35%

medium priority

Elevated churn propensity

Owner: Head of Customer Care

Monthly actuals, Apr–Sep