Decision Intelligence
Customer Experience
Lift NPS and reduce complaint drivers.
Originating issueComplaint rate
- Source
- Customer Experience
- KPI
- Complaint rate
- KPI current (overall)
- 1.4 / 1k
- KPI prior
- 1.2 / 1k
- KPI change (overall)
- +16.7%
- Operator
- Xpert Telecom South Africa (XPERT-ZA)
Mission areas covered:Customer Experience
Stage 1 · Monitor
Complaint rate — stored history
Monthly actuals, Apr–Sep
Related signals
Care wait time 11 min
medium priorityTarget 4 min; CBD outage call surge.
Repeat contacts on billing
medium priorityBilling queries drive 31% of repeat contacts.
NPS down 2 points; care wait times +35%
medium priorityElevated churn propensity
Journey KPIs
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