Decision Intelligence

Customer Experience

Lift NPS and reduce complaint drivers.

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

Mission areas covered:Customer Experience

Stage 11 · Measure Value

Expected value (conditional)

1 records

FY2026: USD 400k

Verified realised value

Not verified

No independently verified measurement

Recorded actuals

Unavailable

No current actual amount recorded

Legacy recorded (excluded)

USD 90k

1 amount(s) excluded from current reporting

Metric / outcome	Value type	Baseline → target KPI	Expected	Actual	Variance	Realization	Status
Care cost reduction via self-service FY2026 · Head of Customer Care Decision: Approve self-service acceleration programme (decide, in progress) · 3 actions	Cost reduced	42 → 55 KPI for: Care cost reduction via self-service	USD 400kConditional projection · Method unavailable	USD 90kLegacy recorded amount — excluded from current reporting	Not verified	Not verified	On track

Metric / outcome

Value type

Baseline → target KPI

Expected

Actual

Variance

Realization

Status

Care cost reduction via self-service

FY2026 · Head of Customer Care

Decision: Approve self-service acceleration programme (decide, in progress) · 3 actions

Cost reduced

42 → 55

KPI for: Care cost reduction via self-service

USD 400kConditional projection · Method unavailable

USD 90kLegacy recorded amount — excluded from current reporting

Not verified

On track

Same value records as the central Value Realization page and Stage 12. Open Value Realization →