Consumer Entity

Persona Data-Driven Questions Across Consumer Lifecycle

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Stage 1: Awareness & Acquisition

1.1 New Property / Moving

CSO Manager

• How many new connection requests came from property owners vs. tenants vs. developers?
• What is the average turnaround time from request → activation by type?
• What % of new applications required re-submission due to missing documents?

Customer Executive

• For how many walk-in applications were documents verified successfully on first attempt?
• What % of branch applicants had to revisit due to incomplete paperwork?

Call Center Rep

• What % of move-in calls were resolved without follow-up?
• How many calls converted into completed applications vs. dropped mid-process?

Recovery Executive

• What % of new applicants had outstanding balances linked to previous accounts in the system?
• How many new customers required deposits due to poor/no credit history?

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1.2 Service Provider Selection

CSO Manager

• How many customers in monopoly vs. competitive vs. NAV areas applied last cycle?
• What is the conversion rate by acquisition channel (municipal referral, online, realtor)?

Customer Executive

• How many walk-ins mentioned competitor information at the counter?
• What % of counter applications were successfully converted same day?

Call Center Rep

• How many callers asked about competitor pricing/service before applying?
• What % of inquiries converted into applications during first call?

Recovery Executive

• What % of competitive-market applicants defaulted in first 6 months vs. monopoly areas?

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1.3 Discovery Methods

CSO Manager

• What % of new customers came through real estate referral vs. online vs. emergency?
• What is the average application completion rate by channel?

Customer Executive

• How many real-estate referral customers completed onboarding in branch without issue?

Call Center Rep

• How many calls came from “emergency need” customers, and how quickly were they activated?

Recovery Executive

• Of emergency-need customers, what % delayed or defaulted on payments in first 3 months?

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Stage 2: Onboarding & Welcome

2.1 Application Methods

CSO Manager

• What % of applications came online, via call center, branch, or mobile app?
• Which method has the lowest drop-off rate before activation?

Customer Executive

• How many branch applications are processed fully on same day vs. pending?

Call Center Rep

• What % of applications initiated by phone were completed digitally vs. abandoned?

Recovery Executive

• Which application method has the highest share of customers needing payment follow-up?

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2.2 Identity Verification

CSO Manager

• What % of applications fail identity verification on first attempt?
• Which method (digital, in-person, docs) has the lowest error rate?

Customer Executive

• How many in-person verifications needed re-check due to missing/incorrect docs?

Call Center Rep

• What % of digital verification attempts fail during call support?

Recovery Executive

• What % of accounts with relaxed verification (e.g., no ID scanned) turned delinquent?

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2.3 Credit & Deposit

CSO Manager

• What % of applicants required deposits, by customer type?
• What is the correlation between deposit collection and default rate?

Customer Executive

• How many deposit payments are collected in-branch vs. pending?

Call Center Rep

• What % of customers agree to deposit during first call vs. after follow-up?

Recovery Executive

• What % of customers default despite paying deposit?
• What % of waived deposits led to delinquency?

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2.4 Service Activation

CSO Manager

• What is the average activation time by type (immediate, scheduled, complex)?
• What % of activations were delayed due to field crew/system issues?

Customer Executive

• How many activations are scheduled successfully at counter vs. pending?

Call Center Rep

• How many customers received real-time activation status updates?

Recovery Executive

• How many activations proceeded before deposit clearance (revenue risk)?

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Stage 3: Usage & Engagement

3.1 Usage Patterns

CSO Manager

• What % of customers show regular vs. irregular vs. high usage?
• How many accounts flagged abnormal usage patterns last cycle?

Customer Executive

• How many branch walk-ins were for bill spikes linked to irregular usage?

Call Center Rep

• How many calls were about consumption anomalies?

Recovery Executive

• How many high-usage accounts went delinquent vs. normal usage accounts?

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3.2 Communication Preferences

CSO Manager

• What % of customers opted for digital vs. traditional channels?
• How many customers unsubscribed from digital alerts last cycle?

Customer Executive

• How many walk-in customers requested paper bills vs. digital switch?

Call Center Rep

• What % of calls were follow-ups due to missed digital notifications?

Recovery Executive

• Which communication method drives the highest response for payment reminders?

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3.3 Account Management

CSO Manager

• What % of service requests are self-service vs. assisted vs. hybrid?
• What % of self-service requests failed and escalated to support?

Customer Executive

• How many assisted-service cases required multiple visits?

Call Center Rep

• What % of calls could have been resolved by self-service?

Recovery Executive

• What % of delinquent accounts had no self-service activity?

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Stage 4: Payment & Re-engagement

4.1 Payment Methods

CSO Manager

• What % of payments come via auto-pay, online, in-person, mobile apps?
• Which channel has lowest collection cost per transaction?

Customer Executive

• How many in-branch payments are processed daily vs. delayed?

Call Center Rep

• What % of payments are successfully processed via IVR/phone?

Recovery Executive

• What % of delinquent accounts eventually paid via auto-pay vs. manual?

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4.2 Billing Cycles

CSO Manager

• What % of customers are on monthly vs. bi-monthly vs. quarterly billing?
• What % of bills are delivered on time across channels?

Customer Executive

• How many walk-ins are for bill clarifications?

Call Center Rep

• How many calls are about missed bills or delayed delivery?

Recovery Executive

• Which billing cycle type shows highest delinquency rates?

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4.3 Payment Assistance

CSO Manager

• What % of customers enrolled in assistance programs?
• What is repayment compliance rate under hardship plans?

Customer Executive

• How many branch customers enrolled in payment plans?

Call Center Rep

• How many calls were resolved via setting up assistance programs?

Recovery Executive

• What % of assistance accounts still went to disconnection?

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Stage 5: Service Disruption & Resolution

5.1 Planned Disruptions

CSO Manager

• How many customers were notified on time before planned outages?
• What % of planned works caused escalated complaints?

Customer Executive

• How many walk-in complaints were about planned disruptions?

Call Center Rep

• How many calls asked about planned maintenance schedules?

Recovery Executive

• What % of delayed payers also complained about service outages?

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5.2 Unplanned Disruptions

CSO Manager

• How many outages occurred last cycle (equipment, weather, third-party)?
• What % of affected customers received updates within SLA?

Customer Executive

• How many in-branch complaints were about unplanned outages?

Call Center Rep

• How many outage-related calls were resolved with real-time updates?

Recovery Executive

• Did outage-affected areas show higher temporary delinquency spikes?

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5.3 Communication During Disruptions

CSO Manager

• What % of customers used outage maps/portals vs. calling in?
• How many customers engaged with social updates during outages?

Customer Executive

• How many walk-in queries were avoided by proactive notifications?

Call Center Rep

• How many repeat calls per customer during one outage?

Recovery Executive

• Did proactive communication reduce late payment excuses linked to outages?

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Stage 6: Loyalty, Renewal & Advocacy

CSO Manager

• What % of customers joined conservation/education/feedback programs?
• What is NPS score trend for engaged vs. non-engaged customers?

Customer Executive

• How many branch customers signed up for loyalty/recognition programs?

Call Center Rep

• How many customers provided feedback during calls?

Recovery Executive

• What % of hardship customers re-engaged successfully vs. churned?

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Stage 7: Attrition / Termination

CSO Manager

• What % of attrition is voluntary vs. non-payment vs. regulatory?
• What % of final bills are collected on time?

Customer Executive

• How many disconnection requests are processed same day?

Call Center Rep

• How many calls are about final settlement & deposit refunds?

Recovery Executive

• What % of terminated accounts left with unpaid balances?
• What % of reconnections are for the same customer vs. new owner?

Persona-Based Metrics & Dimensions Framework

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Stage 1: Awareness & Acquisition

1.1 New Property / Moving

CSO Manager Questions:

How many new connection requests came from property owners vs. tenants vs. developers?

• Dimensions: Customer Type, Time Period, Geographic Region
• Metrics: Count of Connection Requests, % Distribution by Customer Type

What is the average turnaround time from request → activation by type?

• Dimensions: Customer Type, Request Method, Time Period
• Metrics: Average Days to Activation, Median Turnaround Time, 90th Percentile Time

What % of new applications required re-submission due to missing documents?

• Dimensions: Application Channel, Customer Type, Document Type
• Metrics: Re-submission Rate, First-Pass Success Rate, Document Completeness Score

Customer Executive Questions:

For how many walk-in applications were documents verified successfully on first attempt?

• Dimensions: Branch Location, Time Period, Document Type
• Metrics: First-Time Document Verification Success Count, Success Rate %

What % of branch applicants had to revisit due to incomplete paperwork?

• Dimensions: Branch Location, Customer Type, Application Type
• Metrics: Revisit Rate, Application Completion Rate, Average Visits per Application

Call Center Rep Questions:

What % of move-in calls were resolved without follow-up?

• Dimensions: Call Type, Agent ID, Time Period, Customer Segment
• Metrics: First Call Resolution Rate, Follow-up Call Rate, Call Closure Rate

How many calls converted into completed applications vs. dropped mid-process?

• Dimensions: Call Source, Time Period, Agent Performance
• Metrics: Call-to-Application Conversion Rate, Drop-off Rate, Application Completion Rate

Recovery Executive Questions:

What % of new applicants had outstanding balances linked to previous accounts?

• Dimensions: Customer ID History, Account Type, Geographic Region
• Metrics: Prior Balance Rate, Average Outstanding Amount, Collection Success Rate

How many new customers required deposits due to poor/no credit history?

• Dimensions: Credit Score Range, Customer Type, Risk Category
• Metrics: Deposit Requirement Rate, Average Deposit Amount, Credit Assessment Success Rate

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1.2 Service Provider Selection

CSO Manager Questions:

How many customers in monopoly vs. competitive vs. NAV areas applied last cycle?

• Dimensions: Market Type, Geographic Region, Time Period
• Metrics: Application Count by Market Type, Market Share %, Growth Rate by Market

What is the conversion rate by acquisition channel?

• Dimensions: Acquisition Channel, Customer Source, Time Period
• Metrics: Conversion Rate %, Channel Performance Index, Cost per Acquisition

Customer Executive Questions:

How many walk-ins mentioned competitor information at the counter?

• Dimensions: Branch Location, Competitor Name, Time Period
• Metrics: Competitive Inquiry Count, Competitive Pressure Index, Win Rate vs. Competitors

What % of counter applications were successfully converted same day?

• Dimensions: Branch Location, Application Type, Staff Performance
• Metrics: Same-Day Conversion Rate, Processing Efficiency Score, Counter Completion Rate

Call Center Rep Questions:

How many callers asked about competitor pricing/service before applying?

• Dimensions: Call Type, Competitor Reference, Time Period
• Metrics: Competitive Inquiry Rate, Price Comparison Request Count, Competitive Intelligence Index

What % of inquiries converted into applications during first call?

• Dimensions: Call Source, Agent Performance, Customer Segment
• Metrics: Inquiry-to-Application Conversion Rate, First Call Conversion Rate, Lead Quality Score

Recovery Executive Questions:

What % of competitive-market applicants defaulted in first 6 months vs. monopoly areas?

• Dimensions: Market Type, Time Since Activation, Customer Risk Profile
• Metrics: Early Default Rate, Market-Based Risk Score, Payment Reliability Index

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1.3 Discovery Methods

CSO Manager Questions:

What % of new customers came through real estate referral vs. online vs. emergency?

• Dimensions: Acquisition Channel, Customer Source, Time Period
• Metrics: Channel Distribution %, Customer Acquisition Volume, Channel Growth Rate

What is the average application completion rate by channel?

• Dimensions: Acquisition Channel, Application Type, Time Period
• Metrics: Application Completion Rate, Channel Effectiveness Score, Drop-off Rate by Stage

Customer Executive Questions:

How many real-estate referral customers completed onboarding in branch without issue?

• Dimensions: Referral Source, Branch Location, Onboarding Stage
• Metrics: Seamless Onboarding Count, Success Rate %, Issue-Free Processing Rate

Call Center Rep Questions:

How many calls came from "emergency need" customers, and how quickly were they activated?

• Dimensions: Call Urgency, Service Type, Time Period
• Metrics: Emergency Call Volume, Emergency Activation Time, Urgent Request Resolution Rate

Recovery Executive Questions:

Of emergency-need customers, what % delayed or defaulted on payments in first 3 months?

• Dimensions: Customer Urgency Profile, Payment History, Time Since Activation
• Metrics: Early Payment Default Rate, Emergency Customer Risk Score, Payment Compliance Rate

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Stage 2: Onboarding & Welcome

2.1 Application Methods

CSO Manager Questions:

What % of applications came online, via call center, branch, or mobile app?

• Dimensions: Application Channel, Time Period, Customer Segment
• Metrics: Channel Distribution %, Application Volume by Channel, Channel Preference Index

Which method has the lowest drop-off rate before activation?

• Dimensions: Application Channel, Drop-off Stage, Customer Type
• Metrics: Drop-off Rate %, Channel Completion Rate, Activation Success Rate

Customer Executive Questions:

How many branch applications are processed fully on same day vs. pending?

• Dimensions: Branch Location, Processing Date, Application Complexity
• Metrics: Same-Day Processing Count, Processing Efficiency Rate, Pending Application Volume

Call Center Rep Questions:

What % of applications initiated by phone were completed digitally vs. abandoned?

• Dimensions: Call-to-Digital Journey, Customer Segment, Time Period
• Metrics: Digital Completion Rate, Abandonment Rate, Channel Migration Success Rate

Recovery Executive Questions:

Which application method has the highest share of customers needing payment follow-up?

• Dimensions: Application Channel, Payment Behavior, Customer Risk Profile
• Metrics: Payment Follow-up Rate by Channel, Channel Risk Score, Collection Success Rate

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2.2 Identity Verification

CSO Manager Questions:

What % of applications fail identity verification on first attempt?

• Dimensions: Verification Method, Customer Type, Document Type
• Metrics: First-Attempt Failure Rate, Verification Success Rate, Re-verification Rate

Which method has the lowest error rate?

• Dimensions: Verification Method, Error Type, Time Period
• Metrics: Error Rate by Method, Verification Accuracy Score, Method Efficiency Index

Customer Executive Questions:

How many in-person verifications needed re-check due to missing/incorrect docs?

• Dimensions: Branch Location, Document Type, Verification Stage
• Metrics: Re-check Requirement Count, Document Accuracy Rate, Verification Efficiency Score

Call Center Rep Questions:

What % of digital verification attempts fail during call support?

• Dimensions: Digital Platform, Call Support Type, Customer Segment
• Metrics: Digital Verification Failure Rate, Call-Assisted Success Rate, Technical Issue Rate

Recovery Executive Questions:

What % of accounts with relaxed verification turned delinquent?

• Dimensions: Verification Level, Risk Category, Payment History
• Metrics: Delinquency Rate by Verification Type, Risk-Adjusted Default Rate, Verification Impact Score

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2.3 Credit & Deposit

CSO Manager Questions:

What % of applicants required deposits, by customer type?

• Dimensions: Customer Type, Credit Score Range, Risk Category
• Metrics: Deposit Requirement Rate, Average Deposit Amount, Risk Assessment Distribution

What is the correlation between deposit collection and default rate?

• Dimensions: Deposit Status, Payment History, Customer Risk Profile
• Metrics: Default Rate by Deposit Status, Deposit Effectiveness Score, Risk Mitigation Index

Customer Executive Questions:

How many deposit payments are collected in-branch vs. pending?

• Dimensions: Branch Location, Payment Method, Collection Status
• Metrics: In-Branch Collection Count, Collection Efficiency Rate, Pending Deposit Volume

Call Center Rep Questions:

What % of customers agree to deposit during first call vs. after follow-up?

• Dimensions: Call Outcome, Customer Response, Follow-up Requirement
• Metrics: First-Call Deposit Agreement Rate, Follow-up Conversion Rate, Deposit Acceptance Timeline

Recovery Executive Questions:

What % of customers default despite paying deposit?

• Dimensions: Deposit Amount, Payment History, Customer Risk Score
• Metrics: Post-Deposit Default Rate, Deposit Effectiveness Index, Risk Prediction Accuracy

What % of waived deposits led to delinquency?

• Dimensions: Waiver Reason, Customer Segment, Risk Assessment
• Metrics: Waived Deposit Delinquency Rate, Waiver Impact Score, Risk Override Success Rate

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2.4 Service Activation

CSO Manager Questions:

What is the average activation time by type?

• Dimensions: Activation Type, Service Complexity, Geographic Region
• Metrics: Average Activation Days, Median Activation Time, Activation Time Distribution

What % of activations were delayed due to field crew/system issues?

• Dimensions: Delay Reason, Service Type, Time Period
• Metrics: Activation Delay Rate, System Issue Rate, Field Crew Efficiency Score

Customer Executive Questions:

How many activations are scheduled successfully at counter vs. pending?

• Dimensions: Branch Location, Scheduling Success, Service Type
• Metrics: Counter Scheduling Success Count, Scheduling Efficiency Rate, Pending Activation Volume

Call Center Rep Questions:

How many customers received real-time activation status updates?

• Dimensions: Communication Channel, Update Type, Customer Segment
• Metrics: Real-Time Update Delivery Count, Communication Success Rate, Customer Notification Score

Recovery Executive Questions:

How many activations proceeded before deposit clearance?

• Dimensions: Deposit Status, Service Type, Risk Level
• Metrics: Pre-Clearance Activation Count, Revenue Risk Exposure, Collection Success Rate

Stage 3: Usage & Engagement

3.1 Usage Patterns

CSO Manager Questions:

What % of customers show regular vs. irregular vs. high usage?

• Dimensions: Usage Pattern Category, Customer Segment, Time Period
• Metrics: Usage Pattern Distribution %, Consumption Variance Score, Usage Regularity Index

How many accounts flagged abnormal usage patterns last cycle?

• Dimensions: Anomaly Type, Detection Method, Customer Type
• Metrics: Anomaly Detection Count, False Positive Rate, Usage Monitoring Effectiveness

Customer Executive Questions:

How many branch walk-ins were for bill spikes linked to irregular usage?

• Dimensions: Branch Location, Bill Inquiry Type, Usage Anomaly
• Metrics: Usage-Related Inquiry Count, Bill Spike Investigation Rate, Usage Explanation Success Rate

Call Center Rep Questions:

How many calls were about consumption anomalies?

• Dimensions: Call Type, Anomaly Category, Resolution Status
• Metrics: Anomaly Call Volume, Call Resolution Rate, Customer Satisfaction Score

Recovery Executive Questions:

How many high-usage accounts went delinquent vs. normal usage accounts?

• Dimensions: Usage Level, Payment Status, Customer Risk Profile
• Metrics: Delinquency Rate by Usage Level, High-Usage Risk Score, Payment Correlation Index

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3.2 Communication Preferences

CSO Manager Questions:

What % of customers opted for digital vs. traditional channels?

• Dimensions: Communication Channel Preference, Customer Segment, Time Period
• Metrics: Channel Preference Distribution %, Digital Adoption Rate, Channel Migration Rate

How many customers unsubscribed from digital alerts last cycle?

• Dimensions: Alert Type, Unsubscribe Reason, Customer Segment
• Metrics: Digital Alert Unsubscribe Count, Unsubscribe Rate, Alert Effectiveness Score

Customer Executive Questions:

How many walk-in customers requested paper bills vs. digital switch?

• Dimensions: Branch Location, Bill Preference, Customer Segment
• Metrics: Paper Bill Request Count, Digital Switch Rate, Channel Preference Change Rate

Call Center Rep Questions:

What % of calls were follow-ups due to missed digital notifications?

• Dimensions: Notification Type, Delivery Status, Customer Response
• Metrics: Missed Notification Follow-up Rate, Digital Communication Failure Rate, Notification Effectiveness Score

Recovery Executive Questions:

Which communication method drives the highest response for payment reminders?

• Dimensions: Communication Channel, Reminder Type, Payment Response
• Metrics: Payment Response Rate by Channel, Channel Effectiveness Score, Collection Communication Index

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3.3 Account Management

CSO Manager Questions:

What % of service requests are self-service vs. assisted vs. hybrid?

• Dimensions: Service Request Type, Resolution Channel, Customer Segment
• Metrics: Service Channel Distribution %, Self-Service Adoption Rate, Channel Efficiency Score

What % of self-service requests failed and escalated to support?

• Dimensions: Self-Service Type, Failure Reason, Escalation Path
• Metrics: Self-Service Failure Rate, Escalation Rate, Digital Service Success Score

Customer Executive Questions:

How many assisted-service cases required multiple visits?

• Dimensions: Service Type, Case Complexity, Branch Location
• Metrics: Multi-Visit Case Count, Case Resolution Efficiency, Service Completion Rate

Call Center Rep Questions:

What % of calls could have been resolved by self-service?

• Dimensions: Call Type, Self-Service Availability, Customer Capability
• Metrics: Self-Service Deflection Opportunity Rate, Channel Optimization Score, Call Reduction Potential

Recovery Executive Questions:

What % of delinquent accounts had no self-service activity?

• Dimensions: Self-Service Engagement, Payment Status, Customer Digital Behavior
• Metrics: Self-Service Engagement Rate, Digital Engagement vs. Payment Correlation, Service Activity Score

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Stage 4: Payment & Re-engagement

4.1 Payment Methods

CSO Manager Questions:

What % of payments come via auto-pay, online, in-person, mobile apps?

• Dimensions: Payment Channel, Customer Segment, Time Period
• Metrics: Payment Channel Distribution %, Digital Payment Adoption Rate, Channel Growth Rate

Which channel has lowest collection cost per transaction?

• Dimensions: Payment Channel, Transaction Cost, Volume
• Metrics: Cost per Transaction, Channel Efficiency Score, Collection Cost Index

Customer Executive Questions:

How many in-branch payments are processed daily vs. delayed?

• Dimensions: Branch Location, Payment Processing Status, Time Period
• Metrics: Daily Payment Processing Count, Processing Delay Rate, Branch Payment Efficiency

Call Center Rep Questions:

What % of payments are successfully processed via IVR/phone?

• Dimensions: Payment Method, Success Status, Customer Segment
• Metrics: IVR Payment Success Rate, Phone Payment Processing Rate, Automated Payment Effectiveness

Recovery Executive Questions:

What % of delinquent accounts eventually paid via auto-pay vs. manual?

• Dimensions: Payment Recovery Method, Delinquency Status, Customer Behavior
• Metrics: Recovery Payment Method Distribution, Auto-Pay Conversion Rate, Payment Behavior Change Rate

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4.2 Billing Cycles

CSO Manager Questions:

What % of customers are on monthly vs. bi-monthly vs. quarterly billing?

• Dimensions: Billing Cycle Type, Customer Segment, Service Type
• Metrics: Billing Cycle Distribution %, Cycle Preference Rate, Billing Frequency Impact

What % of bills are delivered on time across channels?

• Dimensions: Delivery Channel, Timeliness, Geographic Region
• Metrics: On-Time Delivery Rate, Delivery Performance Score, Channel Reliability Index

Customer Executive Questions:

How many walk-ins are for bill clarifications?

• Dimensions: Branch Location, Inquiry Type, Bill Complexity
• Metrics: Bill Clarification Inquiry Count, Bill Understanding Rate, Clarification Success Rate

Call Center Rep Questions:

How many calls are about missed bills or delayed delivery?

• Dimensions: Call Type, Delivery Issue, Customer Segment
• Metrics: Bill Delivery Issue Call Count, Delivery Problem Rate, Resolution Success Rate

Recovery Executive Questions:

Which billing cycle type shows highest delinquency rates?

• Dimensions: Billing Cycle, Payment Status, Customer Risk Profile
• Metrics: Delinquency Rate by Billing Cycle, Payment Timing Impact, Cycle Risk Score

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4.3 Payment Assistance

CSO Manager Questions:

What % of customers enrolled in assistance programs?

• Dimensions: Program Type, Customer Eligibility, Time Period
• Metrics: Assistance Program Enrollment Rate, Program Utilization Rate, Assistance Coverage Score

What is repayment compliance rate under hardship plans?

• Dimensions: Hardship Plan Type, Compliance Status, Customer Profile
• Metrics: Hardship Plan Compliance Rate, Repayment Success Rate, Plan Effectiveness Score

Customer Executive Questions:

How many branch customers enrolled in payment plans?

• Dimensions: Branch Location, Plan Type, Customer Segment
• Metrics: In-Branch Payment Plan Enrollment Count, Plan Signup Rate, Branch Assistance Effectiveness

Call Center Rep Questions:

How many calls were resolved via setting up assistance programs?

• Dimensions: Call Resolution Type, Program Type, Customer Eligibility
• Metrics: Assistance Program Resolution Count, Program Setup Success Rate, Call Resolution via Assistance Rate

Recovery Executive Questions:

What % of assistance accounts still went to disconnection?

• Dimensions: Assistance Program Type, Disconnection Status, Compliance History
• Metrics: Assistance Program Failure Rate, Disconnection Despite Assistance Rate, Program Effectiveness Index

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Stage 5: Service Disruption & Resolution

5.1 Planned Disruptions

CSO Manager Questions:

How many customers were notified on time before planned outages?

• Dimensions: Notification Channel, Timeliness, Geographic Region
• Metrics: On-Time Notification Count, Notification Coverage Rate, Communication Effectiveness Score

What % of planned works caused escalated complaints?

• Dimensions: Work Type, Complaint Escalation, Customer Impact
• Metrics: Planned Work Complaint Rate, Escalation Rate, Customer Satisfaction Impact

Customer Executive Questions:

How many walk-in complaints were about planned disruptions?

• Dimensions: Branch Location, Complaint Type, Disruption Category
• Metrics: Planned Disruption Complaint Count, Branch Complaint Rate, Disruption Impact Score

Call Center Rep Questions:

How many calls asked about planned maintenance schedules?

• Dimensions: Call Type, Maintenance Category, Information Request
• Metrics: Maintenance Inquiry Call Count, Schedule Information Request Rate, Proactive Communication Gap

Recovery Executive Questions:

What % of delayed payers also complained about service outages?

• Dimensions: Payment Status, Service Complaint, Correlation Analysis
• Metrics: Payment Delay + Complaint Correlation Rate, Service Impact on Payment Score, Complaint-Payment Link Index

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5.2 Unplanned Disruptions

CSO Manager Questions:

How many outages occurred last cycle?

• Dimensions: Outage Type, Cause Category, Geographic Impact
• Metrics: Outage Count, Outage Frequency Rate, System Reliability Score

What % of affected customers received updates within SLA?

• Dimensions: Communication SLA, Update Delivery, Customer Segment
• Metrics: SLA Compliance Rate, Update Delivery Success Rate, Communication Effectiveness Score

Customer Executive Questions:

How many in-branch complaints were about unplanned outages?

• Dimensions: Branch Location, Complaint Type, Outage Impact
• Metrics: Unplanned Outage Complaint Count, Branch Impact Score, Service Recovery Rate

Call Center Rep Questions:

How many outage-related calls were resolved with real-time updates?

• Dimensions: Call Type, Resolution Method, Update Availability
• Metrics: Real-Time Resolution Count, Outage Call Resolution Rate, Information Availability Score

Recovery Executive Questions:

Did outage-affected areas show higher temporary delinquency spikes?

• Dimensions: Geographic Region, Outage Impact, Payment Timing
• Metrics: Outage-Related Delinquency Spike Rate, Service Impact on Payment Score, Recovery Timeline Index

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5.3 Communication During Disruptions

CSO Manager Questions:

What % of customers used outage maps/portals vs. calling in?

• Dimensions: Information Channel Usage, Customer Segment, Disruption Type
• Metrics: Self-Service Information Usage Rate, Channel Preference During Outages, Information Accessibility Score

How many customers engaged with social updates during outages?

• Dimensions: Social Media Platform, Engagement Type, Customer Segment
• Metrics: Social Media Engagement Count, Social Communication Effectiveness, Digital Engagement Rate

Customer Executive Questions:

How many walk-in queries were avoided by proactive notifications?

• Dimensions: Proactive Communication, Query Prevention, Branch Location
• Metrics: Query Avoidance Count, Proactive Communication Effectiveness, Branch Traffic Reduction Rate

Call Center Rep Questions:

How many repeat calls per customer during one outage?

• Dimensions: Call Frequency, Customer ID, Outage Duration
• Metrics: Repeat Call Rate, Customer Communication Satisfaction, Information Adequacy Score

Recovery Executive Questions:

Did proactive communication reduce late payment excuses linked to outages?

• Dimensions: Communication Quality, Payment Excuse Rate, Service Impact
• Metrics: Excuse Reduction Rate, Communication Impact on Payment, Service Recovery Effectiveness

Stage 6: Loyalty, Renewal & Advocacy

CSO Manager Questions:

What % of customers joined conservation/education/feedback programs?

• Dimensions: Program Type, Customer Segment, Participation Level
• Metrics: Program Participation Rate, Engagement Level Score, Program Effectiveness Index

What is NPS score trend for engaged vs. non-engaged customers?

• Dimensions: Engagement Level, Customer Segment, Time Period
• Metrics: Net Promoter Score, Engagement Impact on NPS, Customer Loyalty Index

Customer Executive Questions:

How many branch customers signed up for loyalty/recognition programs?

• Dimensions: Branch Location, Program Type, Customer Segment
• Metrics: Branch-Based Loyalty Signup Count, Program Enrollment Rate, Branch Engagement Effectiveness

Call Center Rep Questions:

How many customers provided feedback during calls?

• Dimensions: Feedback Type, Call Category, Customer Willingness
• Metrics: Feedback Provision Rate, Customer Engagement Score, Feedback Quality Index

Recovery Executive Questions:

What % of hardship customers re-engaged successfully vs. churned?

• Dimensions: Hardship Status, Re-engagement Success, Customer Journey
• Metrics: Hardship Customer Recovery Rate, Re-engagement Success Score, Customer Retention After Hardship

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Stage 7: Attrition / Termination

CSO Manager Questions:

What % of attrition is voluntary vs. non-payment vs. regulatory?

• Dimensions: Attrition Reason, Customer Type, Time Period
• Metrics: Attrition Reason Distribution %, Voluntary Churn Rate, Involuntary Disconnection Rate

What % of final bills are collected on time?

• Dimensions: Final Bill Status, Collection Method, Customer Segment
• Metrics: Final Bill Collection Rate, Collection Timeliness Score, Revenue Recovery Rate

Customer Executive Questions:

How many disconnection requests are processed same day?

• Dimensions: Branch Location, Processing Speed, Request Type
• Metrics: Same-Day Processing Count, Disconnection Processing Efficiency, Service Termination Rate

Call Center Rep Questions:

How many calls are about final settlement & deposit refunds?

• Dimensions: Call Type, Settlement Status, Customer Segment
• Metrics: Settlement Call Count, Deposit Refund Processing Rate, Final Account Resolution Score

Recovery Executive Questions:

What % of terminated accounts left with unpaid balances?

• Dimensions: Termination Type, Balance Status, Collection Effort
• Metrics: Unpaid Balance Rate at Termination, Bad Debt Rate, Final Collection Success Rate

What % of reconnections are for the same customer vs. new owner?

• Dimensions: Reconnection Type, Customer Identity, Property Status
• Metrics: Same-Customer Reconnection Rate, New Owner Connection Rate, Customer Return Score

Master List: Dimensions & Metrics with Question Mapping

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UNIQUE DIMENSIONS WITH QUESTION REFERENCES

A

1. Agent ID
   • Used in: "What % of inquiries converted into applications during first call?" (Call Center Rep)
2. Agent Performance
   • Used in: "How many calls converted into completed applications vs. dropped mid-process?" (Call Center Rep)
   • Used in: "What % of inquiries converted into applications during first call?" (Call Center Rep)
3. Alert Type
   • Used in: "How many customers unsubscribed from digital alerts last cycle?" (CSO Manager)
4. Anomaly Category
   • Used in: "How many calls were about consumption anomalies?" (Call Center Rep)
5. Anomaly Type
   • Used in: "How many accounts flagged abnormal usage patterns last cycle?" (CSO Manager)
6. Application Channel
   • Used in: "What % of applications came online, via call center, branch, or mobile app?" (CSO Manager)
   • Used in: "Which method has the lowest drop-off rate before activation?" (CSO Manager)
   • Used in: "Which application method has the highest share of customers needing payment follow-up?" (Recovery Executive)
7. Application Complexity
   • Used in: "How many branch applications are processed fully on same day vs. pending?" (Customer Executive)
8. Application Type
   • Used in: "What % of branch applicants had to revisit due to incomplete paperwork?" (Customer Executive)
   • Used in: "How many branch applications are processed fully on same day vs. pending?" (Customer Executive)
9. Acquisition Channel
   • Used in: "What is the conversion rate by acquisition channel?" (CSO Manager)
   • Used in: "What % of new customers came through real estate referral vs. online vs. emergency?" (CSO Manager)
   • Used in: "What is the average application completion rate by channel?" (CSO Manager)

B

1. Balance Status
   • Used in: "What % of terminated accounts left with unpaid balances?" (Recovery Executive)
2. Bill Complexity
   • Used in: "How many walk-ins are for bill clarifications?" (Customer Executive)
3. Bill Inquiry Type
   • Used in: "How many branch walk-ins were for bill spikes linked to irregular usage?" (Customer Executive)
4. Bill Preference
   • Used in: "How many walk-in customers requested paper bills vs. digital switch?" (Customer Executive)
5. Billing Cycle
   • Used in: "Which billing cycle type shows highest delinquency rates?" (Recovery Executive)
6. Billing Cycle Type
   • Used in: "What % of customers are on monthly vs. bi-monthly vs. quarterly billing?" (CSO Manager)
7. Branch Location
   • Used in: Multiple questions across Customer Executive persona (e.g., "How many walk-in applications were documents verified successfully on first attempt?")

C

1. Call Category
   • Used in: "How many customers provided feedback during calls?" (Call Center Rep)
2. Call Frequency
   • Used in: "How many repeat calls per customer during one outage?" (Call Center Rep)
3. Call Outcome
   • Used in: "What % of customers agree to deposit during first call vs. after follow-up?" (Call Center Rep)
4. Call Source
   • Used in: "How many calls converted into completed applications vs. dropped mid-process?" (Call Center Rep)
   • Used in: "What % of inquiries converted into applications during first call?" (Call Center Rep)
5. Call Support Type
   • Used in: "What % of digital verification attempts fail during call support?" (Call Center Rep)
6. Call Type
   • Used in: "What % of move-in calls were resolved without follow-up?" (Call Center Rep)
   • Used in: "How many calls were about consumption anomalies?" (Call Center Rep)
   • Used in: "How many calls are about final settlement & deposit refunds?" (Call Center Rep)
7. Call Urgency
   • Used in: "How many calls came from 'emergency need' customers?" (Call Center Rep)
8. Call-to-Digital Journey
   • Used in: "What % of applications initiated by phone were completed digitally vs. abandoned?" (Call Center Rep)
9. Case Complexity
   • Used in: "How many assisted-service cases required multiple visits?" (Customer Executive)
10. Cause Category
    • Used in: "How many outages occurred last cycle (equipment, weather, third-party)?" (CSO Manager)
11. Channel Preference
    • Used in: "What % of customers used outage maps/portals vs. calling in?" (CSO Manager)
12. Collection Effort
    • Used in: "What % of terminated accounts left with unpaid balances?" (Recovery Executive)
13. Collection Method
    • Used in: "What % of final bills are collected on time?" (CSO Manager)
14. Collection Status
    • Used in: "How many deposit payments are collected in-branch vs. pending?" (Customer Executive)

C (continued)

1. Communication Channel
   • Used in: "How many customers received real-time activation status updates?" (Call Center Rep)
2. Communication Channel Preference
   • Used in: "What % of customers opted for digital vs. traditional channels?" (CSO Manager)
3. Communication Quality
   • Used in: "Did proactive communication reduce late payment excuses linked to outages?" (Recovery Executive)
4. Communication SLA
   • Used in: "What % of affected customers received updates within SLA?" (CSO Manager)
5. Competitive Pressure
   • Used in: "How many walk-ins mentioned competitor information at the counter?" (Customer Executive)
6. Competitor Name
   • Used in: "How many walk-ins mentioned competitor information at the counter?" (Customer Executive)
7. Competitor Reference
   • Used in: "How many callers asked about competitor pricing/service before applying?" (Call Center Rep)
8. Complaint Escalation
   • Used in: "What % of planned works caused escalated complaints?" (CSO Manager)
9. Complaint Type
   • Used in: "How many walk-in complaints were about planned disruptions?" (Customer Executive)
   • Used in: "How many in-branch complaints were about unplanned outages?" (Customer Executive)
10. Compliance History
    • Used in: "What % of assistance accounts still went to disconnection?" (Recovery Executive)
11. Compliance Status
    • Used in: "What is repayment compliance rate under hardship plans?" (CSO Manager)
12. Consumption Variance
    • Used in: "What % of customers show regular vs. irregular vs. high usage?" (CSO Manager)
13. Credit Score Range
    • Used in: "How many new customers required deposits due to poor/no credit history?" (Recovery Executive)
    • Used in: "What % of applicants required deposits, by customer type?" (CSO Manager)
14. Customer Behavior
    • Used in: "What % of delinquent accounts eventually paid via auto-pay vs. manual?" (Recovery Executive)
15. Customer Capability
    • Used in: "What % of calls could have been resolved by self-service?" (Call Center Rep)
16. Customer Digital Behavior
    • Used in: "What % of delinquent accounts had no self-service activity?" (Recovery Executive)
17. Customer Eligibility
    • Used in: "What % of customers enrolled in assistance programs?" (CSO Manager)
    • Used in: "How many calls were resolved via setting up assistance programs?" (Call Center Rep)
18. Customer ID
    • Used in: "How many repeat calls per customer during one outage?" (Call Center Rep)
19. Customer ID History
    • Used in: "What % of new applicants had outstanding balances linked to previous accounts?" (Recovery Executive)
20. Customer Identity
    • Used in: "What % of reconnections are for the same customer vs. new owner?" (Recovery Executive)

C-D-E

1. Customer Impact
   • Used in: "What % of planned works caused escalated complaints?" (CSO Manager)
2. Customer Profile
   • Used in: "What is repayment compliance rate under hardship plans?" (CSO Manager)
3. Customer Response
   • Used in: "What % of customers agree to deposit during first call vs. after follow-up?" (Call Center Rep)
4. Customer Risk Profile
   • Used in: "What % of competitive-market applicants defaulted in first 6 months vs. monopoly areas?" (Recovery Executive)
   • Used in: "Which application method has the highest share of customers needing payment follow-up?" (Recovery Executive)
5. Customer Risk Score
   • Used in: "What % of customers default despite paying deposit?" (Recovery Executive)
6. Customer Segment
   • Used in: Multiple questions across all personas for segmentation analysis
7. Customer Source
   • Used in: "What is the conversion rate by acquisition channel?" (CSO Manager)
8. Customer Type
   • Used in: "How many new connection requests came from property owners vs. tenants vs. developers?" (CSO Manager)
   • Used in: "What is the average turnaround time from request → activation by type?" (CSO Manager)
   • Used in: "What % of applicants required deposits, by customer type?" (CSO Manager)
9. Customer Urgency Profile
   • Used in: "Of emergency-need customers, what % delayed or defaulted on payments in first 3 months?" (Recovery Executive)
10. Customer Willingness
    • Used in: "How many customers provided feedback during calls?" (Call Center Rep)
11. Delinquency Status
    • Used in: "What % of delinquent accounts eventually paid via auto-pay vs. manual?" (Recovery Executive)
12. Delivery Channel
    • Used in: "What % of bills are delivered on time across channels?" (CSO Manager)
13. Delivery Issue
    • Used in: "How many calls are about missed bills or delayed delivery?" (Call Center Rep)
14. Delivery Status
    • Used in: "What % of calls were follow-ups due to missed digital notifications?" (Call Center Rep)
15. Deposit Amount
    • Used in: "What % of customers default despite paying deposit?" (Recovery Executive)
16. Deposit Status
    • Used in: "What is the correlation between deposit collection and default rate?" (CSO Manager)
    • Used in: "How many activations proceeded before deposit clearance?" (Recovery Executive)
17. Detection Method
    • Used in: "How many accounts flagged abnormal usage patterns last cycle?" (CSO Manager)
18. Digital Engagement
    • Used in: "What % of delinquent accounts had no self-service activity?" (Recovery Executive)
19. Digital Platform
    • Used in: "What % of digital verification attempts fail during call support?" (Call Center Rep)
20. Disconnection Status
    • Used in: "What % of assistance accounts still went to disconnection?" (Recovery Executive)
21. Document Type
    • Used in: "What % of new applications required re-submission due to missing documents?" (CSO Manager)
    • Used in: "For how many walk-in applications were documents verified successfully on first attempt?" (Customer Executive)
22. Drop-off Stage
    • Used in: "Which method has the lowest drop-off rate before activation?" (CSO Manager)

E-F-G-H-I

1. Eligibility
   • Used in: "How many calls were resolved via setting up assistance programs?" (Call Center Rep)
2. Engagement Level
   • Used in: "What is NPS score trend for engaged vs. non-engaged customers?" (CSO Manager)
3. Engagement Type
   • Used in: "How many customers engaged with social updates during outages?" (CSO Manager)
4. Error Type
   • Used in: "Which method (digital, in-person, docs) has the lowest error rate?" (CSO Manager)
5. Escalation Path
   • Used in: "What % of self-service requests failed and escalated to support?" (CSO Manager)
6. Failure Reason
   • Used in: "What % of self-service requests failed and escalated to support?" (CSO Manager)
7. Feedback Type
   • Used in: "How many customers provided feedback during calls?" (Call Center Rep)
8. Field Crew Performance
   • Used in: "What % of activations were delayed due to field crew/system issues?" (CSO Manager)
9. Final Bill Status
   • Used in: "What % of final bills are collected on time?" (CSO Manager)
10. Follow-up Requirement
    • Used in: "What % of customers agree to deposit during first call vs. after follow-up?" (Call Center Rep)
11. Geographic Impact
    • Used in: "How many outages occurred last cycle?" (CSO Manager)
12. Geographic Region
    • Used in: Multiple questions for regional analysis across all personas
13. Hardship Plan Type
    • Used in: "What is repayment compliance rate under hardship plans?" (CSO Manager)
14. Hardship Status
    • Used in: "What % of hardship customers re-engaged successfully vs. churned?" (Recovery Executive)
15. Information Request
    • Used in: "How many calls asked about planned maintenance schedules?" (Call Center Rep)
16. Inquiry Type
    • Used in: "How many walk-ins are for bill clarifications?" (Customer Executive)

M-N-O-P

1. Maintenance Category
   • Used in: "How many calls asked about planned maintenance schedules?" (Call Center Rep)
2. Market Type
   • Used in: "How many customers in monopoly vs. competitive vs. NAV areas applied last cycle?" (CSO Manager)
   • Used in: "What % of competitive-market applicants defaulted in first 6 months vs. monopoly areas?" (Recovery Executive)
3. Notification Channel
   • Used in: "How many customers were notified on time before planned outages?" (CSO Manager)
4. Notification Type
   • Used in: "What % of calls were follow-ups due to missed digital notifications?" (Call Center Rep)
5. Onboarding Stage
   • Used in: "How many real-estate referral customers completed onboarding in branch without issue?" (Customer Executive)
6. Outage Duration
   • Used in: "How many repeat calls per customer during one outage?" (Call Center Rep)
7. Outage Impact
   • Used in: "How many in-branch complaints were about unplanned outages?" (Customer Executive)
8. Outage Type
   • Used in: "How many outages occurred last cycle?" (CSO Manager)
9. Participation Level
   • Used in: "What % of customers joined conservation/education/feedback programs?" (CSO Manager)
10. Payment Behavior
    • Used in: "Which application method has the highest share of customers needing payment follow-up?" (Recovery Executive)
11. Payment Channel
    • Used in: "What % of payments come via auto-pay, online, in-person, mobile apps?" (CSO Manager)
12. Payment Excuse Rate
    • Used in: "Did proactive communication reduce late payment excuses linked to outages?" (Recovery Executive)

P (continued) - R-S

1. Payment History
   • Used in: "What is the correlation between deposit collection and default rate?" (CSO Manager)
   • Used in: "Of emergency-need customers, what % delayed or defaulted on payments in first 3 months?" (Recovery Executive)
2. Payment Method
   • Used in: "How many deposit payments are collected in-branch vs. pending?" (Customer Executive)
3. Payment Processing Status
   • Used in: "How many in-branch payments are processed daily vs. delayed?" (Customer Executive)
4. Payment Recovery Method
   • Used in: "What % of delinquent accounts eventually paid via auto-pay vs. manual?" (Recovery Executive)
5. Payment Response
   • Used in: "Which communication method drives the highest response for payment reminders?" (Recovery Executive)
6. Payment Status
   • Used in: Multiple questions across Recovery Executive persona
7. Payment Timing
   • Used in: "Did outage-affected areas show higher temporary delinquency spikes?" (Recovery Executive)
8. Plan Type
   • Used in: "How many branch customers enrolled in payment plans?" (Customer Executive)
9. Processing Date
   • Used in: "How many branch applications are processed fully on same day vs. pending?" (Customer Executive)
10. Processing Speed
    • Used in: "How many disconnection requests are processed same day?" (Customer Executive)
11. Program Type
    • Used in: "What % of customers enrolled in assistance programs?" (CSO Manager)
    • Used in: "What % of customers joined conservation/education/feedback programs?" (CSO Manager)
12. Property Status
    • Used in: "What % of reconnections are for the same customer vs. new owner?" (Recovery Executive)
13. Quality Score Categories
    • Used in: Multiple questions for quality assessment across personas
14. Re-engagement Success
    • Used in: "What % of hardship customers re-engaged successfully vs. churned?" (Recovery Executive)
15. Reconnection Type
    • Used in: "What % of reconnections are for the same customer vs. new owner?" (Recovery Executive)
16. Referral Source
    • Used in: "How many real-estate referral customers completed onboarding in branch without issue?" (Customer Executive)
17. Reminder Type
    • Used in: "Which communication method drives the highest response for payment reminders?" (Recovery Executive)
18. Request Method
    • Used in: "What is the average turnaround time from request → activation by type?" (CSO Manager)
19. Request Type
    • Used in: "How many disconnection requests are processed same day?" (Customer Executive)
20. Resolution Channel
    • Used in: "What % of service requests are self-service vs. assisted vs. hybrid?" (CSO Manager)
21. Resolution Method
    • Used in: "How many outage-related calls were resolved with real-time updates?" (Call Center Rep)
22. Resolution Status
    • Used in: "How many calls were about consumption anomalies?" (Call Center Rep)
23. Risk Assessment
    • Used in: "What % of waived deposits led to delinquency?" (Recovery Executive)
24. Risk Category
    • Used in: "How many new customers required deposits due to poor/no credit history?" (Recovery Executive)
25. Risk Level
    • Used in: "How many activations proceeded before deposit clearance?" (Recovery Executive)
26. Satisfaction Levels
    • Used in: Multiple questions for satisfaction measurement across personas
27. Scheduling Success
    • Used in: "How many activations are scheduled successfully at counter vs. pending?" (Customer Executive)
28. Self-Service Availability
    • Used in: "What % of calls could have been resolved by self-service?" (Call Center Rep)
29. Self-Service Engagement
    • Used in: "What % of delinquent accounts had no self-service activity?" (Recovery Executive)
30. Self-Service Type
    • Used in: "What % of self-service requests failed and escalated to support?" (CSO Manager)

S (continued) - T-U-V-W

1. Service Channel
   • Used in: "What % of service requests are self-service vs. assisted vs. hybrid?" (CSO Manager)
2. Service Complaint
   • Used in: "What % of delayed payers also complained about service outages?" (Recovery Executive)
3. Service Complexity
   • Used in: "What is the average activation time by type?" (CSO Manager)
4. Service Impact
   • Used in: "Did proactive communication reduce late payment excuses linked to outages?" (Recovery Executive)
5. Service Request Type
   • Used in: "What % of service requests are self-service vs. assisted vs. hybrid?" (CSO Manager)
6. Service Type
   • Used in: Multiple questions across all personas for service categorization
7. Settlement Status
   • Used in: "How many calls are about final settlement & deposit refunds?" (Call Center Rep)
8. Social Media Platform
   • Used in: "How many customers engaged with social updates during outages?" (CSO Manager)
9. Staff Performance
   • Used in: "What % of counter applications were successfully converted same day?" (Customer Executive)
10. Success Status
    • Used in: Multiple questions across all personas for success measurement
11. System Issue
    • Used in: "What % of activations were delayed due to field crew/system issues?" (CSO Manager)
12. Termination Type
    • Used in: "What % of attrition is voluntary vs. non-payment vs. regulatory?" (CSO Manager)
13. Time Period
    • Used in: All questions for temporal analysis
14. Time Since Activation
    • Used in: "What % of competitive-market applicants defaulted in first 6 months vs. monopoly areas?" (Recovery Executive)
    • Used in: "Of emergency-need customers, what % delayed or defaulted on payments in first 3 months?" (Recovery Executive)
15. Timeliness
    • Used in: "What % of bills are delivered on time across channels?" (CSO Manager)
    • Used in: "How many customers were notified on time before planned outages?" (CSO Manager)
16. Transaction Cost
    • Used in: "Which channel has lowest collection cost per transaction?" (CSO Manager)
17. Unsubscribe Reason
    • Used in: "How many customers unsubscribed from digital alerts last cycle?" (CSO Manager)
18. Update Availability
    • Used in: "How many outage-related calls were resolved with real-time updates?" (Call Center Rep)
19. Update Delivery
    • Used in: "What % of affected customers received updates within SLA?" (CSO Manager)
20. Update Type
    • Used in: "How many customers received real-time activation status updates?" (Call Center Rep)
21. Usage Anomaly
    • Used in: "How many branch walk-ins were for bill spikes linked to irregular usage?" (Customer Executive)
22. Usage Level
    • Used in: "How many high-usage accounts went delinquent vs. normal usage accounts?" (Recovery Executive)
23. Usage Pattern Category
    • Used in: "What % of customers show regular vs. irregular vs. high usage?" (CSO Manager)
24. Verification Level
    • Used in: "What % of accounts with relaxed verification turned delinquent?" (Recovery Executive)
25. Verification Method
    • Used in: "What % of applications fail identity verification on first attempt?" (CSO Manager)
    • Used in: "Which method (digital, in-person, docs) has the lowest error rate?" (CSO Manager)
26. Verification Stage
    • Used in: "How many in-person verifications needed re-check due to missing/incorrect docs?" (Customer Executive)
27. Volume
    • Used in: "Which channel has lowest collection cost per transaction?" (CSO Manager)
28. Waiver Reason
    • Used in: "What % of waived deposits led to delinquency?" (Recovery Executive)
29. Work Type
    • Used in: "What % of planned works caused escalated complaints?" (CSO Manager)

UNIQUE METRICS WITH QUESTION REFERENCES

A-B-C

1. 90th Percentile Time
   • Used in: "What is the average turnaround time from request → activation by type?" (CSO Manager)
2. Abandonment Rate
   • Used in: "What % of applications initiated by phone were completed digitally vs. abandoned?" (Call Center Rep)
3. Account Resolution Score
   • Used in: "How many calls are about final settlement & deposit refunds?" (Call Center Rep)
4. Activation Delay Rate
   • Used in: "What % of activations were delayed due to field crew/system issues?" (CSO Manager)
5. Activation Success Rate
   • Used in: "Which method has the lowest drop-off rate before activation?" (CSO Manager)
6. Activation Time Distribution
   • Used in: "What is the average activation time by type?" (CSO Manager)
7. Alert Effectiveness Score
   • Used in: "How many customers unsubscribed from digital alerts last cycle?" (CSO Manager)
8. Anomaly Call Volume
   • Used in: "How many calls were about consumption anomalies?" (Call Center Rep)
9. Anomaly Detection Count
   • Used in: "How many accounts flagged abnormal usage patterns last cycle?" (CSO Manager)
10. Application Completion Rate
    • Used in: "What is the average application completion rate by channel?" (CSO Manager)
    • Used in: "What % of branch applicants had to revisit due to incomplete paperwork?" (Customer Executive)
11. Application Volume by Channel
    • Used in: "What % of applications came online, via call center, branch, or mobile app?" (CSO Manager)
12. Assistance Coverage Score
    • Used in: "What % of customers enrolled in assistance programs?" (CSO Manager)
13. Assistance Program Enrollment Count
    • Used in: "How many branch customers enrolled in payment plans?" (Customer Executive)
14. Assistance Program Failure Rate
    • Used in: "What % of assistance accounts still went to disconnection?" (Recovery Executive)
15. Assistance Program Resolution Count
    • Used in: "How many calls were resolved via setting up assistance programs?" (Call Center Rep)
16. Attrition Reason Distribution %
    • Used in: "What % of attrition is voluntary vs. non-payment vs. regulatory?" (CSO Manager)
17. Auto-Pay Conversion Rate
    • Used in: "What % of delinquent accounts eventually paid via auto-pay vs. manual?" (Recovery Executive)
18. Automated Payment Effectiveness
    • Used in: "What % of payments are successfully processed via IVR/phone?" (Call Center Rep)
19. Average Activation Days
    • Used in: "What is the average activation time by type?" (CSO Manager)
20. Average Days to Activation
    • Used in: "What is the average turnaround time from request → activation by type?" (CSO Manager)
21. Average Deposit Amount
    • Used in: "What % of applicants required deposits, by customer type?" (CSO Manager)
22. Average Outstanding Amount
    • Used in: "What % of new applicants had outstanding balances linked to previous accounts?" (Recovery Executive)
23. Average Visits per Application
    • Used in: "What % of branch applicants had to revisit due to incomplete paperwork?" (Customer Executive)
24. Bad Debt Rate
    • Used in: "What % of terminated accounts left with unpaid balances?" (Recovery Executive)
25. Bill Clarification Inquiry Count
    • Used in: "How many walk-ins are for bill clarifications?" (Customer Executive)
26. Bill Delivery Issue Call Count
    • Used in: "How many calls are about missed bills or delayed delivery?" (Call Center Rep)
27. Bill Spike Investigation Rate
    • Used in: "How many branch walk-ins were for bill spikes linked to irregular usage?" (Customer Executive)
28. Bill Understanding Rate
    • Used in: "How many walk-ins are for bill clarifications?" (Customer Executive)
29. Billing Cycle Distribution %
    • Used in: "What % of customers are on monthly vs. bi-monthly vs. quarterly billing?" (CSO Manager)
30. Billing Frequency Impact
    • Used in: "Which billing cycle type shows highest delinquency rates?" (Recovery Executive)
31. Branch Assistance Effectiveness
    • Used in: "How many branch customers enrolled in payment plans?" (Customer Executive)
32. Branch Complaint Rate
    • Used in: "How many walk-in complaints were about planned disruptions?" (Customer Executive)
33. Branch Engagement Effectiveness
    • Used in: "How many branch customers signed up for loyalty/recognition programs?" (Customer Executive)
34. Branch Impact Score
    • Used in: "How many in-branch complaints were about unplanned outages?" (Customer Executive)
35. Branch Payment Efficiency
    • Used in: "How many in-branch payments are processed daily vs. delayed?" (Customer Executive)
36. Branch Traffic Reduction Rate
    • Used in: "How many walk-in queries were avoided by proactive notifications?" (Customer Executive)
37. Call Closure Rate
    • Used in: "What % of move-in calls were resolved without follow-up?" (Call Center Rep)
38. Call Reduction Potential
    • Used in: "What % of calls could have been resolved by self-service?" (Call Center Rep)
39. Call Resolution Rate
    • Used in: "How many calls were about consumption anomalies?" (Call Center Rep)
40. Call Resolution via Assistance Rate
    • Used in: "How many calls were resolved via setting up assistance programs?" (Call Center Rep)
41. Call-Assisted Success Rate
    • Used in: "What % of digital verification attempts fail during call support?" (Call Center Rep)
42. Call-to-Application Conversion Rate
    • Used in: "How many calls converted into completed applications vs. dropped mid-process?" (Call Center Rep)
43. Case Resolution Efficiency
    • Used in: "How many assisted-service cases required multiple visits?" (Customer Executive)
44. Channel Completion Rate
    • Used in: "Which method has the lowest drop-off rate before activation?" (CSO Manager)
45. Channel Distribution %
    • Used in: "What % of applications came online, via call center, branch, or mobile app?" (CSO Manager)
    • Used in: "What % of payments come via auto-pay, online, in-person, mobile apps?" (CSO Manager)
46. Channel Effectiveness Score
    • Used in: "Which communication method drives the highest response for payment reminders?" (Recovery Executive)
47. Channel Efficiency Score
    • Used in: "Which channel has lowest collection cost per transaction?" (CSO Manager)
48. Channel Growth Rate
    • Used in: "What % of new customers came through real estate referral vs. online vs. emergency?" (CSO Manager)
49. Channel Migration Rate
    • Used in: "What % of customers opted for digital vs. traditional channels?" (CSO Manager)
50. Channel Migration Success Rate
    • Used in: "What % of applications initiated by phone were completed digitally vs. abandoned?" (Call Center Rep)
51. Channel Optimization Score
    • Used in: "What % of calls could have been resolved by self-service?" (Call Center Rep)
52. Channel Performance Index
    • Used in: "What is the conversion rate by acquisition channel?" (CSO Manager)
53. Channel Preference Change Rate
    • Used in: "How many walk-in customers requested paper bills vs. digital switch?" (Customer Executive)
54. Channel Preference Distribution %
    • Used in: "What % of customers opted for digital vs. traditional channels?" (CSO Manager)
55. Channel Preference Index
    • Used in: "What % of applications came online, via call center, branch, or mobile app?" (CSO Manager)
56. Channel Reliability Index
    • Used in: "What % of bills are delivered on time across channels?" (CSO Manager)
57. Channel Risk Score
    • Used in: "Which application method has the highest share of customers needing payment follow-up?" (Recovery Executive)
58. Clarification Success Rate
    • Used in: "How many walk-ins are for bill clarifications?" (Customer Executive)
59. Collection Cost Index
    • Used in: "Which channel has lowest collection cost per transaction?" (CSO Manager)
60. Collection Success Rate
    • Used in: "What % of new applicants had outstanding balances linked to previous accounts?" (Recovery Executive)
61. Communication Effectiveness Score
    • Used in: "How many customers were notified on time before planned outages?" (CSO Manager)
62. Communication Impact on Payment
    • Used in: "Did proactive communication reduce late payment excuses linked to outages?" (Recovery Executive)
63. Communication Success Rate
    • Used in: "How many customers received real-time activation status updates?" (Call Center Rep)
64. Competitive Inquiry Count
    • Used in: "How many walk-ins mentioned competitor information at the counter?" (Customer Executive)
65. Competitive Inquiry Rate
    • Used in: "How many callers asked about competitor pricing/service before applying?" (Call Center Rep)
66. Competitive Intelligence Index
    • Used in: "How many callers asked about competitor pricing/service before applying?" (Call Center Rep)
67. Competitive Pressure Index
    • Used in: "How many walk-ins mentioned competitor information at the counter?" (Customer Executive)
68. Complaint-Payment Link Index
    • Used in: "What % of delayed payers also complained about service outages?" (Recovery Executive)
69. Compliance Rate
    • Used in: "What is repayment compliance rate under hardship plans?" (CSO Manager)
70. Consumption Variance Score
    • Used in: "What % of customers show regular vs. irregular vs. high usage?" (CSO Manager)
71. Conversion Rate %
    • Used in: "What is the conversion rate by acquisition channel?" (CSO Manager)
    • Used in: "What % of inquiries converted into applications during first call?" (Call Center Rep)
72. Cost per Acquisition
    • Used in: "What is the conversion rate by acquisition channel?" (CSO Manager)
73. Cost per Transaction
    • Used in: "Which channel has lowest collection cost per transaction?" (CSO Manager)
74. Counter Completion Rate
    • Used in: "What % of counter applications were successfully converted same day?" (Customer Executive)
75. Counter Scheduling Success Count
    • Used in: "How many activations are scheduled successfully at counter vs. pending?" (Customer Executive)
76. Credit Assessment Success Rate
    • Used in: "How many new customers required deposits due to poor/no credit history?" (Recovery Executive)
77. Customer Acquisition Volume
    • Used in: "What % of new customers came through real estate referral vs. online vs. emergency?" (CSO Manager)
78. Customer Communication Satisfaction
    • Used in: "How many repeat calls per customer during one outage?" (Call Center Rep)
79. Customer Engagement Score
    • Used in: "How many customers provided feedback during calls?" (Call Center Rep)
80. Customer Loyalty Index
    • Used in: "What is NPS score trend for engaged vs. non-engaged customers?" (CSO Manager)
81. Customer Notification Score
    • Used in: "How many customers received real-time activation status updates?" (Call Center Rep)
82. Customer Return Score
    • Used in: "What % of reconnections are for the same customer vs. new owner?" (Recovery Executive)
83. Customer Satisfaction Impact
    • Used in: "What % of planned works caused escalated complaints?" (CSO Manager)
84. Customer Satisfaction Score
    • Used in: "How many calls were about consumption anomalies?" (Call Center Rep)

C-D-E (continued)

1. Cycle Preference Rate
   • Used in: "What % of customers are on monthly vs. bi-monthly vs. quarterly billing?" (CSO Manager)
2. Cycle Risk Score
   • Used in: "Which billing cycle type shows highest delinquency rates?" (Recovery Executive)
3. Daily Payment Processing Count
   • Used in: "How many in-branch payments are processed daily vs. delayed?" (Customer Executive)
4. Default Rate by Deposit Status
   • Used in: "What is the correlation between deposit collection and default rate?" (CSO Manager)
5. Default Rate by Market Type
   • Used in: "What % of competitive-market applicants defaulted in first 6 months vs. monopoly areas?" (Recovery Executive)
6. Delinquency Rate by Billing Cycle
   • Used in: "Which billing cycle type shows highest delinquency rates?" (Recovery Executive)
7. Delinquency Rate by Usage Level
   • Used in: "How many high-usage accounts went delinquent vs. normal usage accounts?" (Recovery Executive)
8. Delinquency Rate by Verification Type
   • Used in: "What % of accounts with relaxed verification turned delinquent?" (Recovery Executive)
9. Delivery Performance Score
   • Used in: "What % of bills are delivered on time across channels?" (CSO Manager)
10. Delivery Problem Rate
    • Used in: "How many calls are about missed bills or delayed delivery?" (Call Center Rep)
11. Deposit Acceptance Timeline
    • Used in: "What % of customers agree to deposit during first call vs. after follow-up?" (Call Center Rep)
12. Deposit Effectiveness Index
    • Used in: "What % of customers default despite paying deposit?" (Recovery Executive)
13. Deposit Effectiveness Score
    • Used in: "What is the correlation between deposit collection and default rate?" (CSO Manager)
14. Deposit Refund Processing Rate
    • Used in: "How many calls are about final settlement & deposit refunds?" (Call Center Rep)
15. Deposit Requirement Rate
    • Used in: "What % of applicants required deposits, by customer type?" (CSO Manager)
    • Used in: "How many new customers required deposits due to poor/no credit history?" (Recovery Executive)
16. Digital Adoption Rate
    • Used in: "What % of customers opted for digital vs. traditional channels?" (CSO Manager)
17. Digital Alert Unsubscribe Count
    • Used in: "How many customers unsubscribed from digital alerts last cycle?" (CSO Manager)
18. Digital Communication Failure Rate
    • Used in: "What % of calls were follow-ups due to missed digital notifications?" (Call Center Rep)
19. Digital Completion Rate
    • Used in: "What % of applications initiated by phone were completed digitally vs. abandoned?" (Call Center Rep)
20. Digital Engagement Rate
    • Used in: "How many customers engaged with social updates during outages?" (CSO Manager)
21. Digital Engagement vs. Payment Correlation
    • Used in: "What % of delinquent accounts had no self-service activity?" (Recovery Executive)
22. Digital Payment Adoption Rate
    • Used in: "What % of payments come via auto-pay, online, in-person, mobile apps?" (CSO Manager)
23. Digital Service Success Score
    • Used in: "What % of self-service requests failed and escalated to support?" (CSO Manager)
24. Digital Switch Rate
    • Used in: "How many walk-in customers requested paper bills vs. digital switch?" (Customer Executive)
25. Digital Verification Failure Rate
    • Used in: "What % of digital verification attempts fail during call support?" (Call Center Rep)
26. Disconnection Despite Assistance Rate
    • Used in: "What % of assistance accounts still went to disconnection?" (Recovery Executive)
27. Disconnection Processing Efficiency
    • Used in: "How many disconnection requests are processed same day?" (Customer Executive)
28. Document Accuracy Rate
    • Used in: "How many in-person verifications needed re-check due to missing/incorrect docs?" (Customer Executive)
29. Document Completeness Score
    • Used in: "What % of new applications required re-submission due to missing documents?" (CSO Manager)
30. Drop-off Rate
    • Used in: "Which method has the lowest drop-off rate before activation?" (CSO Manager)
    • Used in: "How many calls converted into completed applications vs. dropped mid-process?" (Call Center Rep)
31. Drop-off Rate by Stage
    • Used in: "What is the average application completion rate by channel?" (CSO Manager)
32. Early Default Rate
    • Used in: "What % of competitive-market applicants defaulted in first 6 months vs. monopoly areas?" (Recovery Executive)
33. Early Payment Default Rate
    • Used in: "Of emergency-need customers, what % delayed or defaulted on payments in first 3 months?" (Recovery Executive)
34. Emergency Activation Time
    • Used in: "How many calls came from 'emergency need' customers, and how quickly were they activated?" (Call Center Rep)
35. Emergency Call Volume
    • Used in: "How many calls came from 'emergency need' customers, and how quickly were they activated?" (Call Center Rep)
36. Emergency Customer Risk Score
    • Used in: "Of emergency-need customers, what % delayed or defaulted on payments in first 3 months?" (Recovery Executive)
37. Engagement Impact on NPS
    • Used in: "What is NPS score trend for engaged vs. non-engaged customers?" (CSO Manager)
38. Engagement Level Score
    • Used in: "What % of customers joined conservation/education/feedback programs?" (CSO Manager)
39. Error Rate by Method
    • Used in: "Which method (digital, in-person, docs) has the lowest error rate?" (CSO Manager)
40. Escalation Rate
    • Used in: "What % of planned works caused escalated complaints?" (CSO Manager)
    • Used in: "What % of self-service requests failed and escalated to support?" (CSO Manager)
41. Excuse Reduction Rate
    • Used in: "Did proactive communication reduce late payment excuses linked to outages?" (Recovery Executive)

F-G-H-I

1. False Positive Rate
   • Used in: "How many accounts flagged abnormal usage patterns last cycle?" (CSO Manager)
2. Feedback Provision Rate
   • Used in: "How many customers provided feedback during calls?" (Call Center Rep)
3. Feedback Quality Index
   • Used in: "How many customers provided feedback during calls?" (Call Center Rep)
4. Field Crew Efficiency Score
   • Used in: "What % of activations were delayed due to field crew/system issues?" (CSO Manager)
5. Final Account Resolution Score
   • Used in: "How many calls are about final settlement & deposit refunds?" (Call Center Rep)
6. Final Bill Collection Rate
   • Used in: "What % of final bills are collected on time?" (CSO Manager)
7. Final Collection Success Rate
   • Used in: "What % of terminated accounts left with unpaid balances?" (Recovery Executive)
8. First Call Conversion Rate
   • Used in: "What % of inquiries converted into applications during first call?" (Call Center Rep)
9. First Call Resolution Rate
   • Used in: "What % of move-in calls were resolved without follow-up?" (Call Center Rep)
10. First-Attempt Failure Rate
    • Used in: "What % of applications fail identity verification on first attempt?" (CSO Manager)
11. First-Call Deposit Agreement Rate
    • Used in: "What % of customers agree to deposit during first call vs. after follow-up?" (Call Center Rep)
12. First-Pass Success Rate
    • Used in: "What % of new applications required re-submission due to missing documents?" (CSO Manager)
13. First-Time Document Verification Success Count
    • Used in: "For how many walk-in applications were documents verified successfully on first attempt?" (Customer Executive)
14. Follow-up Call Rate
    • Used in: "What % of move-in calls were resolved without follow-up?" (Call Center Rep)
15. Follow-up Conversion Rate
    • Used in: "What % of customers agree to deposit during first call vs. after follow-up?" (Call Center Rep)
16. Growth Rate by Market
    • Used in: "How many customers in monopoly vs. competitive vs. NAV areas applied last cycle?" (CSO Manager)
17. Hardship Customer Recovery Rate
    • Used in: "What % of hardship customers re-engaged successfully vs. churned?" (Recovery Executive)
18. Hardship Plan Compliance Rate
    • Used in: "What is repayment compliance rate under hardship plans?" (CSO Manager)
19. High-Usage Risk Score
    • Used in: "How many high-usage accounts went delinquent vs. normal usage accounts?" (Recovery Executive)
20. In-Branch Collection Count
    • Used in: "How many deposit payments are collected in-branch vs. pending?" (Customer Executive)
21. In-Branch Payment Plan Enrollment Count
    • Used in: "How many branch customers enrolled in payment plans?" (Customer Executive)
22. Information Accessibility Score
    • Used in: "What % of customers used outage maps/portals vs. calling in?" (CSO Manager)
23. Information Adequacy Score
    • Used in: "How many repeat calls per customer during one outage?" (Call Center Rep)
24. Information Availability Score
    • Used in: "How many outage-related calls were resolved with real-time updates?" (Call Center Rep)
25. Inquiry-to-Application Conversion Rate
    • Used in: "What % of inquiries converted into applications during first call?" (Call Center Rep)
26. Involuntary Disconnection Rate
    • Used in: "What % of attrition is voluntary vs. non-payment vs. regulatory?" (CSO Manager)
27. Issue-Free Processing Rate
    • Used in: "How many real-estate referral customers completed onboarding in branch without issue?" (Customer Executive)
28. IVR Payment Success Rate
    • Used in: "What % of payments are successfully processed via IVR/phone?" (Call Center Rep)

L-M-N-O-P

1. Lead Quality Score
   • Used in: "What % of inquiries converted into applications during first call?" (Call Center Rep)
2. Maintenance Inquiry Call Count
   • Used in: "How many calls asked about planned maintenance schedules?" (Call Center Rep)
3. Market Share %
   • Used in: "How many customers in monopoly vs. competitive vs. NAV areas applied last cycle?" (CSO Manager)
4. Market-Based Risk Score
   • Used in: "What % of competitive-market applicants defaulted in first 6 months vs. monopoly areas?" (Recovery Executive)
5. Median Activation Time
   • Used in: "What is the average activation time by type?" (CSO Manager)
6. Median Response Time
   • Used in: Various time-related questions across personas
7. Median Turnaround Time
   • Used in: "What is the average turnaround time from request → activation by type?" (CSO Manager)
8. Method Efficiency Index
   • Used in: "Which method (digital, in-person, docs) has the lowest error rate?" (CSO Manager)
9. Missed Notification Follow-up Rate
   • Used in: "What % of calls were follow-ups due to missed digital notifications?" (Call Center Rep)
10. Multi-Visit Case Count
    • Used in: "How many assisted-service cases required multiple visits?" (Customer Executive)
11. Net Promoter Score
    • Used in: "What is NPS score trend for engaged vs. non-engaged customers?" (CSO Manager)
12. New Owner Connection Rate
    • Used in: "What % of reconnections are for the same customer vs. new owner?" (Recovery Executive)
13. Notification Coverage Rate
    • Used in: "How many customers were notified on time before planned outages?" (CSO Manager)
14. Notification Effectiveness Score
    • Used in: "What % of calls were follow-ups due to missed digital notifications?" (Call Center Rep)
15. On-Time Delivery Rate
    • Used in: "What % of bills are delivered on time across channels?" (CSO Manager)
16. On-Time Notification Count
    • Used in: "How many customers were notified on time before planned outages?" (CSO Manager)
17. Outage Call Resolution Rate
    • Used in: "How many outage-related calls were resolved with real-time updates?" (Call Center Rep)
18. Outage Count
    • Used in: "How many outages occurred last cycle?" (CSO Manager)
19. Outage Frequency Rate
    • Used in: "How many outages occurred last cycle?" (CSO Manager)
20. Outage-Related Delinquency Spike Rate
    • Used in: "Did outage-affected areas show higher temporary delinquency spikes?" (Recovery Executive)
21. Paper Bill Request Count
    • Used in: "How many walk-in customers requested paper bills vs. digital switch?" (Customer Executive)
22. Participation Rate
    • Used in: "What % of customers joined conservation/education/feedback programs?" (CSO Manager)
23. Payment Behavior Change Rate
    • Used in: "What % of delinquent accounts eventually paid via auto-pay vs. manual?" (Recovery Executive)
24. Payment Channel Distribution %
    • Used in: "What % of payments come via auto-pay, online, in-person, mobile apps?" (CSO Manager)
25. Payment Compliance Rate
    • Used in: "Of emergency-need customers, what % delayed or defaulted on payments in first 3 months?" (Recovery Executive)
26. Payment Correlation Index
    • Used in: "How many high-usage accounts went delinquent vs. normal usage accounts?" (Recovery Executive)
27. Payment Delay + Complaint Correlation Rate
    • Used in: "What % of delayed payers also complained about service outages?" (Recovery Executive)
28. Payment Follow-up Rate by Channel
    • Used in: "Which application method has the highest share of customers needing payment follow-up?" (Recovery Executive)
29. Payment Processing Rate
    • Used in: "What % of payments are successfully processed via IVR/phone?" (Call Center Rep)
30. Payment Recovery Rate
    • Used in: "What % of delinquent accounts eventually paid via auto-pay vs. manual?" (Recovery Executive)
31. Payment Reliability Index
    • Used in: "What % of competitive-market applicants defaulted in first 6 months vs. monopoly areas?" (Recovery Executive)
32. Payment Response Rate by Channel
    • Used in: "Which communication method drives the highest response for payment reminders?" (Recovery Executive)
33. Payment Timing Impact
    • Used in: "Which billing cycle type shows highest delinquency rates?" (Recovery Executive)
34. Pending Activation Volume
    • Used in: "How many activations are scheduled successfully at counter vs. pending?" (Customer Executive)
35. Pending Application Volume
    • Used in: "How many branch applications are processed fully on same day vs. pending?" (Customer Executive)
36. Pending Deposit Volume
    • Used in: "How many deposit payments are collected in-branch vs. pending?" (Customer Executive)
37. Phone Payment Processing Rate
    • Used in: "What % of payments are successfully processed via IVR/phone?" (Call Center Rep)
38. Plan Effectiveness Score
    • Used in: "What is repayment compliance rate under hardship plans?" (CSO Manager)
39. Plan Setup Success Rate
    • Used in: "How many calls were resolved via setting up assistance programs?" (Call Center Rep)
40. Plan Signup Rate
    • Used in: "How many branch customers enrolled in payment plans?" (Customer Executive)
41. Planned Disruption Complaint Count
    • Used in: "How many walk-in complaints were about planned disruptions?" (Customer Executive)
42. Planned Work Complaint Rate
    • Used in: "What % of planned works caused escalated complaints?" (CSO Manager)
43. Post-Deposit Default Rate
    • Used in: "What % of customers default despite paying deposit?" (Recovery Executive)
44. Pre-Clearance Activation Count
    • Used in: "How many activations proceeded before deposit clearance?" (Recovery Executive)
45. Price Comparison Request Count
    • Used in: "How many callers asked about competitor pricing/service before applying?" (Call Center Rep)
46. Prior Balance Rate
    • Used in: "What % of new applicants had outstanding balances linked to previous accounts?" (Recovery Executive)
47. Proactive Communication Effectiveness
    • Used in: "How many walk-in queries were avoided by proactive notifications?" (Customer Executive)

P-Q-R-S (continued)

1. Processing Delay Rate
   • Used in: "How many in-branch payments are processed daily vs. delayed?" (Customer Executive)
2. Processing Efficiency Rate
   • Used in: "How many branch applications are processed fully on same day vs. pending?" (Customer Executive)
3. Processing Efficiency Score
   • Used in: "How many in-person verifications needed re-check due to missing/incorrect docs?" (Customer Executive)
4. Program Effectiveness Index
   • Used in: "What % of customers joined conservation/education/feedback programs?" (CSO Manager)
5. Program Enrollment Rate
   • Used in: "What % of customers enrolled in assistance programs?" (CSO Manager)
6. Program Setup Success Rate
   • Used in: "How many calls were resolved via setting up assistance programs?" (Call Center Rep)
7. Program Utilization Rate
   • Used in: "What % of customers enrolled in assistance programs?" (CSO Manager)
8. Query Avoidance Count
   • Used in: "How many walk-in queries were avoided by proactive notifications?" (Customer Executive)
9. Real-Time Resolution Count
   • Used in: "How many outage-related calls were resolved with real-time updates?" (Call Center Rep)
10. Real-Time Update Delivery Count
    • Used in: "How many customers received real-time activation status updates?" (Call Center Rep)
11. Re-check Requirement Count
    • Used in: "How many in-person verifications needed re-check due to missing/incorrect docs?" (Customer Executive)
12. Recovery Payment Method Distribution
    • Used in: "What % of delinquent accounts eventually paid via auto-pay vs. manual?" (Recovery Executive)
13. Recovery Timeline Index
    • Used in: "Did outage-affected areas show higher temporary delinquency spikes?" (Recovery Executive)
14. Re-engagement Success Score
    • Used in: "What % of hardship customers re-engaged successfully vs. churned?" (Recovery Executive)
15. Referral Success Rate
    • Used in: "How many real-estate referral customers completed onboarding in branch without issue?" (Customer Executive)
16. Repeat Call Rate
    • Used in: "How many repeat calls per customer during one outage?" (Call Center Rep)
17. Repayment Success Rate
    • Used in: "What is repayment compliance rate under hardship plans?" (CSO Manager)
18. Request Resolution Rate
    • Used in: "How many calls came from 'emergency need' customers, and how quickly were they activated?" (Call Center Rep)
19. Re-submission Rate
    • Used in: "What % of new applications required re-submission due to missing documents?" (CSO Manager)
20. Resolution Success Rate
    • Used in: "How many calls are about missed bills or delayed delivery?" (Call Center Rep)
21. Re-verification Rate
    • Used in: "What % of applications fail identity verification on first attempt?" (CSO Manager)
22. Revenue Recovery Rate
    • Used in: "What % of final bills are collected on time?" (CSO Manager)
23. Revenue Risk Exposure
    • Used in: "How many activations proceeded before deposit clearance?" (Recovery Executive)
24. Revisit Rate
    • Used in: "What % of branch applicants had to revisit due to incomplete paperwork?" (Customer Executive)
25. Risk Assessment Distribution
    • Used in: "What % of applicants required deposits, by customer type?" (CSO Manager)
26. Risk Mitigation Index
    • Used in: "What is the correlation between deposit collection and default rate?" (CSO Manager)
27. Risk Override Success Rate
    • Used in: "What % of waived deposits led to delinquency?" (Recovery Executive)
28. Risk Prediction Accuracy
    • Used in: "What % of customers default despite paying deposit?" (Recovery Executive)
29. Risk-Adjusted Default Rate
    • Used in: "What % of accounts with relaxed verification turned delinquent?" (Recovery Executive)
30. Same-Customer Reconnection Rate
    • Used in: "What % of reconnections are for the same customer vs. new owner?" (Recovery Executive)
31. Same-Day Conversion Rate
    • Used in: "What % of counter applications were successfully converted same day?" (Customer Executive)
32. Same-Day Processing Count
    • Used in: "How many disconnection requests are processed same day?" (Customer Executive)
33. Schedule Information Request Rate
    • Used in: "How many calls asked about planned maintenance schedules?" (Call Center Rep)
34. Scheduling Efficiency Rate
    • Used in: "How many activations are scheduled successfully at counter vs. pending?" (Customer Executive)
35. Seamless Onboarding Count
    • Used in: "How many real-estate referral customers completed onboarding in branch without issue?" (Customer Executive)
36. Self-Service Adoption Rate
    • Used in: "What % of service requests are self-service vs. assisted vs. hybrid?" (CSO Manager)
37. Self-Service Deflection Opportunity Rate
    • Used in: "What % of calls could have been resolved by self-service?" (Call Center Rep)
38. Self-Service Engagement Rate
    • Used in: "What % of delinquent accounts had no self-service activity?" (Recovery Executive)
39. Self-Service Failure Rate
    • Used in: "What % of self-service requests failed and escalated to support?" (CSO Manager)
40. Self-Service Information Usage Rate
    • Used in: "What % of customers used outage maps/portals vs. calling in?" (CSO Manager)
41. Service Activity Score
    • Used in: "What % of delinquent accounts had no self-service activity?" (Recovery Executive)
42. Service Channel Distribution %
    • Used in: "What % of service requests are self-service vs. assisted vs. hybrid?" (CSO Manager)
43. Service Completion Rate
    • Used in: "How many assisted-service cases required multiple visits?" (Customer Executive)
44. Service Impact on Payment Score
    • Used in: "What % of delayed payers also complained about service outages?" (Recovery Executive)
45. Service Recovery Effectiveness
    • Used in: "Did proactive communication reduce late payment excuses linked to outages?" (Recovery Executive)
46. Service Recovery Rate
    • Used in: "How many in-branch complaints were about unplanned outages?" (Customer Executive)
47. Service Termination Rate
    • Used in: "How many disconnection requests are processed same day?" (Customer Executive)
48. Settlement Call Count
    • Used in: "How many calls are about final settlement & deposit refunds?" (Call Center Rep)
49. SLA Compliance Rate
    • Used in: "What % of affected customers received updates within SLA?" (CSO Manager)
50. Social Communication Effectiveness
    • Used in: "How many customers engaged with social updates during outages?" (CSO Manager)
51. Social Media Engagement Count
    • Used in: "How many customers engaged with social updates during outages?" (CSO Manager)
52. Success Rate %
    • Used in: Multiple questions across all personas for success measurement
53. System Issue Rate
    • Used in: "What % of activations were delayed due to field crew/system issues?" (CSO Manager)
54. System Reliability Score
    • Used in: "How many outages occurred last cycle?" (CSO Manager)
55. Technical Issue Rate
    • Used in: "What % of digital verification attempts fail during call support?" (Call Center Rep)

T-U-V-W

1. Time-to-Resolution
   • Used in: Various resolution-related questions across personas
2. Transaction Cost
   • Used in: "Which channel has lowest collection cost per transaction?" (CSO Manager)
3. Unplanned Outage Complaint Count
   • Used in: "How many in-branch complaints were about unplanned outages?" (Customer Executive)
4. Unpaid Balance Rate at Termination
   • Used in: "What % of terminated accounts left with unpaid balances?" (Recovery Executive)
5. Unsubscribe Rate
   • Used in: "How many customers unsubscribed from digital alerts last cycle?" (CSO Manager)
6. Update Delivery Success Rate
   • Used in: "What % of affected customers received updates within SLA?" (CSO Manager)
7. Urgent Request Resolution Rate
   • Used in: "How many calls came from 'emergency need' customers, and how quickly were they activated?" (Call Center Rep)
8. Usage Explanation Success Rate
   • Used in: "How many branch walk-ins were for bill spikes linked to irregular usage?" (Customer Executive)
9. Usage Monitoring Effectiveness
   • Used in: "How many accounts flagged abnormal usage patterns last cycle?" (CSO Manager)
10. Usage Pattern Distribution %
    • Used in: "What % of customers show regular vs. irregular vs. high usage?" (CSO Manager)
11. Usage Regularity Index
    • Used in: "What % of customers show regular vs. irregular vs. high usage?" (CSO Manager)
12. Usage-Related Inquiry Count
    • Used in: "How many branch walk-ins were for bill spikes linked to irregular usage?" (Customer Executive)
13. Utilization Rate
    • Used in: "What % of customers enrolled in assistance programs?" (CSO Manager)
14. Verification Accuracy Score
    • Used in: "Which method (digital, in-person, docs) has the lowest error rate?" (CSO Manager)
15. Verification Effectiveness Score
    • Used in: "What % of accounts with relaxed verification turned delinquent?" (Recovery Executive)
16. Verification Efficiency Score
    • Used in: "How many in-person verifications needed re-check due to missing/incorrect docs?" (Customer Executive)
17. Verification Impact Score
    • Used in: "What % of accounts with relaxed verification turned delinquent?" (Recovery Executive)
18. Verification Success Rate
    • Used in: "What % of applications fail identity verification on first attempt?" (CSO Manager)
19. Voluntary Churn Rate
    • Used in: "What % of attrition is voluntary vs. non-payment vs. regulatory?" (CSO Manager)
20. Waived Deposit Delinquency Rate
    • Used in: "What % of waived deposits led to delinquency?" (Recovery Executive)
21. Waiver Impact Score
    • Used in: "What % of waived deposits led to delinquency?" (Recovery Executive)
22. Win Rate vs. Competitors
    • Used in: "How many walk-ins mentioned competitor information at the counter?" (Customer Executive)

SUMMARY WITH QUESTION MAPPING

Total Counts:

• Unique Dimensions: 159
• Unique Metrics: 277
• Total Data Points: 436

Question Distribution by Persona:

CSO Manager Questions: 42 questions

• Most data-intensive persona requiring strategic oversight metrics
• Focus on performance trends, market analysis, and operational efficiency

Customer Executive Questions: 18 questions

• Branch-focused operational metrics
• Emphasis on in-person service delivery and customer experience

Call Center Rep Questions: 26 questions

• Call center performance and customer interaction metrics
• Focus on resolution rates and communication effectiveness

Recovery Executive Questions: 22 questions

• Payment and risk-related metrics
• Emphasis on collection success and customer financial behavior

Most Referenced Dimensions:

1. Customer Segment - Used in 25+ questions across all personas
2. Time Period - Used in all temporal analysis questions
3. Branch Location - Critical for Customer Executive persona
4. Channel-related dimensions - Essential for omnichannel analysis
5. Customer Type - Fundamental for segmentation across lifecycle stages

Most Referenced Metrics:

1. Success Rate % - Universal performance measure
2. Conversion Rate % - Key for acquisition and engagement analysis
3. Count metrics - Essential for volume tracking and operational planning
4. Distribution % - Critical for understanding channel and customer mix
5. Efficiency/Effectiveness Scores - Important for process optimization

Implementation Priority Framework:

Phase 1: Foundation (High Priority)

Dimensions:

• Customer Type, Customer Segment, Time Period
• Application Channel, Payment Channel, Communication Channel
• Branch Location, Geographic Region
• Service Type, Payment Status

Metrics:

• Application Completion Rate, Conversion Rate %, Success Rate %
• Customer Satisfaction Score, Collection Success Rate
• Processing Efficiency Rate, Channel Distribution %

Phase 2: Enhancement (Medium Priority)

Dimensions:

• Customer Risk Profile, Usage Pattern Category, Verification Level
• Call Type, Service Request Type, Complaint Type
• Market Type, Credit Score Range

Metrics:

• First Call Resolution Rate, Self-Service Adoption Rate
• Risk-adjusted metrics, NPS Score, Cost per Transaction
• Channel Effectiveness Scores, Usage monitoring metrics

Phase 3: Advanced Analytics (Lower Priority)

Dimensions:

• Granular operational dimensions (Agent Performance, Document Type, etc.)
• Specialized categorizations (Anomaly Type, Disruption categories, etc.)

Metrics:

• Advanced correlation indices, Predictive risk scores
• Specialized operational efficiency metrics
• Complex behavioral analysis metrics

Key Insights for Implementation:

1. Data Collection Requirements:
   • 60% of metrics can be calculated from basic transactional data
   • 25% require customer interaction tracking
   • 15% need advanced analytics and correlation analysis
2. Reporting Frequency:
   • CSO Manager: Weekly/Monthly strategic reports
   • Customer Executive: Daily operational dashboards
   • Call Center Rep: Real-time performance monitoring
   • Recovery Executive: Daily/Weekly collection reports
3. Integration Needs:
   • CRM system integration for customer journey tracking
   • Call center platform for interaction metrics
   • Payment systems for financial metrics
   • Field service systems for activation/service metrics
4. Success Measurement:
   • Track improvement in key conversion and satisfaction metrics
   • Monitor reduction in manual processes through self-service adoption
   • Measure cost reduction through channel optimization
   • Assess risk mitigation through predictive analytics

This comprehensive mapping provides a complete reference for understanding exactly which business questions each dimension and metric serves, enabling more strategic and targeted implementation of your analytics framework.

CSO Manager

This role focuses on overall strategy, channel performance, customer satisfaction, and operational efficiency.

Metric	Formula
90th Percentile Time	The value below which 90% of the turnaround times from request to activation fall.
Activation Delay Rate	(Number of Activations Delayed Due to Field Crew/System Issues / Total Number of Activations) * 100
Activation Success Rate	(Number of Successful Activations for a Specific Method / Total Number of Applications Started with that Method) * 100
Activation Time Distribution	A statistical distribution (e.g., histogram) of the time taken for activations, segmented by type.
Alert Effectiveness Score	A score inversely related to the number of unsubscribes. Formula: 1 - (Number of Unsubscribes / Total Subscribers) or simply the raw Digital Alert Unsubscribe Count.
Anomaly Detection Count	Total number of unique accounts flagged for abnormal usage patterns during the last cycle.
Application Completion Rate	(Number of Completed Applications / Total Number of Applications Started) * 100
Application Volume by Channel	(Number of Applications from a Specific Channel / Total Number of Applications from All Channels) * 100
Assistance Coverage Score	(Number of Customers Enrolled in Assistance Programs / Total Number of Eligible Customers) * 100
Attrition Reason Distribution %	(Number of Attritions for a Specific Reason / Total Number of Attritions) * 100
Average Activation Days	Sum of Activation Times for All Activations / Total Number of Activations
Average Days to Activation	Average(Activation Date - Request Date) for each activation type.
Average Deposit Amount	Total Deposit Amount Collected / Total Number of Customers Who Paid a Deposit
Billing Cycle Distribution %	(Number of Customers on a Specific Billing Cycle / Total Number of Customers) * 100
Channel Completion Rate	(Number of Successful Activations for a Channel / Total Applications Started in that Channel) * 100
Channel Distribution %	(Number of Items (e.g., Payments, Applications) from a Specific Channel / Total Number of Items from All Channels) * 100
Channel Efficiency Score	A comparative score based on the Cost per Transaction for each channel, where a lower cost yields a higher score.
Channel Growth Rate	((Number of New Customers from a Channel in Current Period - Number in Previous Period) / Number in Previous Period) * 100
Channel Migration Rate	(Number of Customers Opting for Digital Channels / Total Number of Customers Making a Channel Choice) * 100
Channel Performance Index	A composite score including Conversion Rate, Cost per Acquisition, and customer satisfaction by channel.
Channel Preference Distribution %	(Number of Customers Opting for a Specific Channel Type / Total Number of Customers) * 100
Channel Preference Index	A weighted score based on the volume of applications from different channels.
Channel Reliability Index	(Number of Bills Delivered on Time Across All Channels / Total Bills Sent) * 100
Communication Effectiveness Score	(Number of Customers Notified on Time Before Planned Outages / Total Number of Affected Customers) * 100
Compliance Rate	(Number of Customers Complying with Hardship Plan Terms / Total Number of Customers on Hardship Plans) * 100
Consumption Variance Score	A score that categorizes customers based on the regularity of their usage patterns (e.g., regular, irregular, high).
Conversion Rate %	(Number of Completed Applications / Total Number of Acquisition Channel Inquiries) * 100
Cost per Acquisition	Total Cost of Acquisition Efforts / Number of New Customers Acquired
Cost per Transaction	Total Collection Cost for a Channel / Total Number of Transactions in that Channel
Customer Acquisition Volume	Total number of new customers acquired, segmented by channel (real estate referral, online, emergency).
Customer Loyalty Index	A comparative analysis of Net Promoter Scores (NPS) for engaged versus non-engaged customers.
Customer Satisfaction Impact	(Number of Escalated Complaints Caused by Planned Works / Total Number of Complaints Received for Planned Works) * 100
Cycle Preference Rate	(Number of Customers on a Specific Billing Cycle / Total Number of Customers) * 100
Default Rate by Deposit Status	A correlation analysis between the amount of deposit collected and the rate of customer default.
Delivery Performance Score	(Number of Bills Delivered on Time Across All Channels / Total Bills Sent) * 100
Deposit Effectiveness Score	A score measuring the correlation between deposit collection and default rate; a strong negative correlation is effective.
Deposit Requirement Rate	(Number of Applicants Required to Pay a Deposit / Total Number of Applicants) * 100
Digital Adoption Rate	(Number of Customers Opting for Digital Channels / Total Number of Customers) * 100
Digital Alert Unsubscribe Count	Total number of customers who unsubscribed from digital alerts in the last cycle.
Digital Engagement Rate	(Number of Customers Who Engaged with Social Updates / Total Number of Customers Following Social Channels) * 100
Digital Payment Adoption Rate	(Number of Payments via Digital Channels (Auto-pay, Online, Mobile) / Total Number of Payments) * 100
Digital Service Success Score	100 - Escalation Rate where Escalation Rate = (Number of Failed Self-Service Requests Escalated to Support / Total Self-Service Requests) * 100
Document Completeness Score	100 - Re-submission Rate where Re-submission Rate = (Number of Applications Requiring Re-submission / Total New Applications) * 100
Drop-off Rate	((Total Applications Started - Total Activations) / Total Applications Started) * 100
Drop-off Rate by Stage	(Number of Applications Abandoned at a Specific Stage / Total Applications Entering that Stage) * 100
Engagement Impact on NPS	Average NPS of Engaged Customers - Average NPS of Non-Engaged Customers
Engagement Level Score	(Number of Customers in Conservation/Education/Feedback Programs / Total Number of Customers) * 100
Error Rate by Method	(Number of Errors for a Specific Method / Total Transactions for that Method) * 100
Escalation Rate	(Number of Escalated Complaints / Total Number of Complaints) * 100 or (Number of Failed Self-Service Requests / Total Self-Service Requests) * 100
False Positive Rate	(Number of Accounts Incorrectly Flagged for Abnormal Usage / Total Number of Flagged Accounts) * 100
Field Crew Efficiency Score	A score inversely related to delays. Formula: 100 - Activation Delay Rate due to field crew issues.
Final Bill Collection Rate	(Number of Final Bills Collected On Time / Total Number of Final Bills Issued) * 100
First-Attempt Failure Rate	(Number of Applications Failing Identity Verification on First Attempt / Total Number of Applications) * 100
First-Pass Success Rate	(Number of Applications Approved Without Re-submission / Total New Applications) * 100
Growth Rate by Market	Total number of applications received in the last cycle, segmented by market type (monopoly, competitive, NAV).
Hardship Plan Compliance Rate	(Number of Customers Adhering to Repayment Terms / Total Customers on Hardship Plans) * 100
Information Accessibility Score	(Number of Customers Using Outage Maps/Portals / Total Number of Affected Customers) * 100
Market Share %	(Number of Customers in a Specific Market Type / Total Customers Across All Market Types) * 100
Median Activation Time	The midpoint value of all activation times, sorted from lowest to highest.
Median Turnaround Time	The median value of the time from request to activation.
Method Efficiency Index	A score ranking verification methods by their error rate, where lower error rates are better.
Net Promoter Score (NPS)	% Promoters - % Detractors
Notification Coverage Rate	(Number of Customers Notified on Time / Total Number of Affected Customers) * 100
On-Time Delivery Rate	(Number of Bills Delivered On Time / Total Number of Bills Sent) * 100
On-Time Notification Count	Total number of customers who were notified on time before planned outages.
Outage Count	Total number of distinct outage events in the last cycle.
Outage Frequency Rate	Total Number of Outages / Time Period (e.g., per month, per quarter)
Participation Rate	(Number of Customers in Conservation/Education/Feedback Programs / Total Number of Customers) * 100
Payment Channel Distribution %	(Number of Payments from a Specific Channel / Total Number of Payments) * 100
Plan Effectiveness Score	A score based on the Hardship Plan Compliance Rate.
Planned Work Complaint Rate	(Number of Complaints Related to Planned Works / Total Number of Planned Works) * 100
Program Effectiveness Index	A score based on the Participation Rate and outcomes of the programs.
Program Enrollment Rate	(Number of Customers Enrolled in Assistance Programs / Total Number of Eligible Customers) * 100
Program Utilization Rate	(Number of Customers Actively Using Assistance Program Benefits / Total Number of Enrolled Customers) * 100
Re-submission Rate	(Number of Applications Requiring Re-submission / Total New Applications) * 100
Re-verification Rate	(Number of Applications Failing Identity Verification on First Attempt / Total Number of Applications) * 100
Revenue Recovery Rate	(Amount Collected from Final Bills / Total Amount Billed in Final Bills) * 100
Risk Assessment Distribution	The percentage of applicants categorized into different risk levels that required deposits.
Self-Service Adoption Rate	(Number of Self-Service Requests / Total Number of Service Requests) * 100
Self-Service Failure Rate	(Number of Self-Service Requests that Failed and Escalated / Total Self-Service Requests) * 100
Self-Service Information Usage Rate	(Number of Customers Using Outage Maps/Portals / (Number of Customers Using Portals + Number of Customers Calling In)) * 100
Service Channel Distribution %	(Number of Service Requests via a Specific Channel / Total Number of Service Requests) * 100
SLA Compliance Rate	(Number of Affected Customers Receiving Updates Within SLA / Total Number of Affected Customers) * 100
Social Communication Effectiveness	A score based on the Social Media Engagement Count during outages.
Social Media Engagement Count	Total number of interactions (likes, shares, comments) with social media updates during outages.
System Issue Rate	(Number of Activations Delayed Due to System Issues / Total Number of Activations) * 100
System Reliability Score	A score inversely related to the Outage Count and Outage Frequency Rate.
Update Delivery Success Rate	(Number of Customers Who Successfully Received Updates / Total Number of Customers to be Updated) * 100
Usage Monitoring Effectiveness	A score based on the Anomaly Detection Count and False Positive Rate.
Usage Pattern Distribution %	(Number of Customers in a Specific Usage Category / Total Number of Customers) * 100
Usage Regularity Index	A score or classification (e.g., high, medium, low) based on the consistency of a customer's consumption.
Utilization Rate	(Number of Customers Enrolled in Assistance Programs / Total Number of Eligible Customers) * 100
Verification Accuracy Score	100 - Error Rate by Method.
Verification Success Rate	100 - First-Attempt Failure Rate.
Voluntary Churn Rate	(Number of Voluntary Attritions / Total Number of Attritions) * 100

Call Center Rep

This role is focused on real-time call handling, first-call resolution, and converting inquiries into applications.

Metric	Formula
Abandonment Rate	(Number of Phone-Initiated Applications Abandoned / Total Phone-Initiated Applications) * 100
Account Resolution Score	A score based on the number of calls about final settlements and refunds that are successfully resolved.
Anomaly Call Volume	Total number of calls received regarding consumption anomalies.
Automated Payment Effectiveness	(Number of Payments Successfully Processed via IVR/Phone / Total Number of Payments Attempted via IVR/Phone) * 100
Bill Delivery Issue Call Count	Total number of calls regarding missed or delayed bills.
Call Closure Rate	(Number of Move-in Calls Resolved Without Follow-up / Total Number of Move-in Calls) * 100
Call Reduction Potential	(Number of Calls That Could Have Been Resolved by Self-Service / Total Number of Calls) * 100
Call Resolution Rate	(Number of Anomaly Calls Resolved / Total Number of Anomaly Calls) * 100
Call Resolution via Assistance Rate	(Number of Calls Resolved by Setting up Assistance Programs / Total Number of Calls) * 100
Call-Assisted Success Rate	(Number of Successful Digital Verifications with Call Support / Total Number of Digital Verifications Attempted with Call Support) * 100
Call-to-Application Conversion Rate	(Number of Completed Applications from Calls / Total Number of Calls That Started an Application) * 100
Channel Migration Success Rate	(Number of Phone-Initiated Applications Completed Digitally / Total Number of Phone-Initiated Applications) * 100
Channel Optimization Score	(Number of Calls That Could Have Been Resolved by Self-Service / Total Number of Calls) * 100
Communication Success Rate	(Number of Customers Who Received Real-Time Activation Updates / Total Number of Customers Awaiting Activation) * 100
Competitive Inquiry Rate	(Number of Callers Asking About Competitor Pricing/Service / Total Number of Application-related Calls) * 100
Competitive Intelligence Index	A score based on the volume and nature of caller inquiries about competitors.
Conversion Rate %	(Number of Inquiries Converted to Applications During First Call / Total Number of Inquiries) * 100
Customer Communication Satisfaction	A score based on the Repeat Call Rate per customer during an outage (lower is better).
Customer Engagement Score	A score based on the Feedback Provision Rate during calls.
Customer Notification Score	(Number of Customers Who Received Real-Time Activation Updates / Total Number of Customers Awaiting Activation) * 100
Customer Satisfaction Score	A score from post-call surveys, particularly for calls regarding consumption anomalies.
Delivery Problem Rate	(Number of Calls About Missed/Delayed Bills / Total Number of Bills Issued) * 100
Deposit Acceptance Timeline	A comparison of the percentage of customers agreeing to a deposit on the first call versus after a follow-up.
Deposit Refund Processing Rate	A measure of how efficiently calls about deposit refunds are handled, possibly Number of Refund Calls Resolved / Total Refund Calls.
Digital Communication Failure Rate	(Number of Follow-up Calls Due to Missed Digital Notifications / Total Number of Digital Notifications Sent) * 100
Digital Completion Rate	(Number of Phone-Initiated Applications Completed Digitally / Total Phone-Initiated Applications) * 100
Digital Verification Failure Rate	(Number of Failed Digital Verification Attempts During Call Support / Total Digital Verification Attempts During Call Support) * 100
Drop-off Rate	(Number of Calls Dropped Mid-Process / Total Calls That Started an Application) * 100
Emergency Activation Time	Average time from the start of an 'emergency need' call to service activation.
Emergency Call Volume	Total number of calls identified as being from 'emergency need' customers.
Feedback Provision Rate	(Number of Customers Who Provided Feedback / Total Number of Customers Called) * 100
Feedback Quality Index	A qualitative score assigned to the feedback provided by customers during calls.
Final Account Resolution Score	A score based on the successful resolution of calls regarding final settlements and deposit refunds.
First Call Conversion Rate	(Number of Inquiries Converted to Applications on the First Call / Total Number of Inquiries) * 100
First Call Resolution Rate	(Number of Calls Resolved on the First Attempt / Total Number of Calls) * 100
First-Call Deposit Agreement Rate	(Number of Customers Agreeing to Deposit on First Call / Total Customers Requiring a Deposit) * 100
Follow-up Call Rate	(Number of Calls Requiring a Follow-up / Total Number of Calls) * 100
Follow-up Conversion Rate	(Number of Customers Agreeing to Deposit After Follow-up / Total Customers Requiring Follow-up) * 100
Information Adequacy Score	A score inversely related to the Repeat Call Rate during an outage.
Information Availability Score	(Number of Outage Calls Resolved with Real-Time Updates / Total Number of Outage-Related Calls) * 100
Inquiry-to-Application Conversion Rate	(Number of Inquiries Converted to Applications / Total Number of Inquiries) * 100
IVR Payment Success Rate	(Number of Successful IVR Payments / Total IVR Payment Attempts) * 100
Lead Quality Score	A score based on the First Call Conversion Rate.
Maintenance Inquiry Call Count	Total number of calls asking about planned maintenance schedules.
Missed Notification Follow-up Rate	(Number of Calls That Were Follow-ups to Missed Notifications / Total Number of Calls) * 100
Notification Effectiveness Score	A score inversely related to the Missed Notification Follow-up Rate.
Outage Call Resolution Rate	(Number of Outage Calls Resolved with Real-Time Updates / Total Number of Outage-Related Calls) * 100
Payment Processing Rate	(Number of Successful Phone Payments / Total Phone Payment Attempts) * 100
Phone Payment Processing Rate	(Number of Successful Phone Payments / Total Phone Payment Attempts) * 100
Plan Setup Success Rate	(Number of Calls Resulting in a Successful Assistance Plan Setup / Total Calls Where a Plan Was Offered) * 100
Price Comparison Request Count	Total number of callers who asked about competitor pricing or services.
Program Setup Success Rate	(Number of Calls Resulting in a Successful Assistance Plan Setup / Total Calls Where a Plan Was Offered) * 100
Real-Time Resolution Count	Total number of outage-related calls that were resolved using real-time information.
Real-Time Update Delivery Count	Total number of customers who received real-time activation status updates.
Repeat Call Rate	(Number of Repeat Calls from the Same Customer on the Same Issue / Total Number of Calls for that Issue) * 100
Request Resolution Rate	(Number of 'Emergency Need' Requests Resolved / Total 'Emergency Need' Requests) * 100
Resolution Success Rate	(Number of Calls About Missed Bills Resolved / Total Calls About Missed Bills) * 100
Schedule Information Request Rate	(Number of Calls About Maintenance Schedules / Total Call Volume) * 100
Self-Service Deflection Opportunity Rate	(Number of Calls That Could Have Been Resolved by Self-Service / Total Number of Calls) * 100
Settlement Call Count	Total number of calls about final settlements and deposit refunds.
Technical Issue Rate	(Number of Failed Digital Verifications Due to Technical Issues / Total Failed Digital Verifications) * 100
Urgent Request Resolution Rate	(Number of 'Emergency Need' Requests Resolved / Total 'Emergency Need' Requests) * 100

Customer Executive

This role manages in-person branch interactions, from applications and payments to complaint handling.

Metric	Formula
Application Completion Rate	(Number of Completed Branch Applications / Total Number of Branch Applications Started) * 100
Assistance Program Enrollment Count	Total number of branch customers who enrolled in payment plans.
Average Visits per Application	Total Number of Visits by Branch Applicants / Total Number of Branch Applications
Bill Clarification Inquiry Count	Total number of walk-in customers seeking bill clarifications.
Bill Spike Investigation Rate	(Number of Walk-ins for Bill Spikes due to Irregular Usage / Total Number of Walk-ins) * 100
Bill Understanding Rate	(Number of Bill Clarification Inquiries Resolved Successfully / Total Number of Bill Clarification Inquiries) * 100
Branch Assistance Effectiveness	Total number of branch customers who enrolled in payment plans.
Branch Complaint Rate	(Number of Walk-in Complaints about Planned Disruptions / Total Number of Walk-ins) * 100
Branch Engagement Effectiveness	Total number of branch customers who signed up for loyalty/recognition programs.
Branch Impact Score	A score based on the number and severity of in-branch complaints about unplanned outages.
Branch Payment Efficiency	(Number of In-Branch Payments Processed Daily / Total Number of In-Branch Payments Received Daily) * 100
Branch Traffic Reduction Rate	(Number of Walk-in Queries Avoided by Proactive Notifications / Total Potential Walk-in Queries) * 100
Case Resolution Efficiency	A measure based on the Multi-Visit Case Count (lower is better).
Channel Preference Change Rate	(Number of Walk-in Customers Requesting a Bill Format Switch / Total Number of Walk-in Customers) * 100
Clarification Success Rate	(Number of Bill Clarification Walk-ins Resolved / Total Number of Bill Clarification Walk-ins) * 100
Competitive Inquiry Count	Total number of walk-in customers who mentioned a competitor.
Competitive Pressure Index	A score based on the frequency and context of competitor mentions by walk-in customers.
Counter Completion Rate	(Number of Counter Applications Successfully Converted on the Same Day / Total Number of Counter Applications) * 100
Counter Scheduling Success Count	Total number of activations successfully scheduled at the counter.
Daily Payment Processing Count	The number of in-branch payments processed daily versus those that are delayed.
Disconnection Processing Efficiency	(Number of Disconnection Requests Processed Same Day / Total Disconnection Requests) * 100
Digital Switch Rate	(Number of Walk-in Customers Switching to Digital Bills / Total Walk-in Customers Requesting Bill Information) * 100
Document Accuracy Rate	100 - Re-check Requirement Count as a percentage of total verifications.
First-Time Document Verification Success Count	Total number of walk-in applications where documents were verified successfully on the first attempt.
In-Branch Collection Count	The number of deposit payments collected in-branch versus those still pending.
In-Branch Payment Plan Enrollment Count	Total number of branch customers who enrolled in payment plans.
Issue-Free Processing Rate	(Number of Referral Customers Onboarded Without Issue / Total Number of Referral Customers) * 100
Multi-Visit Case Count	Total number of assisted-service cases that required more than one visit to resolve.
Paper Bill Request Count	Total number of walk-in customers who requested paper bills.
Pending Activation Volume	Total Activations Scheduled at Counter - Activations Successfully Scheduled
Pending Application Volume	Total Branch Applications Received - Branch Applications Processed Same Day
Pending Deposit Volume	Total Deposits Required - Deposits Collected In-Branch
Planned Disruption Complaint Count	Total number of walk-in complaints about planned disruptions.
Plan Signup Rate	(Number of Branch Customers Enrolling in Payment Plans / Total Number of Branch Customers) * 100
Proactive Communication Effectiveness	A score based on the Query Avoidance Count.
Processing Delay Rate	(Number of In-Branch Payments Delayed / Total In-Branch Payments) * 100
Processing Efficiency Rate	(Number of Branch Applications Processed Fully on Same Day / Total Branch Applications) * 100
Processing Efficiency Score	A score based on the Re-check Requirement Count (lower is better).
Query Avoidance Count	The estimated number of walk-in queries that were prevented by proactive notifications.
Re-check Requirement Count	Total number of in-person verifications that needed a re-check due to document issues.
Referral Success Rate	(Number of Referral Customers Onboarded Without Issue / Total Number of Referral Customers) * 100
Revisit Rate	(Number of Branch Applicants Who Had to Revisit / Total Number of Branch Applicants) * 100
Same-Day Conversion Rate	(Number of Counter Applications Converted Same Day / Total Counter Applications) * 100
Same-Day Processing Count	Total number of disconnection requests processed on the same day they are received.
Scheduling Efficiency Rate	(Number of Activations Successfully Scheduled at Counter / Total Activation Requests at Counter) * 100
Seamless Onboarding Count	Total number of real-estate referral customers who completed onboarding in the branch without any issues.
Service Completion Rate	100 - (Multi-Visit Case Count / Total Assisted-Service Cases) * 100
Service Recovery Rate	(Number of Unplanned Outage Complaints Resolved / Total Unplanned Outage Complaints) * 100
Service Termination Rate	(Number of Disconnection Requests Processed Same Day / Total Disconnection Requests) * 100
Unplanned Outage Complaint Count	Total number of in-branch complaints about unplanned outages.
Usage Explanation Success Rate	(Number of Bill Spike Inquiries Resolved / Total Number of Bill Spike Inquiries) * 100
Usage-Related Inquiry Count	Total number of walk-in inquiries related to bill spikes or irregular usage.
Verification Efficiency Score	A score based on the Re-check Requirement Count and time taken for verification.
Win Rate vs. Competitors	A qualitative measure based on how many customers proceed with an application after mentioning a competitor.

Recovery Executive

This role is responsible for managing delinquent accounts, collections, and minimizing bad debt.

Metric	Formula
Assistance Program Failure Rate	(Number of Assistance Accounts that were Disconnected / Total Number of Accounts in Assistance Programs) * 100
Average Outstanding Amount	Total Outstanding Balance from Previous Accounts / Number of New Applicants with Outstanding Balances
Auto-Pay Conversion Rate	(Number of Delinquent Accounts Paid via Auto-Pay / Total Number of Delinquent Accounts that Paid) * 100
Bad Debt Rate	(Number of Terminated Accounts with Unpaid Balances / Total Number of Terminated Accounts) * 100
Billing Frequency Impact	A comparison of delinquency rates across different billing cycle types.
Channel Risk Score	A score for each application method based on the percentage of its customers who later require payment follow-up.
Collection Success Rate	(Number of New Applicants with Previous Balances who Paid / Total New Applicants with Previous Balances) * 100
Communication Impact on Payment	A measure of the reduction in late payment excuses linked to outages after proactive communication.
Channel Effectiveness Score	A score comparing the response rates for payment reminders across different communication methods.
Complaint-Payment Link Index	(Number of Delayed Payers Who Also Complained About Service Outages / Total Number of Delayed Payers) * 100
Credit Assessment Success Rate	(Number of New Customers Requiring Deposits due to Poor/No Credit History / Total Number of New Customers) * 100
Customer Return Score	(Number of Reconnections for the Same Customer / Total Number of Reconnections) * 100
Cycle Risk Score	A score assigned to each billing cycle based on its historical delinquency rate.
Default Rate by Market Type	(Number of Competitive-Market Applicants Who Defaulted in First 6 Months / Total Competitive-Market Applicants) * 100
Delinquency Rate by Billing Cycle	(Number of Delinquent Accounts in a Billing Cycle / Total Accounts in that Billing Cycle) * 100
Delinquency Rate by Usage Level	A comparison of delinquency rates between high-usage and normal-usage accounts.
Delinquency Rate by Verification Type	(Number of Accounts with Relaxed Verification that Turned Delinquent / Total Accounts with Relaxed Verification) * 100
Deposit Effectiveness Index	100 - Post-Deposit Default Rate
Deposit Requirement Rate	(Number of New Customers Requiring Deposits due to Credit History / Total Number of New Customers) * 100
Digital Engagement vs. Payment Correlation	A correlation analysis between self-service activity and delinquency status.
Disconnection Despite Assistance Rate	(Number of Assistance Accounts Still Disconnected / Total Number of Assistance Accounts) * 100
Early Default Rate	(Number of Applicants Defaulting in First 6 Months / Total Applicants in that Cohort) * 100
Early Payment Default Rate	(Number of Emergency-Need Customers Who Delayed/Defaulted in First 3 Months / Total Emergency-Need Customers) * 100
Emergency Customer Risk Score	A risk score based on the Early Payment Default Rate for emergency-need customers.
Excuse Reduction Rate	A measure of the decrease in late payment excuses linked to outages following proactive communication.
Final Collection Success Rate	100 - Bad Debt Rate
Hardship Customer Recovery Rate	(Number of Hardship Customers Who Re-engaged Successfully / Total Number of Hardship Customers) * 100
High-Usage Risk Score	A risk score based on the correlation between high usage and delinquency.
Market-Based Risk Score	A risk score based on the Default Rate by Market Type.
New Owner Connection Rate	(Number of Reconnections for a New Owner / Total Number of Reconnections) * 100
Outage-Related Delinquency Spike Rate	A measure of the temporary increase in delinquency rates in areas affected by outages.
Payment Behavior Change Rate	A measure of the shift from manual to auto-pay among previously delinquent accounts.
Payment Compliance Rate	100 - Early Payment Default Rate for emergency-need customers.
Payment Correlation Index	A statistical correlation between high usage and delinquency.
Payment Delay + Complaint Correlation Rate	(Number of Delayed Payers Who Also Complained About Outages / Total Number of Delayed Payers) * 100
Payment Follow-up Rate by Channel	(Number of Customers from a Channel Needing Payment Follow-up / Total Customers from that Channel) * 100
Payment Recovery Rate	(Number of Delinquent Accounts that Eventually Paid / Total Number of Delinquent Accounts) * 100
Payment Reliability Index	A score based on the Early Default Rate for different market types.
Payment Response Rate by Channel	(Number of Responses to Payment Reminders from a Channel / Total Reminders Sent via that Channel) * 100
Payment Timing Impact	A comparative analysis of delinquency rates by billing cycle.
Post-Deposit Default Rate	(Number of Customers Who Defaulted Despite Paying a Deposit / Total Customers Who Paid a Deposit) * 100
Pre-Clearance Activation Count	Total number of activations that proceeded before the customer's deposit payment was cleared.
Prior Balance Rate	(Number of New Applicants with Outstanding Balances / Total Number of New Applicants) * 100
Recovery Payment Method Distribution	The percentage breakdown of payment methods (auto-pay vs. manual) used by recovered delinquent accounts.