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.