Average calendar days to resolve insurance consumer complaints
Agency:
Metric Definition (Include unit of measurements):
Average calendar days to close a consumer request for assistance or investigation from date received to date response sent to consumer.
Algorithm (How is it calculated?):
Average of ([Resolution notification date] - [Consumer assistance request received date])
Data Source (System of Record for data):
MS Access (CADStats.accdb) "Complaint Lead Time (NotIQ) Summary" report of data maintained in iSeries database tables
Frequency of Update (weekly, monthly, etc.):
weekly
Target Type (select from list):
Breakthrough
Operational Category (If applicable):
Resolving Issues Faster
Cat2:
Resolving Issues Faster