Percent of Complaints Initiated On Time
Metric Definition (Include unit of measurements):
Percent of Priority A and B complaints investigated within the established time frames (A: 48 hours, B: 10 days)
Algorithm (How is it calculated?):
# of high priority complaints responded to within timeframes divided by the total # of high priority complaints received
Data Source (System of Record for data):
ASPEN Data
Frequency of Update (weekly, monthly, etc.):
Monthly
Target Type (select from list):
Breakthrough
Operational Category (If applicable):
Responding Faster
Cat2:
Responding Faster