Attribute · Quantity
Percentage
A proportion, meaningful only when what it is a proportion of is stated.
The type
What it is
A percentage without a base is the most common way of saying something confident and empty. Twenty per cent growth on what, from when, of which figure.
The attribute therefore carries its base rather than assuming it is understood.
How it is recorded
The value with its base and period — “of what, over what”.
Examples
- 20% of onboarding time, against Q1
- 4% of revenue
- 70% confidence
The usual mistake
Percentage changes of percentages. A move from 4% to 5% is one point, not twenty-five per cent, and both get reported.
Shared across the framework
Where this type is used
294 places in the framework carry this type. Each names it locally; the definition stays here.
Goal Core12 places
- Traceable sharePurpose · Alignment · The cascade record · CoverageThe proportion of current initiatives with a stated link upward.
- DistanceLong term goals · Long-range ambition · The ambition statement · The gapHow far there is to travel, as a proportion.
- Share per horizonLong term goals · Growth horizons · The horizon map · The balanceHow the portfolio splits across the three.
- Change since last reviewLong term goals · Growth horizons · The horizon map · The driftHow the split has shifted.
- ShareLong term goals · Growth horizons · The allocation · The sharesProportion of the total.
- Expected failure rateLong term goals · Growth horizons · Measures per horizon · Failure toleranceWhat proportion is expected not to work.
- Expected shareLong term goals · Direction of growth · The growth split · The quadrantsHow much of the ambition this direction is meant to deliver.
- Largest shareLong term goals · Direction of growth · The growth split · The concentrationThe proportion from the single biggest direction.
- Against the askTactical goals · Cascade and catchball · The counter-proposals · The proposalHow the proposal compares with what was requested.
- CommittedTactical goals · Resourcing · The capacity check · The existing loadHow much of their available capacity is already spoken for.
- ReservedTactical goals · Resourcing · The capacity check · The headroomThe share of capacity deliberately left free.
- Share of effortStrategic goals · Strategic themes · The theme set · The weightHow much resource sits behind this theme.
Business Core65 places
- Attrition rateHR · Workforce planning · The demand forecast · The assumptionsThe input that most often breaks a workforce forecast, and the one least often stated.
- RateHR · Retention and engagement · The turnover record · The segmentationMeaningful only alongside the population it was calculated on.
- Response rateHR · Retention and engagement · The engagement read · The resultA falling rate is often a clearer signal than the score it accompanies.
- Share of lossesValue Proposition · Differentiation · The alternative set · The alternativesWhere deals actually go, which frequently contradicts the assumed competitor set.
- VariabilityMonetisation · Revenue model · The stream map · The recurrenceHow much it moves between periods, which is what usage-based revenue costs in planning terms.
- Rate changeMonetisation · Pricing · The price list · The tiersHow much the effective rate moves across the boundary.
- DeviationMonetisation · Pricing · The price list · The variationsHow far from list, which aggregated is the realised-price gap.
- LimitMonetisation · Pricing · The discount policy · The authorityThe maximum at that level — deals will cluster just below it.
- Discount givenMonetisation · Pricing · The discount policy · The discount recordThe actual reduction, which aggregated is the realised-price story.
- Contribution rateMonetisation · Margin structure · The contribution analysis · The contributionThe rate, which ranks differently from the amount and answers a different question.
- Top decile shareMonetisation · Margin structure · The contribution analysis · The distributionHow concentrated contribution is, which determines how much attention concentration deserves.
- MarginMonetisation · Margin structure · The scale model · The trajectoryActual margin by period, so the direction is measured rather than assumed.
- ShareMonetisation · Revenue quality · The revenue split · The categoriesProportion of total, which is the number that actually gets read.
- Mix changeMonetisation · Revenue quality · The revenue split · The trendMovement in category share between periods.
- Largest customer shareMonetisation · Revenue quality · The concentration measure · The customer concentrationThe headline concentration number.
- Top five shareMonetisation · Revenue quality · The concentration measure · The customer concentrationShows whether concentration is one relationship or a pattern.
- ShareMonetisation · Revenue quality · The concentration measure · The other concentrationsHow much depends on it.
- Gross revenue retentionMonetisation · Revenue quality · The retention record · The retention ratesWhat stays before expansion, which is the honest loss measure.
- Net revenue retentionMonetisation · Revenue quality · The retention record · The retention ratesIncluding expansion, which is what determines growth without new sales.
- Logo retentionMonetisation · Revenue quality · The retention record · The retention ratesBy count, which diverges from revenue retention and is worth seeing.
- Share of growthMonetisation · Revenue quality · The retention record · The expansionHow much total growth came from the existing base.
- Capacity committedCore Competencies · Building · The build plan · The peopleThe share of their time, which is what determines whether it happens.
- RetainedCore Competencies · Building · The absorption check · The departure testRough share of the capability that would survive the departure.
- CoverageCore Competencies · Protecting · The embedding record · The coverageRough share of the capability captured, held honestly rather than optimistically.
- CoverageBusiness Assets · Asset register · The review record · The verificationWhat share was checked, which determines how much the result means.
- UtilisationBusiness Assets · Utilisation · The utilisation measure · The readingThe figure, meaningful only alongside its denominator.
- TargetBusiness Assets · Utilisation · The target set · The targetThe intended level, chosen rather than assumed.
- HeadroomBusiness Assets · Utilisation · The target set · The headroomThe reserved share, named so it is not removed as waste.
- VarianceBusiness Assets · Utilisation · The target set · The varianceDistance from target for the period.
- UtilisationBusiness Assets · Utilisation · The idle list · The idle assetsHow far below target it has been running.
- Annual escalationBusiness Assets · Lifecycle · The lifecycle cost model · The running costHow fast it rises, which sets the economic replacement point.
- Flow efficiencyOperational Systems · Process design · The time analysis · The flow efficiencyProcessing time over elapsed time — usually far lower than expected.
- Agreement rateOperational Systems · Standards and quality · The standard · The agreement testHow often the assessors matched, which is the standard’s real quality measure.
- Failure rateOperational Systems · Standards and quality · The check points · The failure pathHow often output fails here, which shows whether the check is finding anything.
- AdherenceOperational Systems · Continuous improvement · The updated standard · The adherence checkHow much of the work follows the new standard.
- EscalationPartners · The agreement · The commercial terms · The change mechanismHow much price rises, and against what index.
- Variation sharePartners · Value review · The full cost · The direct costHow much came from changes rather than the base agreement.
- Participation rateStakeholders · Engagement · The method · The participationAgainst those invited, which is the honest measure.
- On-time rateStakeholders · Reporting · The reporting schedule · The continuityOver several periods, which is the honest reliability measure.
- ChangeFinance · Budgeting · The strategy check · The movementMovement against the previous period.
- Variance rateFinance · Budgeting · The variance record · The varianceAgainst budget, which normalises across line sizes.
- Actual to dateFinance · Forecasting · The forecast · The estimateHow much of the period is already known rather than estimated.
- Average errorFinance · Forecasting · The accuracy record · The biasMean signed error, which reveals direction.
- Early payment discountFinance · Cash flow · The conversion cycle · The payable daysWhat is available for paying sooner, which is sometimes better economics.
- Share of inputSupply Chain · Sourcing · The supplier list · The suppliersHow much of that input comes from them, which is where concentration shows.
- On-time rateSupply Chain · Sourcing · The supplier list · The performanceDelivery against promised date.
- Quality rateSupply Chain · Sourcing · The supplier list · The performanceShare of deliveries meeting specification.
- Defect rateSupply Chain · Sourcing · The total cost comparison · The quality costHow often the input fails specification.
- ShareSupply Chain · Sourcing · The concentration position · The single sourcesHow concentrated, against a threshold set in advance.
- Demand coveredSupply Chain · Logistics · The network · The distance to demandShare of demand within the target service distance.
- Surcharge shareSupply Chain · Logistics · The cost per movement · The freight costHow much of the total comes from charges outside the base rate.
- Failed delivery rateSupply Chain · Logistics · The cost per movement · The last mileHow often it has to be repeated, which multiplies the cost.
- Share of totalSupply Chain · Logistics · The cost per movement · The last mileHow much of total logistics cost sits in the last leg.
- Record accuracySupply Chain · Inventory · The stock position · The accuracyShare of counted items matching the record.
- Service levelSupply Chain · Inventory · The reorder rules · The service levelTarget availability for the item.
- Share of totalSupply Chain · Inventory · The ageing report · The age bandsProportion of inventory value at this age.
- ExposureSupply Chain · Resilience · The dependency map · The shared sourcesHow much of the input would be affected by its failure.
- Share from regionSupply Chain · Resilience · The dependency map · The geographyHow much of the input originates there.
- Capacity availableSupply Chain · Resilience · The tested response · The alternativesHow much of the requirement they could actually cover.
- Share lostManufacturing Operations · Capacity planning · The capacity model · The deductionsHow much capacity it consumes.
- Target bufferManufacturing Operations · Capacity planning · The capacity decision · The strategyHow much headroom the strategy implies.
- Trigger levelManufacturing Operations · Capacity planning · The capacity decision · The triggerThe utilisation that starts the process.
- Loop rateManufacturing Operations · Production flow · The flow map · The rework loopsHow often work takes the loop.
- Flow efficiencyManufacturing Operations · Production flow · The flow measure · The efficiencyProcessing time over elapsed time.
- Windows keptManufacturing Operations · Maintenance · The schedule · The windowHow often it is honoured, which is the honest measure of the schedule.
Brand Core45 places
- Margin effectBrand promise · Deliverability · The cost to keep · The margin impactWhat the promise costs as a share of contribution.
- Expected failure rateBrand promise · Communication · The margin · The tradeHow often the promise is expected to break at this margin.
- Failure rateBrand promise · Keeping it · The failure record · The rateFailures against opportunities in the period.
- Retention after failureBrand promise · Keeping it · The recovery · The recovery outcomeHow many stay, which is the real recovery measure.
- Believe itBrand promise · Keeping it · The trust reading · The beliefShare who expect the promise to be kept.
- Share relyingBrand promise · Keeping it · The trust reading · The relianceHow many behave that way.
- Correctly attributedBrand Identity · Visual system · The distinctive assets · The recognitionShare who name this brand when shown the element alone.
- MisattributedBrand Identity · Visual system · The distinctive assets · The recognitionShare who name a competitor, which is the more alarming number.
- FrequencyBrand Positioning · Frame of reference · The comparison set · The alternativesHow often it appears in a real decision.
- Share of lossesBrand Positioning · Frame of reference · The comparison set · The loss analysisHow much of the total this alternative accounts for.
- Share of entriesBrand Positioning · Frame of reference · The entry points · The situationsHow much of demand starts here.
- RetrievedBrand Positioning · Frame of reference · The entry points · The linkageShare who name the brand in this situation, unprompted.
- Unprompted recallBrand Value · Awareness · The recall measure · The unpromptedShare who name the brand without prompting.
- First namedBrand Value · Awareness · The recall measure · The unpromptedShare who name it first, which is a stronger position.
- Prompted recognitionBrand Value · Awareness · The recall measure · The promptedShare who recognise it when shown.
- Demand shareBrand Value · Awareness · The situations · The listHow much demand originates in this situation.
- Weighted coverageBrand Value · Awareness · The situations · The coverageCoverage weighted by demand share, which is the better figure.
- Share of mentionsBrand Value · Awareness · The comparison · The relative positionShare of all unprompted mentions in the category.
- Own changeBrand Value · Awareness · The comparison · The relative trendMovement in the brand’s own figure.
- Category changeBrand Value · Awareness · The comparison · The relative trendMovement in the category as a whole.
- Intended arrivingBrand Value · Associations · The association set · The overlapShare of intended associations that appear unprompted.
- Mention rateBrand Value · Associations · The scoring · The strengthShare of respondents who raise it unprompted.
- Mention rateBrand Value · Associations · The unintended · The unplannedHow widely it is held.
- Repeat rateBrand Value · Loyalty · The behaviour · The repeat rateShare who purchase again within the period.
- RetentionBrand Value · Loyalty · The behaviour · The retentionShare still active at the end of the period.
- Share of spendBrand Value · Loyalty · The behaviour · The share of spendProportion of the customer’s category spending.
- Observed advocacyBrand Value · Loyalty · The attitude · The advocacyShare who have actually referred someone.
- Stated willingnessBrand Value · Loyalty · The attitude · The advocacyWhat people say they would do, which reliably exceeds what they do.
- Reported retentionBrand Value · Loyalty · The lock-in · The adjusted loyaltyThe headline figure.
- Adjusted retentionBrand Value · Loyalty · The lock-in · The adjusted loyaltyEstimated retention with lock-in removed.
- Effect on valueBrand Value · Valuation · The method · The sensitivityHow much the valuation moves for a given change.
- Premium rateBrand Value · Valuation · The price premium · The premiumThe difference as a proportion.
- Response rateBrand Perception · Measuring perception · The reading · The response rateShare of those approached who answered.
- Mention rateBrand Perception · The identity–image gap · The comparison · The returnedHow widely it is held.
- Recall the claimBrand Perception · The identity–image gap · The diagnosis · The reach checkShare who remember encountering it.
- Recall and acceptBrand Perception · The identity–image gap · The diagnosis · The reach checkShare who remember it and believe it.
- Recall and rejectBrand Perception · The identity–image gap · The diagnosis · The reach checkShare who remember it and do not believe it.
- Response rateBrand Perception · Segment differences · The segments · The reachabilityHow many respond, per group.
- Share holding itBrand Perception · Shifting perception · The target perception · The current beliefHow widely.
- Target shareBrand Perception · Shifting perception · The target perception · The target beliefHow many should hold it.
- Survival rateBrand Narrative · The story · The retelling test · The survivalsShare of retellings that included it.
- ReturnedBrand Narrative · Message architecture · The master message · The testShare who name it when asked what the organisation is saying.
- ReachedBrand Narrative · The tellers · The internal version · The distributionShare of the organisation that has actually received it.
- Holding intended versionBrand Narrative · The tellers · The variance check · The spreadShare whose answer matches the intended narrative.
- Market familiarityBrand Narrative · Evolution · The continuity cost · The accumulatedShare who know the story.
Vision Core7 places
- Share of gapVision Statement · Reachability · The gap · The compositionHow much of the distance this component accounts for.
- Believe achievableVision Statement · Reachability · The belief check · The readingShare who privately think it is possible.
- ShareMission Statement · The statement · The audience · The actual customersHow much of revenue that group represents.
- ShareMission Statement · Scope · The revenue check · The breakdownProportion of total.
- Share of totalMission Statement · Scope · The revenue check · The outside scopeWhich is what determines whether it matters.
- Recognition rateMission Statement · Recognisability · The reading · The rateShare who could find their work in it.
- Share of effortMission Statement · Recognisability · The gap · The omissionsHow much of the organisation does it.
Market Core59 places
- Share of totalMarket Opportunities · Sizing · The three sizes · The serviceableHow much of the total survives the constraints.
- Assumed shareMarket Opportunities · Sizing · The three sizes · The obtainableThe share assumption, stated rather than buried.
- Effect on totalMarket Opportunities · Sizing · The sanity check · The sensitivityHow much the answer moves.
- Value growthMarket Opportunities · Growth and direction · The rate · The growthCompound annual growth in market value.
- Volume growthMarket Opportunities · Growth and direction · The rate · The growthCompound annual growth in units, which frequently differs.
- Forecast growthMarket Opportunities · Growth and direction · The rate · The forecastExpected rate over the planning horizon.
- Share of growthMarket Opportunities · Growth and direction · The drivers · The driverHow much of the movement this driver accounts for.
- Capacity releasedMarket Opportunities · The shortlist · The pursued · The ownerHow much of their time is actually freed for it.
- Share of lossesCompetitors · The competitor set · The set · The share of lossesHow much of lost demand goes to this option.
- Share of decisionsCompetitors · Capability comparison · The dimensions · The deciding fewHow often it was decisive.
- Hit rateCompetitors · Reading their strategy · The prediction · The outcomeHow often predictions about this competitor hold.
- PenetrationTarget Audience · Segmentation · The segments · The sizeWhat share of the segment you hold.
- Expansion rateTarget Audience · Segment value · The lifetime value · The spendHow much spend grows over the relationship.
- Annual retentionTarget Audience · Segment value · The lifetime value · The durationThe rate the duration is derived from.
- Margin usedTarget Audience · Segment value · The lifetime value · The valueWhich margin the calculation applies.
- Win rateTarget Audience · Segment value · The acquisition cost · The loss costWhat share of pursued opportunities close.
- Share of segmentTarget Audience · Where they are · The places · The concentrationHow much of the segment is present.
- RelevanceTarget Audience · Where they are · The places · The concentrationWhat share of that place is your segment.
- Loop rateCustomer Journey · The buying stages · The stages · The loopsHow often it happens.
- Share entering hereCustomer Journey · The buying stages · The stages · The entryHow many arrive at this point.
- Working timeCustomer Journey · The buying stages · The duration · The totalWhat share of elapsed time anything was actually happening.
- Stage conversionCustomer Journey · Drop-off · The losses · The volumeThe rate, held alongside the absolute figure.
- Headline rateCustomer Journey · Drop-off · The correct filtering · The adjusted rateConversion including all departures.
- Adjusted rateCustomer Journey · Drop-off · The correct filtering · The adjusted rateConversion among qualified buyers only.
- Share of journeysCustomer Journey · What moves people forward · The triggers · The eventsHow often this trigger appears.
- Deals lost this wayCustomer Journey · What moves people forward · The people · The champion riskHow often it actually happens.
- Mentioned byCustomer Journey · Attribution · The unobservable · The influencesHow many buyers cite it when asked.
- Channel relevanceMarketing Channels · Channel selection · The fit · The audience presenceWhat share of the channel’s audience is your segment.
- Share of budgetMarketing Channels · Channel selection · The experiment · The allocationHow much is reserved for experiments.
- Share of totalMarketing Channels · Channel economics · The loaded cost · The mediaHow much of the channel’s cost this represents.
- Margin usedMarketing Channels · Channel economics · The payback · The periodWhich margin the calculation applies.
- Protected shareMarketing Channels · Channel economics · The spillover · The guardThe floor on demand-creating spend.
- Demand creationMarketing Channels · The mix · The split · The proportionShare building future demand.
- Demand captureMarketing Channels · The mix · The split · The proportionShare harvesting current demand.
- SplitMarketing Channels · The mix · The split · The classificationWhere a channel does both, how it divides.
- ChangeMarketing Channels · The mix · The split · The driftHow much the split has moved.
- Share of activityMarketing Channels · Testing and incrementality · The test design · The withheldHow much of the channel is being withheld.
- Time availableContent Type · The formats · The producers · The expert dependencyRealistically how much of their capacity is free.
- EfficiencyContent Type · Production · The steps · The total timeEffort over elapsed, which is usually low.
- Cost changeContent Type · Production · The cost per format · The unit trendHow much the unit cost has moved.
- Second-year performanceContent Type · Reuse and lifespan · The lifespan · The decayShare of first-year performance retained.
- AdherenceContent Calendar · The cadence · The adherence · The rateShare of scheduled slots filled.
- On timeContent Calendar · The cadence · The adherence · The rateShare filled on the planned date.
- Share unbookedContent Calendar · The plan · The reactive space · The allocationHow much capacity is reserved.
- Actually heldContent Calendar · The plan · The reactive space · The protectionHow often it remained free until needed.
- UtilisationContent Calendar · The plan · The reactive space · The useHow often the reserved capacity was used at all.
- Of their roleContent Calendar · Capacity · The available capacity · The hoursWhat share of their job this is.
- SlackContent Calendar · Capacity · The buffer · The slackShare of capacity left unbooked for disruption.
- UtilisationContent Calendar · Capacity · The buffer · The slackHow much of capacity the plan actually books.
- ShareSales Channels · Route to market · The routes · The volumeProportion of the total, which shows concentration.
- Margin shareSales Channels · Route to market · The trade · The marginWhat the route takes.
- Effective marginSales Channels · Route to market · The trade · The marginWhat remains after all route-related costs.
- Channel marginSales Channels · Enablement · The essentials · The commercialsWhat the route earns.
- Discount authoritySales Channels · Enablement · The essentials · The commercialsWhat the channel can concede without asking.
- Contribution rateSales Channels · Channel performance · The contribution · The netWhat proportion survives.
- RetentionSales Channels · Channel performance · The customer quality · The retentionShare still active after a period.
- Expansion rateSales Channels · Channel performance · The customer quality · The expansionHow much spend grows over the relationship.
- Early churnSales Channels · Channel performance · The customer quality · The mismatchShare leaving in the first months.
- Share of timeSales Channels · Channel performance · The management cost · The driversHow much of the total it accounts for.
Data Core21 places
- ShareKPI management · Choosing what to measure · The balance · The perspectivesProportion of the whole set.
- Periods metKPI management · Targets and thresholds · The target · The historyHow often the target has been achieved.
- Completion rateKPI management · The review · The decisions · The follow-upWhat share of review decisions get done.
- Error rateData Collection · The sources · The maintenance · The driftHow much of the source disagrees with reality when sampled.
- Match rateData Collection · Instrumentation · The joins · The resolutionHow often the resolution succeeds.
- PopulatedData Collection · Data quality · The measures · The completenessShare of records with a value.
- Usable thresholdData Collection · Data quality · The measures · The completenessThe level below which analysis on it is unsafe.
- Accuracy rateData Collection · Data quality · The measures · The accuracyShare of sampled records that were correct.
- Share of errorsData Collection · Data quality · The causes · The originHow much of the total this point produces.
- Affected recordsData Collection · Data quality · The fixes · The historicalHow much history is involved.
- Quality beforeData Collection · Data quality · The fixes · The verificationThe measure before the change.
- Quality afterData Collection · Data quality · The fixes · The verificationThe measure after.
- CompletenessPerformance Analysis · Method · The approach · The data usedQuality of the data used.
- Confident and correctPerformance Analysis · Reading the result · The confidence · The calibrationHow often high-confidence findings held up.
- Implementation ratePerformance Analysis · Acting on it · The implementation · The rateShare of recommendations acted on.
- OverlapReporting · What gets reported · The duplicates · The overlapsHow much of each is duplicated.
- Share flaggedReporting · Dashboards · The variation · The flaggingWhat proportion of elements are usually flagged.
- Acted onReporting · Distribution · The route · The alertingWhat share produce a response.
- On timeReporting · Distribution · The timing check · The arrivalHow often it arrives when scheduled.
- Top decile shareReporting · Whether it is read · The usage · The distributionHow concentrated usage is.
- Dormant rateData Governance · Access · The review · The dormantShare of grants never exercised.
Omni Core61 places
- Cited byCustomer Journey Mapping · Moments that matter · The peaks · The lowsHow many customers raise it unprompted.
- How often it happensCustomer Journey Mapping · Moments that matter · The peaks · The highsWhether every customer experiences it.
- Return rateCustomer Journey Mapping · Moments that matter · The ending · The departureHow many come back later.
- Customers affectedCustomer Journey Mapping · Channel handovers · The handovers · The frequencyHow many pass through this handover.
- Cases affectedCustomer Journey Mapping · Channel handovers · The context loss · The repetitionHow often it happens.
- Completion rateCustomer Feedback · Gathering it · The instrument · The lengthHow many who start, finish.
- Response rateCustomer Feedback · Gathering it · The coverage · The respondentsShare of those asked who answer.
- AgreementCustomer Feedback · Reading the signal · The categories · The consistencyHow often two coders agree.
- UncodedCustomer Feedback · Reading the signal · The categories · The unfittingShare of comments that fit nothing.
- Of respondentsCustomer Feedback · Reading the signal · The weighting · The frequencyWhat share of people raise it.
- Action rateCustomer Feedback · Routing · The outcome · The action rateShare of routed items that produced a change.
- Replied toCustomer Feedback · Closing the loop · The individual response · The timingWhat share of individual feedback gets any reply.
- Of baseCustomer Feedback · Closing the loop · The collective report · The reachWhat share of customers that is.
- Response rateCustomer Feedback · Closing the loop · The response rate · The rateShare of those asked who answer.
- Repeat rateCustomer Feedback · Closing the loop · The response rate · The repeat respondersShare of previous responders who answer again.
- After a replyCustomer Feedback · Closing the loop · The response rate · The repeat respondersRepeat rate among those who received a response.
- Without a replyCustomer Feedback · Closing the loop · The response rate · The repeat respondersRepeat rate among those who did not.
- Abandonment rateCustomer Support · Getting help · The abandoned · The abandonmentWhat share stop here.
- RatioCustomer Support · Getting help · The abandoned · The volumeAbandoned as a share of all attempts.
- Tried againCustomer Support · Getting help · The abandoned · The consequenceHow many made a second attempt.
- RetentionCustomer Support · Getting help · The abandoned · The consequenceHow many remained customers.
- Share of volumeCustomer Support · Resolution · The definition · The categoriesHow much of the contact volume it represents.
- Repeat rateCustomer Support · Resolution · The repeat rate · The rateShare of cases producing a second contact.
- Repeat rateCustomer Support · Resolution · The repeat rate · The worst categoriesHow often it produces a return.
- Response rateCustomer Support · Resolution · The confirmation · The questionHow many answer.
- Confirmed rateCustomer Support · Resolution · The confirmation · The answerShare confirmed as solved.
- ReopenedCustomer Support · Resolution · The confirmation · The follow-upHow many negative answers produced a reopening.
- Top questions coveredCustomer Support · Self-service and knowledge · The content · The coverageShare of high-volume questions with an article.
- Deflection rateCustomer Support · Self-service and knowledge · The deflection · The rateShare of visits not followed by a contact.
- Cases with full contextCustomer Support · Escalation · The context transfer · The verificationHow often the transfer works.
- Exit rateUI and UX Optimization · Understanding use · The analytics · The drop pointsWhat share leave here.
- How manyUI and UX Optimization · Understanding use · The workarounds · The behaviourShare of users who do it.
- Programme win rateUI and UX Optimization · Testing changes · The result · The recordWhat share of tests produce a real improvement.
- CoveragePersonalization · What is personalised · The inventory · The variantsWhat share of possible experiences has been seen.
- Combinations testedPersonalization · What is personalised · The maintenance · The testingWhat share of possible experiences is checked.
- CoveragePersonalization · The signals · The signal set · The coverageShare of customers the signal exists for.
- AccuracyPersonalization · The signals · The accuracy · The rateHow often the inference is right.
- Required accuracyPersonalization · The signals · The accuracy · The cost of wrongThe threshold this use should meet.
- Below thresholdPersonalization · The signals · The accuracy · The thresholdShare of customers where the default is shown instead.
- Opt-out ratePersonalization · The limits · The visibility · The receptionHow many disable personalisation.
- Holdout sizePersonalization · Whether it works · The control · The holdoutWhat share sees the default.
- Of totalPersonalization · Whether it works · The control · The costHow much of the revenue this represents.
- Effective rateLoyalty Programs · The mechanism · The earning · The rateWhat the earning is worth as a discount.
- Members in tierLoyalty Programs · The mechanism · The earning · The tiersHow many are at this level.
- Redemption rateLoyalty Programs · The mechanism · The redemption · The redemption rateShare of earned value that is redeemed.
- Members redeemingLoyalty Programs · The mechanism · The redemption · The redemption rateShare of members who have ever redeemed.
- Of revenueLoyalty Programs · The economics · The cost · The reward costWhat share of revenue the programme costs.
- Breakage rateLoyalty Programs · The economics · The liability · The breakageShare assumed never redeemed.
- CancellationsLoyalty Programs · Winding down · The explanation · The reactionHow many left.
- RetainedLoyalty Programs · Winding down · The explanation · The recoveryHow many members remained.
- CoverageOmnichannel Integration · One identity · The matching · The methodWhat share of interactions can be matched.
- MatchedOmnichannel Integration · One identity · The matching · The coverageShare of interactions attributed to a known person.
- Miss rateOmnichannel Integration · One identity · The failure rate · The missesHow often a known customer is not matched.
- False match rateOmnichannel Integration · One identity · The failure rate · The false matchesHow often distinct people are joined.
- UptakeOmnichannel Integration · One identity · The customer route · The uptakeShare of customers who link their records.
- UsedOmnichannel Integration · Continuity of state · The visibility · The usageHow often the receiving side consults it.
- Repetition rateOmnichannel Integration · Continuity of state · The repetition measure · The rateShare of multi-contact interactions with repetition.
- FrequencyOmnichannel Integration · Continuity of state · The repetition measure · The whatHow often this particular thing is repeated.
- AbandonmentOmnichannel Integration · Channel parity · The strandings · The costHow many give up at this point.
- Of journeysOmnichannel Integration · The seams · The cost · The volumeWhat share of journeys include it.
- EscalatesOmnichannel Integration · The seams · The cost · The consequenceHow often it becomes a complaint.
Time Core24 places
- WaitingProject management · Sequence · The critical chain · The pathHow much of it is waiting rather than working.
- Work completeProject management · Running it · The progress measure · The comparisonHow much is finished.
- Time elapsedProject management · Running it · The progress measure · The comparisonHow much of the schedule has passed.
- Name it unpromptedMarket Timing · Market readiness · The problem awareness · The recognitionShare who raise the problem themselves.
- ShareMarket Timing · Early and late · The late cost · The incumbentHow much they hold.
- AwareGolden Opportunities · Recognising them · The route · The awarenessShare of people who could name the route.
- Responded toGolden Opportunities · Recognising them · The route · The responseWhat share of raises get a reply.
- AcknowledgedGolden Opportunities · Recognising them · The response · The acknowledgementWhat share of raises get one.
- Of budgetGolden Opportunities · Capacity to act · The reserve · The amountWhat share of the total.
- UtilisationGolden Opportunities · Capacity to act · The reserve · The usageHow much of the reserve is typically used.
- CoverageContingency Planning · Slippage · The history · The coverageWhat share of work is recorded.
- Of durationContingency Planning · Buffers · The reserve · The sizeWhat share of the total.
- Of bufferContingency Planning · Buffers · The consumption · The drawdownWhat share is gone.
- CompleteContingency Planning · Buffers · The consumption · The progressHow far the work has come.
- Of annualYear Wheel · The cycle · The demand cycle · The shapeWhat share of the year that period represents.
- VariationYear Wheel · The cycle · The demand cycle · The stabilityHow much the peak moves year to year.
- Of their capacityYear Wheel · The cycle · The operating cycle · The loadHow much of their time.
- Run the businessYear Wheel · Load across the year · The real capacity · The baselineShare of capacity taken by ongoing work.
- AbsentYear Wheel · Load across the year · The real capacity · The absenceShare of capacity lost.
- Of nominalYear Wheel · Load across the year · The real capacity · The remainderWhat share of the headline figure.
- Over capacityYear Wheel · Load across the year · The over-commitment · The gapBy how much.
- Peak monthYear Wheel · The review rhythm · The distribution · The spreadWhat share of review load falls in the busiest month.
- HeldYear Wheel · The review rhythm · The adherence · The occurrenceWhat share actually took place.
- AttendanceYear Wheel · The review rhythm · The adherence · The attendanceHow often they are.
Every attribute type in the framework is listed in the attribute library.