Keeping it · The recovery · Element
The recovery outcome
Whether the recovery actually worked.
The part
What it is
Measured by whether the customer stayed, not by whether they accepted the remedy. Those diverge more than expected.
Recovered customers who go on to be more loyal than unaffected ones are a real phenomenon and not something to plan failures around.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.