Gathering it · The coverage · Element
The missing
Who is not represented.
The part
What it is
Lapsed customers, quiet reducers, people who never contact support, and anyone who has decided the organisation does not listen.
Reaching them costs more per response and produces most of the useful findings.
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.
The other elements in the coverage
The respondents
Who actually answers.
LearnThe caveat
What the findings can and cannot be said to represent.
Learn