Channel handovers · The context loss · Element
The repetition
How often the customer says the same thing twice.
The part
What it is
Measurable from support records or by asking. It is the single most cited frustration in service research and one of the least measured.
Three repetitions in one case is common in organisations with several functions involved.
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.