National Indicator 14 – anyone done anything

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    This is a new PI driven by Hazel Blears Department which asks us to measure customer contact which is of “little or no value” to the customer. Obviously the potential for Revs & Bens is massive.

    Has anyone done anything with this ? and would be prepared to benchmark or share ?

    At the moment, I have drawn up potential incidences of low/no value contact with the customer but am not sure where to go next.



    I understand new guidance on the methodology is due to be released this month so we’re waiting for that. From what I understand for those of us without CRM we will be required to do it by sampling over a limited period.

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