Page 88 - Anales RADE vol I n 1

TABLE 9
VARIABLES AND INDICATOR FOR CRITICAL INTANGIBLE 3

CRITICAL VARIABLES MAIN INDICATORS % HC EC RC
INTANGIBLE

Culture of % Employees with customer orientation 75%
orientation formation.

customer

Frequency of reports with key 75%
information about customer and
Diversity and competitors.

Innovation % Sales because of new products and 75%
Offer services.

% Customers that have entered into an 75%
agreement for more of one service.

Annual investment in customers’ fidelity 75%
campaigns and extension of commercial

network / No Customers.

Fidelity and % Growth of customer base in the last 75%
extension of year (Per market segment).
customer base. Customer distribution per market 75%
segment.
CONSOLIDATING
Share of market for business line. 75%
CUSTOMER AND

USER ORIENTATION No Commercial office / 100.000 75%

Management customers.

and coverage No Customers / No Employees in 75%
of the customer attention.
commercial % Industrial and commercial customers 75%
network.. with access to extranet.

Average time of waiting per channel. (Call 75%
. canters, commercial offices).
Quality in the Average resolution time per type of 50%
commercial request (Presuppose, installations, etc.).
attention. Average time between the first contact 50%

with the customer and the elaboration of
the supply offers.

No Claims/ No Customers (Monthly). 50%

Quality in the % Claims solved on time. 75%
claim attention % Claims because of causes which can be 75%

attributed to the company.

Average level of customer satisfaction 100%

Satisfaction of (Per segment market).

customers and Frequency of customer satisfaction 75%
users. survey.

% Unsatisfied customer per cause. 50%

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