Page 36 - ITU-T Focus Group Digital Financial Services – Consumer Experience and Protection

ITU-T Focus Group Digital Financial Services
Consumer Experience and Protection

4.3.14 Integrity of complaint resolution [%]

Ratio of the number of complete and professional resolutions of the contributory causes of a complaint, to
the total number of user complaints accepted.
• Target: 2% - 1% - 0.5% ?

4.3.15 Complaint resolution time

Definition under study. Working days or calendar days?
• Target values:

– 2 days for 90%, 6 days for 100%
– 1 day for 95%, 3 days for 100%
– 4 hours for 98%, 2 days for 100% ?

4.3.16 Mean Time to Restore (MTTR)
Definition under study.

• Target: Minutes ?, Hours ?, Days ???

4.4 Guidance related to specific Digital Financial Services implementations
As mentioned in the previous section guidance on specific DFS implementations requires the detailed technical
knowledge on the components and technical factors and flow of action of each and every DFS implementation.
Regulators are the key stakeholders who are in a position to mandate that such information finds its way into
the standardization sphere of the ITU-T.

4.5 KPIs for non-utilization stages

This needs further discussions. There is a huge number of possible KPIs standardized, but the selection and
the assessment methodology need to be defined.

4.6 Mystery shopping

Mystery shopping was standard practice by the early 1940s as a way to measure employee integrity. Tools used
for mystery shopping assessments range from simple questionnaires to complete audio and video recordings.
Mystery shopping can be used in any industry, with the most common venues being retail stores, hotels,
movie theatres, restaurants, fast food chains, banks, gas stations, car dealerships, apartments, health clubs
and health care facilities.
Since 2010, mystery shopping has become abundant in the medical tourism industry, with healthcare providers
and medical facilities using the tool to assess and improve the customer service experience. In the UK mystery
shopping is increasingly used to provide feedback on customer services provided by local authorities, and
other non-profit organizations such as housing associations and churches.

Mystery shopping is increasingly used to evaluate user experience related to DFS. However, due to the
complexity of DFS offerings, the results may be interesting, but also may lack statistical significance:

This needs further discussions and in this context a critical look into crowdsourcing and quality evaluation via
social media has to be done.

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