This is a measure of the number of customer contact points . It can be used as an indicator for assessing the strength of the customer relationship – the more customer contact points then the more secure the relationship and the greater the sharing of information.
BPIR Categories15.2.2 Customer retention/referral/relationship building
1.3.2 Determine & provide customer contact mechanisms
7.3.1 Respond to information requests
15.6.4 Market, selling & invoicing processes