Page Comparison

All Accounts

Metric

The count of accounts which have been installed. We do not include the Pre-portfolio where an install hasn’t happened yet. See the Portfolio Category dimension below for the breakdown of accounts. Note that Account is different from Customer. I as a customer could have multiple accounts if I have multiple metered devices (e.g. a BPower50 and a Nuovopay smartphone). Could also have 2 of the same type of metered device -one for my office and one for home. Though 97% of customers have just one account.

Active Portfolio

Region, Current ARPU Range, TV Customer, Enable Status, Subsidy, CU Type, ESF Only Customers, Activity Month, Portfolio Category

Contracted Portfolio Size

Metric

The same as All Accounts but filtered to just Contracted Portfolio. This means accounts that have an active contract.

There are also variants of this for the Churned and Paid Portfolio. See the Portfolio Category dimension for wider context.

Overview, Active Portfolio

Region, Current ARPU Range, TV Customer, Enable Status, Subsidy, CU Type, ESF Only Customers, Activity Month, Portfolio at Risk

Active Portfolio Size

Metric

The same as Contracted Portfolio but further filtered to exclude the Defaulted accounts. Accounts default after a certain number of consecutive days expired - which varies between Opcos. See the Portfolio Category dimension for wider context.

Active Portfolio

Region, Current ARPU Range, TV Customer, Enable Status, Subsidy, CU Type, ESF Only Customers, Activity Month

Defaulters

Metric

The count of the Contracted Portfolio with the Portfolio Category of Defaulted. Aka the delta between Contracted and Active Portfolio in a given month

Active Portfolio

Mostly an intermediate metric for calculating other ones

% Portfolio in Default

Metric

The count of Defaulters divided by the Contracted Portfolio Size

Overview, Active Portfolio, By Region, Portfolio Outflow

Delta in Defaulters

Metric

This is the difference in count of defaulters between end of previous month and the current reporting month

Active Portfolio

Mostly an intermediate metric for calculating other ones

Repo (count)

Metric

The number of accounts that got repossessed in a particular month

Active Portfolio, Portfolio Outflow

Mostly an intermediate metric for calculating other ones

Write Off (count)

Metric

The number of accounts that got written off in a particular month

Active Portfolio, Portfolio Outflow

Mostly an intermediate metric for calculating other ones

Default Rate

Metric

This define the rate at which accounts in the Active Portfolio are moving into the Defaulted Portfolio Category.

We take the Delta in Defaulters and add the Repo and Write Off counts for that month. Then we divide that by the Active Portfolio at end of previous month. 

We only include the active portfolio in the denominator because those are the only ones that can move into default. We add the reposessions because otherwise a lot of the delta in defaulters would just be people who had been repossessed. We only want to include those that returned to active so that we don't make the default rate look better by reposessing more customers.

See Portfolio Category dimension for wider context.

Overview, Active Portfolio, Portfolio Outflow

Region, Current ARPU Range, TV Customer, Enable Status, Subsidy, CU Type, ESF Only Customers, Activity Month

Churn Rate

Metric

This defines the rate at which accounts in the Contracted Portfolio are moving into the Churned Portfolio. See Portfolio Category dimension for wider context.

This is the sum of Repo (count) and Write Off (count) then divided by the Contracted Portfolio Size for a given month.

Overview, Active Portfolio, By Region, Portfolio Outflow

Churn Rate (90-days)

Metric

The same as Churn rate but calculated just for current moment and shows the last 90 days only. This means it is the count of repos and write offs which happened in the last 90 days and then divided by the Portfolio size 90 days ago. In practice we use the snapshot of Portfolio size at the last month end closest to 90 days ago.

Overview

Write Off Rate

Metric

Write Off count divided by Contracted Portfolio size in a particular month

Repo Rate

Metric

Repo count divided by Contracted Portfolio size in a particular month

Completions (count)

Metric

The number of accounts that moved from Contracted Portfolio to Finished state. This means any accounts who had their last contract move from active to finished in that month (excluding ones who got opted out). See Portfolio Category dimension for more context.

Active Portfolio, Portfolio Outflow

Opt Outs (count)

Metric

The same as Completions count but only accounts when their last contract moved from active to finished via the Opt Out process (which is where you get a bonus for the remaining amount so it appears like you paid off the rest so the device unlocks but actually the contract is getting cancelled (having the remaining amoutn written off). See Portfolio Category dimension for more context.

Active Portfolio, Portfolio Outflow

Aka “# Opted Outs”

Uncompletions (count)

Metric

The number of accounts that moved from Paid category back into Contracted Portfolio. This will happen when they do a new sale order.

Active Portfolio, Portfolio Outflow

Completion Rate

Metric

Count of Completions divided by Contracted Portfolio size for the month

Active Portfolio, Portfolio Outflow

Opt Out Rate

Metric

Count of Opt Outs divided by Contracted Portfolio size for the month

Active Portfolio, Portfolio Outflow

Aka “Opted Outs”

Uncompletions Rate

Metric

Count of Uncompletions divided by Contracted Portfolio size for the month

Active Portfolio, Portfolio Outflow

Net Completions (count)

Metric

Count of Completions plus Opt Outs minus Uncompletions

Active Portfolio

Net Completion Rate

Metric

Net Completions count divided by the Contracted Portfolio size for the month

Overview, Active Portfolio, Portfolio Outflow

Net Completion Rate (30-days)

Metric

The same as Net Completion Rate but only including in the numerator actions that happened over the last 30 days instead of a particular month. Similar to how Churn Rate (90 days) works.

Overview

% DP only Defaulters

Metric

Defaulters

PAR-120 Rate

Metric

Notifications (count)

Metric

Portfolio in Default (Cohorts)

Metric

The percentage is the subset of the customers (in a particular installation month) who have been installed and haven’t yet churned who are in default at the end of a given month. So for example - if there were 100 accounts installed on that month and by the end of the fifth month since install we have 60 normal, 10 late, 20 defaulted and 10 churned - this would mean we should see (20)/(100-10) = 22% in the matrix cell.

The cohort size to the left should be the original total count of customers (100 in the above example). The cells of each month should only be excluding the customers in the denominator who had churned at that point. So if in the sixth month in above example there are now 15 customers churned and still 20 defaulted - we’d get a % of 20/85 = 24%. The fifth month cell is still going to be 22% though.

Default Cohorts

Activity Month

Dimension

This is controlled by the timeline filter at the bottom of the page. The particular date that it controls depends on the metric being used but generally it is simply the date that the event happened. Normally only available at month level and not lower. You can also drill up to year on graphs which are using this for the X axis though some metrics don’t necessarily support aggregation to year.

All

All

Various (see metrics)

Portfolio Category

Dimension

This is a calculated field built in the data warehouse which combines different status (like payment status) coming from Pulse with other properties. There is a multi-layer hierarchy which follows the below structure.

Account Groupings 2024.vsdx

• The Pre Portfolio is not visible on the Portfolio dashboard - just shown above for completeness

• You enter the Contracted Portfolio once you have had your first sale order fulfilled and then stay in New during your downpayment period (if you have one) - Those are marked as New Customers

• Whenever you run out of credit then you expire and switch from Normal (In-Credit) to Late

• Accounts default after a certain number of consecutive days expired - which varies between Opcos.

• Once you do not have any more active contracts then you move to the Uncontracted Portfolio - either as Churned or Paid.

• If your account was an upfront one then it only contained upfront contracts and therefore you’d always be within the Upfront category of PAid (because your contracts move straight from Pending to completed)

• If you finish paying your last contract then you move to Completed. If this happened because went through the Opt out process (for ESF contracts) then you’d be marked as Opted Out. Both are types of Finished

• If we successfully repo your account then you move to Reposessed and if we just eventually write off your account (and don’t recover any products) then you would move to Lost/Written Off.

• If your last contract gets Cancelled then you’ll move to Inactive/Void. This status has been called Other in the dashboard alongside various edge case scenarios that we can’t cover here.

• You can return back from some Inactive Portfolio status to Contracted Portfolio if you do a new sale order

Overview, Active Portfolio, Customer Lookup

All Accounts, Contracted Portfolio, Active Portfolio

Not officially using this name anywhere currently. You can also see them in the Active Portfolio table as separate metrics.

To inclulde opt out churn etc soon

Portfolio at Risk

Dimension

When an account expires there is a counter which increments each day on Pulse so you see the total consecutive days late. This is then grouped into different ranges of days (e.g. 0-7 days). This attribute is calculated for the last day of the month being shown (as it would change over the course of the month). Accounts that have no days expired are marked as Normal.

Portfolio At Risk

Contracted Portfolio

CU Type

Dimension

Region

Dimension

Includes Shop and Opco levels

Current ARPU Range

Dimension

TV Customer

Dimension

If the account contains a contract that has a product labelled as TV then this is marked as “Has TV”. Otherwise it is “No TV”. This is identifying TV based on the name or category of the product containing the text TV.

Overview, By Region, Active Portfolio, Portfolio at Risk, Portfolio Outflow, Defaulters, Default Cohorts, Churn Cohorts, Portfolio Splits, Customer Lookup

Enable Status

Dimension

This attribute only exists for Smart Solar devices (Bpower, Teide) because we own the IoT platform and can therefore get back from the device the status. In theory this correlates with the payment status (Normal=Enabled, Late/Defaulted=Disabled) but if the device is in a pending enable/disable state or error then it won’t match up

Overview, By Region, Active Portfolio, Portfolio at Risk, Portfolio Outflow, Defaulters, Portfolio Splits, Customer Lookup

Subsidy

Dimension

Overview, By Region, Active Portfolio, Portfolio at Risk, Portfolio Outflow, Defaulters, Portfolio Splits

ESF Only Customer

Dimension

If the account only has an ESF contract remaining active then “Yes”, else “No”. We identify ESF contract based on having the ESF product tag or having ESF in the name. There are complexities around excluding products/packages which have things like “ESF upgrade” in the name which are not the same as pure ESF.

Overview, By Region, Active Portfolio, Portfolio at Risk, Portfolio Outflow, Portfolio Splits

Campaign Name

Dimension

Notification Name

Dimension

Language

Dimension

Delivery State

Dimension

Customer ID

Column

Customer Lookup

Territory

End Date

Downpayment Date

Downpayment

Sign Up Sales Agent

Sign Up Sales Agent Code

Install Technician

Install Technician Code

Upgrade Technician

Upgrade Technician Code

Customer Status

Customer