Experience Level Agreement - XLA: What Is an Experience Level Agreement (XLA)? XLAs are a relatively new approach to service level agreements (SLAs). Unlike traditional SLAs that focus on metrics like response time and availability, XLAs prioritize the customer or employee experience and business impact. While SLAs measure specific processes or activities, XLAs assess the overall impact of customer-facing activities on end-users or their businesses. XLAs aim to answer whether user productivity was enhanced and if the experience improved. SLAs measure the process or the completing of an objective. XLAs, on the other hand, measure the outcome and the value of the service provided. Steps to create XLA: Step 1: Define Clear Objectives Step 2: Identify Key Customer Touchpoints Step 3: Define Measurable Metrics (customer satisfaction score / net promoter score / customer effort score) Step 4: Establish Baseline Performance Step 5: Collaborate with Stakeholders Step 6
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