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Experience Level Agreement - XLA

 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: Set Attainable Targets

Step 7: Design Rewards and Consequences

Step 8: Monitor and Measure Progress

Step 9: Continuously Improve

Step 10: Communicate and Educate

Customer feedback is the primary measure used in XLAs. That's why most digital service providers will ask for a 1 to 5-star rating at the end of each request or issue: to check the level of customer satisfaction. Other XLA measurements include business metrics that measure outcomes, such as job completion times/rate.

What are some challenges in implementing effective XLAs?

  • Organizations may resist transitioning from traditional Service Level Agreements (SLAs) to XLAs due to familiarity with the former.
  • Ensuring consistent positive experiences across diverse user groups is challenging.
  • Companies worry about how XLAs might affect penalties.
  • Balancing user experience improvements with business impact is crucial.



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