Service Level Agreement
Measures whether agreed service activities were completed: response times, availability, resolution and other operational targets.
Did we deliver the agreed service?Notio service / 06
XLA
Experience Level Agreement
COMING SOONEmbedded consultancy that helps a business understand the experience it creates, agree what success looks like and build a practical route towards it.
Notio service06 / XLA
Move beyond whether a service was delivered on time and understand whether it created the experience your customer and your teams expected.
What XLA means
Measure the experience, not only the activity.
An Experience Level Agreement focuses on how a service is experienced by the people receiving and delivering it. It complements operational service measures by making satisfaction, confidence, effort and outcomes part of the agreement.
Experience Level Agreement
Measures whether the service produced the intended experience and outcome for the customer, the business and the teams delivering it.
Did the service feel successful?How we work
Inside the business, close to the experience.
The engagement normally runs for one to six months. The exact scope depends on the customer journey, the teams involved and the evidence already available.
Embed & understand
We work within the business for one to six months, spending time with sales, service, customer experience and operations teams to understand the reality behind the process.
Listen & gather evidence
We review processes and protocols, speak with the people delivering them and help gather meaningful insight from the customers experiencing them.
Define success
We establish what a successful experience looks like to customers, the business and the teams responsible for delivery, then turn it into clear shared outcomes.
Plan & improve
We identify the gaps between today’s experience and the agreed goal, then build a practical plan with measures, ownership and priorities that teams can act on.
What you can receive
Evidence, measures and a route forward.
- Current customer and team experience assessment
- Process, protocol and operational gap review
- Customer insight and satisfaction framework
- Agreed definition of a successful experience
- Experience measures and reporting approach
- Prioritised improvement plan with clear ownership
The starting point
Understand what is promised, delivered and experienced.
- The customer groups and journeys that matter most
- How customer feedback is currently gathered and used
- The experience promised by sales and delivered by operations
- Processes, handovers and protocols that shape the outcome
- What success means to customers, leaders and frontline teams
- The measures, ownership and behaviours needed to sustain change
Practical position
An XLA is not a replacement for every SLA. It adds the customer and team experience to the operational picture, so performance is judged against the outcome that actually matters.