How to setup XLAs?

Experience Level Agreements are here, and we know how to set them up, from SLAs to XLAs with ease.


What is Experience Level Agreement (XLA) ?

SLA's measure the process - XLA measures the outcome and value, this is where HappySignals see the Service Management heading. It's easy to create SLA's that you can meet, for example Time-to-Resolution, but did that resolution give the outcome and value for the end-user that they were looking for?

HappySignals allows you to setup XLA's without touching your current SLA structure, in ServiceNow for example, so that you can instantly move into the Experience Level Measurement and not make it into a more difficult topic than it actually is. Read our three steps to XLA's.

“SLA's measure the process - XLA measures the outcome and value”

- Sami Kallio, CEO of HappySignals

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1. Baseline your service first

One principle would be not to setup one static target number merely based on examples values from benchmarking or other sources. You should always do a baselining of your individual service performance level first. Measuring the starting level makes it is easier to set up an individual and realistic improvement target for your organisation and/or vendors.

With baselining you can also take into consideration the differences in rating behaviour between countries and user profiles. As you can see from the image below, a good performance in one country can be not so good in another. A good performance for one IT user profile can be not so good for another. Baselining allows you to understand what kind of rating behaviour the employees in your organisation have, in order to again setup realistic targets.

In HappySignals Analytics you can see your baseline after one week. Then you can move to step 2.

2. Aim for improvement

Another principle would be not to tie one static target number to deals for a long period. Having one target number for a long period of time kills the culture of continuous improvement. Instead, you can agree on increasing the target number when you’ve been able to improve the scores. And reaching or exceeding the target, should be rewarded in order to keep the improvement continuous.

Remember that improvement is always possible. So far our customers have on average been able to improve their Happiness by 16% after starting to measure Happiness with HappySignals.

3. Set Targets

In HappySignals you can then set XLAs with one slider, just use your learnings from steps 1 and 2 and set your target for the next 6 to 12 months.

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Share the results with everyone

HappySignals Live Screens allow you to put your XLA visible into the physical office space, so when ever people go and get a cup of coffee, they are exposed to the real-time XLA performance and targets. Nobody can say that they didn't know what your targets and focus is.

Why not use average CSAT score of the month as an XLA?

Use the NPS style Happiness instead to average score when setting the targets. Happiness reacts faster to changes in service level. The larger scale in Happiness (-100)-(+100) makes it also easier to pinpoint the problem areas. Happiness in HappySignals Analytics is always available realtime, no need to wait for monthly calculations etc. Monthly average scores would rarely change, so it would be a vanity metric.

4. Cultural change

Progression from this practical work is that you can change your company culture to focus on experience. You cannot jump there in one go, but getting there is not rocket science. Contact us to learn how you can start your journey easily into the world of XLAs.

maturity-diagram

Organisational maturity matters, but if you take XLA as a journey, then it's easy to map out the steps you need to take. Let us show you how simple it actually is to transform your organisation from SLAs into XLAs.

 

Customer who use XLAs

44% Increase in happiness Virgin Trains
3500 employees
Virgin Trains

At Virgin Trains, Happiness is All That Matters

Learn more
  Metso
11000 employees
Metso

Everyone can utilize HappySignals data

Learn more
XLA based on Happiness Score™ Orbis Partnership
25000 employees
Orbis Partnership

No More 'So What?' Metrics

Learn more

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