How to improve customer satisfaction with user experience SLAs

Author: Dave Page, CEO

Published: 10 September 2019

Business technology is currently a buyer’s market and customers are always looking for the best deal. As a service provider, it can be difficult to raise competitiveness when everyone’s looking for more for less.

Companies are also reluctant to switch supplier unless there’s a real incentive on offer - the cost of moving providers is enough to put most businesses off.

So how can you differentiate yourself from the competition without suffering financially or promising things you might struggle to deliver?

Offer a user experience orientated service

Providing visibility into an end-user’s entire digital ecosystem and focusing on the human experience rather than raw technical performance will give you the edge over competitors.

Actual Experience’s Digital Quality Score provides an independent KPI of the true user experience – how it is to use digital services day to day – and an impartial measure of service to quantify your claims.

For example, if a company has multiple sites, the digital link to each site can be continuously measured using the Digital Quality Score. The average score for each site could be calculated each month based on a pre-defined band, and anything falling outside this metric would break the SLA. This could then determine the amount the client would pay for the site that month.

This could also be applied to overall service quality or specific business critical applications.

Build trust around your benchmarks

Creating an SLA based on true user experience is genuinely refreshing for customers and basing it on an impartial performance measurement builds an open and trusted partnership focused on service excellence. Customers will appreciate the transparency and this will also encourage your teams to provide the best possible service to ensure you maintain these set Service Level Thresholds.

Continuous monitoring of an entire digital ecosystem also ensures that issues are identified sooner, keeping service disruption to a minimum.

Gaining visibility of third-party services can direct IT managers to the problem and enable them to manage the responsible party to resolve the issue, rather than fumbling around in the dark hoping to find the cause of an issue. These capabilities also provide customers with evidence that your own solution is not responsible when before it might have appeared on first glance as if it was.

Building a common business language with customers provides clarity for everyone and builds trust. Offering an impartial way to measure performance as part of your service will differentiate you by providing value-added insight and demonstrating you are tangibly committed to providing great service.

Discover more about the patented technology behind our Digital Quality Score.