Experience Management Solutions

While SLAs are effective for measuring specific service metrics and ensuring compliance with contractual agreements, they may not fully capture the quality or usability of technology services from the perspective of employees. SLAs also tend to focus on quantitative metrics, such as mean time to resolve (MTTR), overlooking qualitative aspects such as user satisfaction and employee sentiment. Relying solely on SLAs to measure technology experiences may result in a disconnect between IT performance and employee perception, leading to dissatisfaction and disengagement. 

We define our approach to experience management as providing a holistic view for understanding and improving how individuals perceive their overall interactions with technology.

Our assessment data factors in our Experience Cube methodology are broken down into:

• Sentiment: Data about how employees, on an individual basis, feel about a particular service (such as onboarding, requests or problem resolution)
• Perception: What employees, looked at as a set of individual groups with different needs, think about various aspects of a business service (accounting for metrics such as timely communications about interruptions for the team’s critical applications)
• Service impressions: Technical evidence gathered from systems and software (such as access logs and device data)

Measuring this data empowers the technical capabilities needed to fully exploit experience level agreements (XLAs) — identifying pain points, prioritizing improvement initiatives and tailoring services to better meet the expectations of employees. This encourages a culture of continuous improvement that is employee- and experience-centric, ultimately leading to higher satisfaction, productivity and engagement.

Your opportunities are significant. With your findings you can:

1.     Better understand user segments and their needs so you can take preemptive measures for target segments.

2.     Engage key segments using the channels users prefer.

3.     Collect, analyze and share feedback with managers and teams so they understand employee sentiment.

4.     Once employee sentiment is measured, drive continuous service improvements through an ongoing feedback loop.