The satisfaction of our clients regarding the quality of the services we provide is obviously very important. This aspect is at the core of our service agreements and - by constantly measuring the experiences of end users - we can continuously optimise our service provision.
As part of our platform management agreements we therefore provide so-called Xperience Level Agreements (XLAs). Based on an approach developed by Giarte, they are explicitly focused on the experience of end users and client satisfaction. They make the experience measurable and insightful, based on the evaluations of our clients and other data.
Commitment to quality
A major component of the XLA is the Mirabeau Experience Index. This index provides an accurate insight into the satisfaction of our clients, including the 24/7 management and maintenance of business-critical digital platforms. The index is composed of five figures, measured based on:
1. the proactivity of the provided services;
2. the extent to which we help clients accelerate the time-to-market;
3. the number of relevant insights provided;
4. the knowledge level of employees;
5. the general quality of the services provided.
We translate the evaluations of our clients into an index and combine this with the experiences of visitors to a platform or product. By registering the achieved results and discussing them with clients and the client team, we can constantly improve the service components which are most valuable to clients and visitors alike. These results are then linked to services levels and guarantees, further underlining our commitment to quality.
In addition to the Experience Index, our XLAs also include functional guarantees. A technical update or performance guarantee is not unique and has little relevance within the framework of modern technology. What is important is the experience of the end users of the platform. For this reason, we provide guarantees on issues such as the functioning of the online shopping cart, the proper functioning of a portal, and the smooth processing of forms.
The results of these online measurements are made clear to the client and team via a real-time dashboard. We often combine these functional measurements with marketing or commercial data such as campaign results or conversion on the same dashboard. This provides an insight into the direct link between the performance of the platform and the business results, allowing us to add value in an even more specific way.
Traditional SLAs have little connection to the actual experience and are not aligned to modern methods such as continuous delivery that requires constant adjustment based on experience. The speed in which companies address the needs of clients is all-important in today's digital playing field, which is why the client and end user experience are leading in the XLAs we provide.
If you have any questions about the way we guarantee client and end user experiences in our services, read more about Operations or contact Edwin van Voorbergen.
About the author
Edwin van Voorbergen is Senior Consultant Service Delivery at Mirabeau. He has extensive experience in the field of management and maintenance in business-critical digital platforms, chain management and continuous delivery.