SLA attainment

The share of an account's tickets meeting the response and resolution targets in that account's own contract, by priority, from ticket timestamps against the contract register. Not against the team's default. Below contract with a credit clause has credits owed, computed; above contract is over-service on a fee that does not pay for it.

DefinitionThe share of an account's tickets meeting the response and resolution targets in that account's own contract, by priority, from ticket timestamps against the contract register. Not against the team's default. Below contract with a credit clause has credits owed, computed; above contract is over-service on a fee that does not pay for it.

The tightest contracts breach invisibly

Measured against the default, the four-hour account looks like the best-served customer.

Credits before claims

Computed from the clause each month, so the credit is issued rather than demanded.

How it is computed

An account's tickets meeting the response and resolution targets in that account's own contract, divided by its tickets.

Example

The team reports 96 percent. One account with a four-hour response term was met on 71 percent of its tickets and is owed a service credit.

Where it goes wrong

One target applied to everyone. The accounts with the strictest terms breach inside a green average.

Articles that use this term

Board and management reporting

Level and trend: why the direction outranks the number on almost every desk

Why the level of a measure, 52 percent concentration, 74 percent OTIF, 88 percent lock-up, is the least informative thing about it and the trend against the measure's own history is the finding, the four exceptions where a level is a hard threshold, the window a trend needs, the consecutive-period rule that separates a bad month from a deterioration, the trend of the reference itself, and the rule that every level on a report carries its trend beside it.

16 Sept 20263 min read Board and management reporting · Customer service

SLA attainment per account, against the SLA that account actually signed

How a customer service leader measures service level attainment per account against the response and resolution targets in that account's own contract, rather than the team's default, from the ticket export and the contract register: attainment by priority per account, the accounts below their contracted level with a credit clause, the credits owed, the accounts receiving a higher level than they pay for, and the identity that ties ticket outcomes to contracted terms.

16 Sept 20262 min read Alternatives and comparisons · Customer service

How to choose analytics software for customer service: questions, data and traps

How service teams should choose analytics software: start from the questions, check the data you hold, ask vendors ten questions, avoid the traps.

24 Sept 20264 min read Board and management reporting · Customer service

KPIs for B2B customer service teams: ten measures that matter, each with its formula and the export it comes from

The ten KPIs a B2B customer service or support team should run on, each with its formula, the export it comes from and what it tells you: contact volume per account against its own baseline, first contact resolution per account, repeat contact rate, SLA attainment against the SLA each account signed, effort per account against revenue, silence as a churn signal, deflectable tickets by category, time to resolution by severity, backlog ageing, and cause categories that recur. Also the three measures most teams miss, the figures to drop, the identities, and who owns what.

17 Sept 20264 min read