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Customers will be satisfied, even delighted if they are provided with the right service, a good experience, and the desired outcomes. Delivering the right services and experiences should also enable the organization to achieve its goals, objectives, mission, and supporting the organization’s strategic intent. A service is an activity a process or set of steps (unlike a product which is a thing) which involves the treatment of a customer (or user) or something belonging to them, where the customer is also involved, and performs some role (co-production), in the service process.

From the customer’s perspective, the service received is the customer’s experience of the service provided and their interaction with it, perceptions of it, and response to it, which results in outcomes such as ‘products’, benefits, emotions, judgments, and intentions. As managed services and cloud computing services become more prevalent, SLAs evolved to address the new approaches. Shared services, rather than customized resources, characterize the newer contracting methods, so service-level commitments are frequently used to produce broad agreements that are intended to cover all of a service provider’s customers.

Customer based SLA. A customer-based SLA is an agreement with one customer, covering all the services used by this customer. Let’s consider the relationship between you and your telecom operator. You use the voice services, SMS services, data services, and several other services of the telecom operator. For all these services, you have only one contract between you and the telecom operator. Similarly, if the IT service provider provides several services for the business and the customers, and if all the service levels are documented in one service level agreement for the provided services, it will be a customer-based SLA.

Our objective is to offer a customer experience that is superior to our competitors. Delivering a great customer experience is hugely important for any business. The better experience customers have, the more repeat custom and positive reviews you’ll receive, while simultaneously reducing the friction of customer complaints and returns. Hence, we provide a variety of posts available on our website to better engage the customer and help the customer buy the correct tools for their business.

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