When users log a support ticket with us, their priority is getting their issue sorted so that they can continue to work efficiently and productively, being helped by technology rather than hindered. That’s why we’re so excited to launch High Five, our new Experience Level Agreements which put user experience first.
The way we measure success is changing
We are excited to introduce High Five, our new customer experience initiative which will replace our current KPIs with more user-focused measurements that prioritise each individual’s experience.
Rather than focusing on our overall performance, High Five focuses on the areas that are most important for end-users when they log a support ticket, revolving around how long it takes to get a response and have your issue resolved.
What does High Five mean?
High Five refers to our five new XLAs (Experience Level Agreements). Put simply, these are the five measures we have identified are most important in creating a positive customer experience.
The High Five are:
- Calls answered within 15 seconds – the percentage of calls to our service desk that are picked up within 15 seconds
- Average time to respond – the average time it takes to initially respond to a ticket raised
- Average time to resolution – the average time it takes to resolve a ticket
- First contact resolution – the percentage of tickets that are resolved on first attempt
- Customer satisfaction – whether users feel happy, neutral or disappointed with our service
Why are you replacing your Golden KPIs?
Golden KPIs are what we have been using to measure performance up until now. They are made up of: Number of Tickets Opened, Number of Tickets Resolved, Same Day Resolution (%), SLAs Met (%), and Customer Satisfaction.
These indicators have been an effective way for us to evaluate the service we provide over the years but, as an ever-evolving MSP, we want to make sure that we are always one step ahead and adhering to industry best practices.
That’s why we’re switching over to our new High Five model, which takes the focus off of Air IT and places it on the people who use our services.
Why is High Five a better approach?
When users log a support ticket with us, their priority is getting their issue sorted so that they can continue to work efficiently and productively, being helped by technology rather than hindered. Our new High Five measures will ensure that this is reflected in what we choose to measure as a priority.
Whilst statistics such as the number of tickets opened and closed are essential for our team to understand how we are performing, they are not central to our quality of service.
Our High Five model focuses on customer experience rather than just our performance. That doesn’t mean to say that our performance will be changing in any way – we’ll still provide the same great service that our clients expect – it just means that we’ll be prioritising the things that matter to each individual that comes to us for support.
Will there be any changes to the way you deliver support?
Nope – the way clients contact our team and log tickets with their service desk will remain exactly the same as before. The only thing that’s changing is the way we look at what makes us successful.
As with everything we do, the performance of our High Five measures will be open to feedback from our clients to ensure that it is working well, so that we can continue to evolve and improve our offering.
Rob Heathcote, Head of Service at Air IT, says:
We have always measured our KPIs and made them available online to ensure that we are keeping our promises, delivering excellent service and value for money, and being transparent about our performance. We’re proud to be taking this innovative step further, beyond the industry standard and demonstrating why we are a 4-star service desk according to the Service Desk Institute.
Paige Smith, Senior Service Delivery Manager at Air IT, added:
Our clients are at the heart of what we do and their experience is always our number one priority, so we are excited to reflect this in our new High Five scheme which will result in more relevant insights for our clients. High Five goes beyond looking at the availability and performance of our services, tracking whether that availability and performance is supporting end-users to achieve what they want.
Next-generation managed services
At Air IT, we’re committed to empowering our customers to succeed through technology. Our new High Five approach will help us become even better at supporting businesses and their employees to save time, become more productive and feel confident that they will always get a swift, friendly response from our award-winning service desk team.
As with everything we do, the performance of our High Five measures will be open to feedback from our clients to ensure that it is working well, so that we can continue to evolve and improve our offering.
