Everything You Need to Know About XLAs and Why They Matter
A simple guide to understanding XLAs, measuring real IT support experiences and improving user satisfaction
Congrats, your IT ticket was resolved! The only problem? You’re behind on your work, you’re frustrated, and you’ve just pushed back a meeting so you can play catch-up. While it’s a win for the IT desk, it’s not so much for you.
In IT, this is known as the ‘Watermelon Effect’ – when things look green on the outside, but bright red on the inside. It highlights the disconnect between technical metrics and how someone actually felt during and after the support process.
That’s why modern companies are now shifting their focus towards the user experience rather than time tracking. They’ve realised that a fix within an agreed time is pretty much pointless if you’re left feeling overwhelmed.
This guide explains why the user experience is a much better indicator of success than just how quickly IT can close a ticket.
What You’ll Learn
By the end of this guide, you’ll understand:
- What the acronyms ‘SLA’ and ‘XLA’ mean.
- The differences between SLAs and XLAs.
- Why meeting SLAs doesn’t necessarily mean happy users.
- How to ask simple questions and measure real experience.
- Easy first steps to start tracking XLAs.
- Practical ways to prioritise XLAs.
What do XLAs and SLAs actually mean?
To make sure we’re starting on the same page, here’s a quick explanation of what these acronyms mean in the real world:
SLA (Service Level Agreement):
This is the classic way to measure IT output. Think of it as a contractual speed test for efficiency; it uses things like timestamps and system logs to track targets, but doesn’t account for whether the user was happy with the result.
XLA (Experience Level Agreement):
An XLA is a newer, more modern way of working which focuses on how a user feels after they’ve received help. Rather than just measuring speed, XLAs are all about understanding satisfaction, ease of use, and impact.
Why do XLAs matter?
Without XLAs in place, you’re really only seeing half the picture. Closing a ticket in lightning-fast time is great, but there’s no way of knowing how the experience felt for the user, or if they were truly satisfied with the outcome.
Here’s why XLAs are so important:
- They reveal the ‘silent’ struggle. XLAs are the easiest and most convenient way to catch the frustrations that technical data misses.
- Move beyond the technical metrics. Even if your uptime is high, it’s meaningless if your tools are a nightmare to use. XLAs pinpoint whether your tech is making life easier or harder for your team.
- Boost overall productivity. When you listen to feedback, you can fix the underlying IT issues that cause friction for your team. This helps streamline your tools and processes and keeps the wheels in motion.
- Build long-term trust. When employees see that their opinions are valued and lead to change, you’re able to close that gap between IT and the rest of the business. This creates a culture where everyone feels heard and supported.
By implementing XLAs, you’re turning the user experience into something that can be measured, which keeps the focus on people.
XLAs vs SLAs and How They Differ
We know that both SLAs and XLAs aim to improve IT performance; however, these two areas focus on very different aspects of the service.
This table highlights the shift from purely technical metrics to measuring the human experience:
| SLA (Service Level Agreement) | XLA (Experience Level Agreement) |
| A formal contract that sets out what IT promises to deliver | A commitment to making the user’s experience as smooth and productive as possible |
| Focused on processes and ticking boxes | Focused on outcomes and real value for the person using the service |
| Can feel a bit transactional or even adversarial | Builds collaboration and trust between IT and employees |
| Often about penalties when things go wrong | Rewards great experiences and celebrates wins |
| Can unintentionally encourage speed-over-quality behaviour | Encourages positive culture and doing things the right way, not just quickly |
Ultimately, there’s no need to pick one over the other. SLAs tell you that the job is done, and XLAs tell you if it was done well. Using them together is the only way to truly understand how your IT support is performing.
What Questions Should You Ask to Measure Experience?
Wondering if your IT support is really helping people? The answers lie in the questions you ask.
Here are some great examples of questions to ask:
- How easy was it to get IT help when needed?
- How happy are you with IT support?
- How much time did this issue cost you?
- What IT issues slow down your work the most?
- What IT challenges frustrate employees the most?
- What does a great IT experience look like from your perspective?
By focusing on questions that cover ease, satisfaction, productivity and expectations, IT teams can measure the experience behind the service, not just the time it took to fix.
How to Start Using XLAs
One of the best things about implementing XLAs is that you don’t have to do everything at once, you can start small and build as you go.
Here are some simple steps to get things moving:
- Decide what ‘great’ looks like: Take some time to step back and think about what ‘great’ service really looks like. Is it completing a fix in record time, or helping one person feel supported through the process?
- Start off by measuring one thing: Pick one metric and go from there. It could be something as simple as employee satisfaction which helps to gauge how your team is feeling about the support they’re getting. It’s also a quick way to spot frustration before things bubble over!
- Don’t overcomplicate things. No one wants to fill out a long-winded survey. Opt for a tool that’s fast, like one-click surveys which are highly visual and take seconds to complete.
- Be open and responsive to feedback. Once you have your feedback, be proactive! When your employees realise that their opinions can result in change, they’ll keep talking and sharing how they really feel.
Top Tips for Prioritising XLA
- Ask for feedback in the moment. There’s no point asking weeks later when things are a distant memory. Get feedback frequently and in real-time, while the experience is fresh and responses are authentic.
- Make your questions relevant. Tailor the questions you ask employees so they work with where they’re at in their journey. A basic check-in after a password reset should feel different from a follow-up after a major tech overhaul.
- Close the loop. Identify who will be responsible for reviewing feedback and taking the next steps. It’s important that there’s a point of contact for questions and follow-ups.
- Turn insights into action. The whole point of XLAs is to make things better. Use your responses to implement real improvements that will boost performance and productivity.
How Customer Thermometer Can Help with XLA Success
At the end of the day, XLAs are all about making the workplace feel a bit more human. We’re big believers that tech should make life easier, not the other way around. And that’s why we’ve designed our tool to capture honest, in-the-moment feedback that’s quick and easy to complete. We’ll help you turn every closed ticket into an opportunity to build trust and really bridge the gap between the IT desk and the rest of your team.
Like the sound of this? Grab 10 free surveys today and see the difference for yourself. There’s zero charge and you won’t even need a credit card to get started!
FAQs
What does XLA stand for?
XLA stands for Experience Level Agreement. XLAs are used to check in and see how someone is doing after an IT fix. They’re used to ensure that the person on the other side of the screen feels supported during the process.
What is an example of XLA?
One of the best XLA examples is measuring user effort. This looks at how much work a person had to do to get their IT issue resolved and tracks whether they felt supported, if the process was simple, and if they were satisfied with the outcome.
How is an XLA different from an SLA?
The easiest way to differentiate between the two terms is to think of it this way: SLAs are contractual agreements that focus on technical metrics like speed, while XLAs are a commitment that focuses on how well the solution works for the user.
Can XLAs replace SLAs?
No, XLAs don’t replace SLAs, but they should work together as a partnership. SLAs are still necessary to track how long it takes to resolve an issue, while XLAs focus on the human element. When you use both, you’re ensuring that IT meets a contractual agreement and that the result works for the person who requested it.
Is it easy to measure XLAs?
Yes – as long as you have the right tools, it’s really straightforward to measure XLAs. There are no technical metrics that need to be pulled from a server or anything like that. It’s more about measuring results directly from the people using the technology. The key is to use quick, simple surveys right after a ticket has closed. This is the easiest way to capture how someone feels in that moment, without creating extra work for them.
What is the ‘Watermelon Effect’ in IT support?
It’s a common IT term used to describe a situation where everything looks good on the outside, but there are issues on the inside. It’s basically when an IT dashboard is green because technical targets are being met, but the employee experience is red because people are feeling frustrated with the service.