CX Charter and Service Level Agreements
Put Your Service Promise in Writing
Customer Experience Charters and Service Level Agreements that define your service standards and hold every department accountable, for organizations across Jamaica, the Caribbean and the United States.
What We Develop Together
Customer Experience Charter
Your service promise to customers, written in clear and measurable terms.
Service Standards and Behaviours
The specific behaviours every team member is expected to deliver.
Internal SLAs
Clear response times and ownership between departments that serve each other.
External SLAs
The commitments you make to customers on response and resolution times.
Measures of Success
How you will track whether the standards are being met.
Rollout and Training
Training that brings the charter to life for every team.
Why Organizations Choose This Service
- Every charter is customized for your organization based on your specific needs and your customers
- Developed with your leadership team, not handed to them
- Standards your team can actually measure and follow
- Training to roll out the charter across your organization
- 17+ years of customer experience consulting
Frequently Asked Questions
What is a CX Charter?
A Customer Experience Charter is a written service promise that sets out the standards customers can expect from your organization.
What is a Service Level Agreement?
A Service Level Agreement (SLA) sets clear response times, ownership and measures of success, either between departments (internal) or with customers (external).
Why do we need both?
The charter sets the promise to customers. The SLAs make sure every department works together to keep it.
Who is involved in developing them?
Your leadership team and key department heads, with input from frontline team members.
How do we roll it out to staff?
Through training sessions that explain the standards, the behaviours and how success will be measured.
How do we get started?
Book a free 30 minute CX strategy conversation. We will talk through your goals and I will recommend the right next step for your organization.
Ready to turn customer experience into retention, reputation and revenue?
Book a free 30 minute CX strategy conversation and leave with clear next steps for your team.