Service Level Agreement Performance Analysis Report

This report analyzes a service level agreement (SLA) by examining the results of a survey distributed to 50 users. The survey assessed various aspects of service quality, including the handling of Priority 1 calls, response times, and overall user satisfaction with the help desk. The report presents the survey findings in a matrix format, highlighting key metrics such as the percentage of users satisfied with response times and the quality of service provided. The analysis reveals areas of concern, such as delays in addressing Priority 1 calls and a need for improvement in help desk performance. The report concludes by emphasizing the importance of addressing these issues to enhance client satisfaction and maintain a competitive edge. Visual aids like charts and graphs are used to present the data effectively. The report underscores the importance of efficient service delivery and its impact on customer retention.

Service Level Agreement

2

1
B) Survey
The following survey can be conducted to understand the extent up-to which SLA service
measures are met. The service level agreement that takes place between two institutions has to be
authentic and less dominating.
1) Were the Priority 1 calls received and addressed in sufficient time?
 Yes
 No
2) In how much time did Priority 1 callers receive a solution?
 1-2 hours
 3-4 hours
 5-6 hours
 more than 6 hours
3) Mark the quality of service provided by Help Desk for particular queries.
 Excellent
 Good
 Moderate
 Poor
 Very poor
 Not at all satisfactory
4) Was the user able to process updates in sufficient customer accounts within 5 minutes?
 Yes
 No
5) Did the service quality meet performance criteria for the users?
 Yes
 No
To test the services for users this survey was distributed amongst 50 users. Their response
has been recorded and interpreted in the following matrix.
C) Matrix
3

Were the Priority 1 calls received and addressed in sufficient time? Response
Yes 35
No 15
This graph depicts that out of 50 clients amongst whom aforementioned survey was circulated;
35 found that Priority 1 calls were addressed within 10 minutes by the Help Desk. The amount of
negative response that is gathered is also high that is 15 users responded NO. this implies that
company needs to improve its response delivery issues.
In how much time did Priority 1 callers receive a solution?
1-2 hours 20
3-4 hours 10
5-6 hours 5
more than 6 hours 15
4
35
15
Were Priority 1 calls received and addressed timely
Yes
No

Mark the quality of service provided by Help Desk for particular queries.
Excellent 18
Good 6
Moderate 8
Poor 9
Very poor 5
Not at all satisfactory 4
5
20
10 5
15
Time taken to provide solutions
1-2 hours
3-4 hours
5-6 hours
more than 6 hours

Was the user able to process updates in sufficient customer accounts within 5
minutes?
Yes 40
No 10
6
Excellent
Good
Moderate
Poor
Very poor
Not at all satisfactory
0
2
4
6
8
10
12
14
16
18
20
Service quality level
Column B

Did the service quality meet performance criteria for the users?
Yes 35
No 15
7
40
10
Update processing for customer accounts in 5
minutes
Yes
No
35
15
Service quality measures meeting performance
standards
Yes
No