Sales Feedback Collection SLA
Sales Feedback Collection SLA
This mutual agreement has been formally established and agreed upon on the specified date of [Month Day, Year]. The involved parties in this agreement are [Your Company Name] and the secondary party to the agreement, [Your Partner Company Name / Second Party].
I. Purpose
The purpose of this Feedback Collection SLA is to establish clear guidelines for the collection and management of customer feedback to improve our products and services.
II. Service Description
The Sales Operations team is responsible for collecting, analyzing, and addressing customer feedback received through various channels, including surveys, emails, phone calls, and social media. This SLA outlines the key performance indicators and expectations for feedback collection and response.
III. Service Objectives
Through this Service Level Agreement, our company commits to diligently pursue the acquisition of customer feedback to enhance our products/services and overall customer experience. We aim to foster a culture of continuous improvement and customer-centricity by actively engaging with our clientele.
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To collect and categorize customer feedback in a systematic manner.
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To acknowledge customer feedback within a defined time frame.
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To analyze and prioritize feedback for action.
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To track and report on the progress and resolution of feedback.
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To continuously improve our products and services based on customer input.
IV. Key Performance Indicators (KPIs)
A. Response Time
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Category 1 (Critical): Customer feedback indicating a severe issue that requires immediate attention should be acknowledged within 4 hours.
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Category 2 (High Priority): Customer feedback regarding important issues should be acknowledged within 24 hours.
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Category 3 (Standard): General feedback and suggestions should be acknowledged within 48 hours.
B. Resolution Time
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Category 1 (Critical): Critical issues should be resolved within 5 business days.
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Category 2 (High Priority): High-priority issues should be resolved within 10 business days.
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Category 3 (Standard): Standard feedback should be resolved within 20 business days.
C. Feedback Analysis
Once the feedback has been acknowledged, an analysis should be carried out, followed by categorization based on its relevancy, nature and potential impact. It should then be prioritized according to its importance and urgency. All of these steps should be completed within a span of five business days from the moment the feedback was initially acknowledged.
D. Reporting
Monthly reports summarizing feedback trends, resolution rates, and actions taken should be provided to the relevant stakeholders by the 10th day of the following month.
V. Escalation Procedure
In case of feedback that cannot be resolved within the stipulated time frames, it should be escalated to the appropriate department head for further action. A plan for resolution or a timeline for follow-up should be communicated to the customer.
VI. Continuous Improvement
The team which is in charge of Sales Operations will undertake routine reviews of the Service-Level Agreement (SLA). If required, they will make the necessary adjustments and fine-tuning measures. This is aimed at enhancing the process of collating feedback from various sources and resolving any issues that are identified, with the ultimate goal of improving overall operational efficiency.
VII. Compliance
Every individual who is part of the Sales Operations team has the responsibility to adhere to this Service Level Agreement (SLA). Should there be any failure in compliance with this SLA, there is a possibility that this might lead to the initiation of performance evaluations and also the implementation of corrective actions.
VIII. Review and Amendment
This Service Level Agreement will undergo a review on a yearly basis, or whenever deemed necessary, with the intention of guaranteeing its effectiveness. The purpose of this effectiveness is to secure that the SLA adequately meets the objectives of gathering feedback as well as managing post-sale processes.
The parties below warrant that they are authorized to act for and on behalf of their respective companies.
[Your Company Name]
[Your Name]
[Month Day, Year]
[Your Partner Company Name / Second Party]
[Your Partner Company Representative's Name]
[Month Day, Year]
