Applying the Measurement MEAS skill to customer experience

Applying the Measurement (MEAS) skill to Customer Experience and XLAs

The SFIA Measurement skill effectively supports modern experience measurement, including XLAs:

• The skill aligns with the evolution from traditional SLAs to XLAs, focusing on measuring actual user experience and satisfaction rather than just technical metrics
• Experience Level Agreements (XLAs) represent a shift toward outcome-based measurement that captures the true quality of service delivery from the user's perspective
• The guidance notes' emphasis on measuring processes, products, and services naturally extends to measuring holistic experience metrics that XLAs track

The SFIA Measurement skill reflects contemporary measurement approaches:

• It recognises the need to align measurement objectives with organisational goals, supporting the XLA focus on business outcomes and user experience
• The skill supports both traditional performance metrics (SLAs) and experience-based measurements (XLAs), allowing organisations to maintain a balanced measurement framework
• It emphasises automated data collection and analysis, essential for capturing real-time experience data across multiple touchpoints
• The skill acknowledges the importance of contextual measurement, supporting XLAs' focus on measuring experience in terms meaningful to users
• The description covers the full measurement lifecycle, from planning to improvement, enabling organisations to evolve their measurement approach from SLAs to XLAs

The skill supports integrated experience measurement:

• Enables organisations to develop comprehensive measurement frameworks that combine traditional SLAs with modern XLAs
• Supports the measurement of both quantitative metrics and qualitative experience indicators
• Facilitates the development of experience-based metrics that reflect actual user satisfaction and value delivery
• Helps organisations transition from purely technical measurements to experience-focused metrics while maintaining operational excellence

Applying the Measurement skill to customer experience

SFIA 9 Measurement MEAS

The SFIA Measurement skill description can be effectively applied to measuring customer experience (CX).

• • The skill emphasises developing and operating a measurement capability to support organisational information needs, which aligns with the purpose of CX measurement: to understand customer needs, preferences, and behaviours, and to assess the effectiveness of CX initiatives.
  • The guidance notes mention that measurement can be applied to processes, products, and services, which is relevant to CX as it involves measuring customer interactions across various touchpoints and channels.
  • The activities listed, such as planning and implementing measures, selecting appropriate scales and targets, and establishing data collection and analysis methods, are all crucial components of a comprehensive CX measurement strategy.
  • The skill description covers different levels of responsibility, from applying standard techniques and generating reports (Level 3) to leading the development of organisational measurement capabilities and aligning them with business objectives (Level 6). This is important for CX measurement, as it requires a range of roles and skills, from hands-on data collection and analysis to strategic planning and leadership.

The SFIA Measurement skill description reflects a contemporary view of measurement:

• • It recognises the importance of aligning measurement objectives with organisational goals and information needs, rather than measuring for measurement's sake.
  • It emphasises the need for a systematic approach to measurement, including selecting appropriate measures, scales, and targets, and establishing consistent data collection and storage mechanisms.
  • The skill description acknowledges the role of automation in measurement, which is increasingly important in today's data-rich environments.
  • It highlights the importance of using measurement to support decision-making, by providing insights into performance, progress, and potential issues or risks.
  • The skill description covers the full lifecycle of measurement, from planning and implementation to analysis and improvement, which is essential for a continuous improvement approach.