Service Level Adherence
Percentage of customer contacts answered within the target response time
What is Service Level Adherence?
Service level adherence is the percentage of contacts answered within the target time. It shows how well a service meets its promise on responsiveness.
A typical service level might be a set share of calls answered within a set number of seconds, and adherence shows whether that is being met.
How this KPI is measured
- Function
- Customer Success & Service
- Sub-function
- Service Delivery
- Industry
- All Industries
- Type
- Leading
- Impact
- Quality
- Unit
- %
- Measurement frequency
- Daily / Weekly
- Formula
- (Contacts answered within target time / Total contacts offered) × 100
How to calculate it
Divide contacts answered within the target time by total contacts offered, and multiply by 100.
For example, if 850 of 1,000 calls were answered within 30 seconds, service level adherence is 85%.
Set targets by channel, and look at performance by time of day, since averages can hide peak-time problems.
Where it is used
Managing service commitments
Track promises.
Planning staffing
Set agent numbers.
Reporting to customers and management
Show performance.
How to improve it
Tips and common mistakes
- A tighter target needs more staff.
- Look at intervals, not just daily totals.
- Balance with cost and quality.
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