Understanding how service-level agreements (SLAs) work can benefit your mobility program.
Service-level agreements, or SLAs, are specific benchmarks or metrics used to describe the desired performance standards for the relocation provider. SLAs have the highest value when they contribute directly to the company’s business objectives.
Some common metrics in the relocation industry include
– response time, from when the provider contacts the relocating employee or the client
– Quality, usually in the form of satisfaction ratings
– Accuracy, especially as it relates to the expense auditing or tax contributions.
– And timeliness. Is the provider hitting all the agreed upon milestones and deadlines?