Availability RateThe percentage of the time that a service is up. It is common for cloud based software services to offer 99.99% availability.
Average Speed To AnswerHow long it takes a customer to get someone on the phone.
Call Abandonment RateThe number of customers who hang up prematurely after calling customer support.
Complaint CountThe total number of customer complaints about a service for a period of time. Often categorized by ranking or severity.
Completion TimeThe average or total time to complete a particularly activity related to the service such as maintenance.
Conversion RateThe number of customers that actually buy something. Can be used to measure the quality of customer referrals, leads or web traffic.
Customer Satisfaction RateHow satisfied customers are with the service, often measured with a survey.
Defects RateHow often the service fails to meet a quality test such as a call quality test for voice communications.
Delivery TimeThe average or total time to physically deliver something. Applies to the service level for a delivery service.
Failure RateExpressed as a failure count for a unit of time.
First Call ResolutionPercentage of customer inquiries that are resolved within the first call.
Incident CountThe total number of logged incidents for a period of time often categorized by severity.
Inventory ShrinkageA supply chain metric that measures the percentage of items that go missing.
Mean Time Between FailuresThe time that a service is available between failures.
Mean Time To RepairMeasures the time to fix failures.
Network CapacityThe capacity of a network such as average bandwidth.
Occupancy RateThe fill rate for a property used to evaluate hotel or property management services.
Problem Resolution TimeThe average or total time to resolve problems.
Provisioning TimeThe time to deliver an order. Originated as a telecom industry term.
Quality ScoresThe average score achieved according to a set of quality evaluation criteria.
Scalability MetricsThe scalability of a service such as the availability of new instances on a cloud computing platform.
Security Incident CountThe total number of security incidents for a service often categorized by severity.
Turnaround TimeThe time to complete a task or average time to complete a reoccurring task.
UptimeThe total uptime for a service for a period of time.
Wait TimeThe average time customers spent waiting after calling customer service.
|Overview: Service Level|
A set of criteria that are used to evaluate the performance of a business or technology service.
Service levels are used to provide a guarantee to customers of services. Such guarantees are often an important part of a sales value proposition. In some cases, a superior service level is considered a competitive advantage.Service levels may also be used internally by businesses as measurements that are used to improve processes, practices and procedures.