HR consultancy SuccessDay turns XLA success into a culture of improvement
HR consultancy firm SuccessDay has released the results of its latest client feedback report, which highlights strong customer satisfaction and trust while also pinpointing areas for improvement.
The findings are based on a biannual survey that measures client experience through an Experience Level Agreement (XLA), a metric that focuses on the quality of collaboration rather than just technical performance.
An XLA measures the gap between the experience a company delivers to its employees or customers and the experience it aims to provide. Unlike a traditional Service Level Agreement (SLA) that focuses on technical metrics, an XLA prioritizes user perception and sentiment to ensure a high-quality experience.
The feedback report, conducted by independent third party NTTL, shows a Customer Satisfaction Rate of 8.3 out of 10 and an Overall Client Experience score of 7.9 out of 10. The company also achieved a Net Promoter Score (NPS) of 40, a strong industry benchmark indicating that many clients are actively recommending the company.
According to the report, clients consistently praised the knowledge and reliability of SuccessDay’s consultants, noting that collaboration has grown stronger with each project.
“Feedback is only valuable if it changes how we work. We are proud of the trust clients place in us and we take their input seriously – both the compliments and the challenges,” said Kate Knyzhytska, quality director at SuccessDay.
A culture of continuous improvement
While the results were overwhelmingly positive, clients also pointed out opportunities for growth, specifically calling for clearer financial communication and budget reporting.
“What stands out for me is that clients see us as reliable partners who bring clarity and confidence to their projects. At the same time, they are honest in pointing out where we can do better, like financial communication. That honesty is a gift because it helps us improve the client experience in very concrete ways.”
SuccessDay stated it will use the feedback to ensure consistent excellence across all projects, improve financial communication processes, and track patterns to show clients that their input is directly leading to tangible changes.
Knyzhytska emphasized the importance of this follow-up, stating: “It’s about closing the loop. Clients should see that their feedback doesn’t just end up in a report. It changes how we work with them the very next day.”
XLAs are important because they shift the focus from what a service provider delivers to how a customer or employee experiences that service. Besides improving customer and employee loyalty, a high XLA score also helps pinpoint the discrepancy between the experience a company is currently providing and the one it aspires to provide. This allows for targeted improvements that take user feedback into consideration.
SuccessDay, headquartered in Eindhoven in the Netherlands, specializes in HR advisory, transformation, and technology implementation. The consulting firm has worked with a range of corporate clients including Rituals, Shimano, and Basic Fit, among many others.
