Medallia_SLA_July_2025.txt

Medallia - Service Level Agreement (SLA) Purpose: This SLA outlines the performance expectations and timelines for responding to client feedback collected through Medallia. CLIENT FEEDBACK & SURVEY RESPONSE TIMELINES Goal: To ensure timely, meaningful and documented responses that support client satisfaction, caregiver development, and service excellence. Audience: Client Success Mangers, General Managers, and CGMs SLA Performance Targets General Medallia Survey Responses Task Responsible Party SLA (Response Time) Review daily Medallia email summaries CSM / GM Daily (within 1 business day) Follow-up on Detractor Alerts (< 6) CSM or GM Within 24 hours Neutral score follow-up (7s or 8s) CSM Within 24 hours Promoter score follow-up (9s or 10s) CSM Within 3 business days Request Google review from Promoter CSM During follow-up Document Add Note in Medallia CSM / GM Same day as follow-up Close Loop in Medallia GM When detractor is resolved Client check-ins on service recovery plans CSM Per timeline agreed with client Ongoing proactive client engagement CSM Regular cadence based on client needs QUALITY EXPECTATIONS * All follow-ups must be empathetic, client-centered, and actionable. * Clients must feel that their feedback leads to meaningful change. * Every contact (positive or negative) should be seen as a relationship-strengthening opportunity. * Documentation must be clear and completed in Medallia using the Add Note and Close Loop functions. * Escalations must occur immediately in high-risk or repeated low-score scenarios. GOVERNANCE AND COMPLIANCE Role Responsibilities CSMs / CGMs Timely survey follow-ups, caregiver coaching, documentation in WellSky and Medallia. GMs Oversight, escalation follow-ups, and service recovery for all feedback <= 4, Closing Loop in Medallia. HR Support performance coaching, trend analysis, and disciplinary action if needed. Adherence to this SLA is monitored via Medallia and WellSky audits, GM dashboard reviews, and internal quality reporting. GOAL OUTCOMES * Higher client satisfaction and retention * Proactive service recovery * Continuous caregiver improvement and recognition * Stronger client-care team alignment * Timely identification of risks and opportunities Last Updated On: 8/04/2025