Hi friends! Do you hold your Moderators to a SLA time frame? If so, do you then use it to measure success? I.e. For the month of April, 95% of our posts were answered within our 24 hour SLA.
Right now, I have three different tiers of SLA; escalated, neutral, positive. However, I do not have a benchmark SLA such as all posts must be answered within 24 hours.
If you have done something like this, have you found it to be successful? Have you run into any problems? Thanks in advance!
12, 24, 48, 72...I've seen them all. And they're all correct!
I always recommend to experiment with this until you find the sweet spot for your community and company. There are many factors that typically go into the decision.