Keibra’s mission is to continually improve and increase customer value.  

Our innovative approach to Apprenticeships changes the question to, ‘What is each person experiencing when they use our apprenticeships, how is it working from their perspective?’ 

In addition to this way of thinking, this consideration enables effective management and response to improve the overall experience. Although a Service Level Agreement (SLA) is critical for all training providers, it is an agreement centred around the ‘training provider’. Many training providers stop at their contractual service obligation and consideration for the human element is diminished or non-existent.  

A customer eXperience Level Agreement (XLA) is centred around the customer, although both approaches are required to deliver a full service. No single side of the equation dominates the other, merely simultaneously delivered in a managed way. This fundamental change in thinking places our customer before the ‘status’ of the apprenticeship; with the more important question, “What is their experience of the apprenticeship?”. This novel approach eradicates barriers and enhances productivity, exemplifying a mature and modern training delivery and ensuring that Keibra are taking every step to better serve our customers.