Customer Service OKR Examples

Customer service teams are the frontline of the business. They are the face your clients see when first getting to know your product and evaluating whether to keep paying for your services. 

Apart from the frontline communication, customer success representatives are responsible for onboarding new clients, developing the internal knowledge base, and communicating customer feedback to the product and marketing teams. This calls for cross-functional workflows and figuring out the most effective way to organize information flow in the company.

That’s where the OKR methodology becomes useful for customer service and customer success teams.

Customer success OKRs help teams to set quarterly Objectives and Key Results and define what improvement opportunities to go after. Moreover, writing measurable outcomes (Key Results) that focus on real observable customer behavior comes rather naturally to these teams.

Take a look at these customer service OKR examples to get some ideas and figure out your own priorities.

 

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Improve satisfaction with our team
  • Increase good and great ratings from 40 to 60ratings 600
  • Develop 15 full answers to common questionsanswers 150
  • Improve first time response rate from 60 to 30 minutes averageFTR minutes 3060

Customer Service OKR Examples for Customer Experience

Research and improve customer satisfaction
  • Get 1000 survey responses to annual satisfaction surveyresponses 10000
  • Conduct 50 phone interviews with top customersinterviews 500
  • Conduct 15 phone interviews with recently churned customersinterviews 150
  • Present an action plan of 10 improvement for next quarterimprovements 100
Increase engagement with new paying customers
  • Increase open rate of our in-product communications from 4% to 15%% 154
  • Increase the number of follow-up meetings booked from 7 to 21 per weekmeetings per week 217
  • Achieve service quality rating 9 out of 10 based on the after meeting anonymous pollrating 95
  • Reduce average response time from 5h to 1hhours 15
Improve satisfaction with work in our department
  • Decrease number of complaints and negative feedback per quarter from 15 to 5feedback 515
  • Increase positive feedback items and praise from 5 to 15 per quarterfeedback 155
  • Increase end-user satisfaction rating from 4.0 to 4.5satisfaction 4.54
Research customer satisfaction improvements
  • Get 1000 survey responses to annual satisfaction surveyresponses 10000
  • Conduct 50 phone interviews with top customersinterviews 500
  • Conduct 15 phone interviews with recently churned customersinterviews 150
  • Present an action plan of 10 improvements for next quarterimprovements 100
Research and understand why our churned customers didn’t see value
  • Get 30% response to survey on churn reasons% 300
  • Interviews with 10% of respondents to get detailed reasons% 100
  • Analyze responses and choose 3 issues to improveissues 30

OKR Examples for Team Training and Development

Improve internal expertise to create an outstanding CS team
  • Organize 12 case study discussions and document insights discussions 120
  • 4 team members to present their personal growth plans growth plans 40
  • Create 15 articles for the internal wikiarticles 150
Promote our world-class Customer Success team to stand out from the competition
  • Get our customer success experts into 5 podcast interviews interviews 50
  • Achieve 10,000 views on the video promoting customer success expertise views 100000
  • Increase the number of unique weekly visitors to the landing page promoting customer success expertise from 1,000 to 15,000visitors 150001000

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