- Increase engagement with new paying customers
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- 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
Customer Service OKR Examples
Your Support team might be quite used to tracking different metrics. Even though OKR is about focusing on important outcome measurements, they are not the same as your team’s monthly targets (KPIs) or personal performance levels.
KPIs tell you the level of performance you need or are happy with, and OKRs focus on something that you want to improve. KPIs reflect business-as-usual performance, and OKRs guide you to better results. There is no point in writing the average answering speed to your team’s OKRs if there’s nothing to improve.
Tracking how many emails or support tickets people answer doesn’t help either. You need to think about what you could be better. Maybe people answer many emails but not many customers get the help they need? That means your team should think about how to be better at helping customers.
Think, how could your Support team provide greater value to the customers or to your company?
Research and improve customer satisfaction
- Research and improve customer satisfaction
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- Exceed Net Promoter Score (NPS) of over 8.0NPS 80
- 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
Research customer satisfaction improvements
- Research customer satisfaction improvements
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- 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
Improve satisfaction with support team’s work
- Improve satisfaction with support team’s work
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- 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
Improve satisfaction with customer support team
- Improve satisfaction with customer support team
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- 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