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
Improve satisfaction with customer support 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

OKR Examples for Product Implementation & Onboarding

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 support team’s work
  • 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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