Customer Service OKRs
At first glance, customer care may not seem particularly conducive to the OKR method. OKR’s require the identification of quantifiable, measurable metrics and metrics in order to implement that can be regularly tracked and reported upon. So how does your customer service department quantify something like “satisfaction?”
Let’s look at a sample Customer Service OKR:
Objective: Increase customer satisfaction.
- Key result 1: Implement a customer satisfaction survey prompt to every call via the toll free line.
- Key result 2: Ensure satisfaction survey “thumbs down” response occurs less than 2%
- Key result 3: Increase customer retention from the previous quarter by 10%.
All of these objectives can be quantified, measured, and tracked, and serve to focus your customer service department’s energy toward a unified objective.