Customer Service
OKR Examples

Whether you call your department Customer Service or Customer Success, it’s all about the Customer and keeping them happy, delighted even, and delivering the value they’ve bought from you, whilst sharing the other products and services you have that could help them even more.

Customer Success OKR Examples

Easy To Understand Customer Success OKR Examples

Below we’ve created Customer Service / Success OKRs for common priorities.

OBJECTIVE - Customers are happier and churning less

KEY RESULT 1 – Increase out NPS score to 8 this Quarter
KEY RESULT 2 – Reduce our Churn to Under 1% this Quarter

OBJECTIVE - World-class support looks like this

KEY RESULT 1 – Post support satisfaction score is over 90% this Quarter
KEY RESULT 2 – Average response time to support requests is under 1 hour this Quarter
KEY RESULT 3 – Increase the % Of NNMRR From Expansion Sales to 2% this Quarter

OBJECTIVE - Our Customer Success team are psychic

KEY RESULT 1 – 100% of churned clients were Red Flagged before they churned this Quarter
KEY RESULT 2 – 50% of cancelled accounts have been saved this Quarter

OBJECTIVE - Customers have tried with new product feature releases

KEY RESULT 1 – 80% of customers have tried new features within two weeks of release this Quarter
KEY RESULT 2 – 10 customers have provided feedback on new feature releases this Quarter

OBJECTIVE - Product expertise is accessible and used

KEY RESULT 1 – 20 new support videos have been published this Quarter
KEY RESULT 2 – 95% of customers find the answer they were looking for in the Knowledge Base
KEY RESULT 3 – 300 customers attended webinars this Quarter

OBJECTIVE - Product expertise is accessible and used

KEY RESULT 1 – 20 new support videos have been published this Quarter
KEY RESULT 2 – 95% of customers find the answer they were looking for in the Knowledge Base
KEY RESULT 3 – 300 customers attended webinars this Quarter

Writing Your Own Customer Service OKRs

You’ve read the examples above – are you ready to start writing your own Objectives and Key Results?

If the answer is yes, we have something special for you. OKR experts and coaches have helped us build a tried
and tested OKR Canvas Template, tutorial and video for you and your teams to follow.

It’s time to develop on the goals that really matter the most.

ZOKRI - OKR and Workplace Managment Software

An OKR Book That Will Teach You To

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How To Plan & Use OKRs Correctly To Improve Business Performance

Learn how to join Google, Microsoft, Facebook, Spotify and hundreds of thousands of others in using OKRs to set-goals.

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The book includes OKR examples, mistakes to avoid and how to plan to roll-out OKRs. With advice from some of the world’s best OKR coaches included. 

There are going to be some really important customer orientated metrics (KPIs) that underpin business growth.
Your OKRs are where you can focus on the ones that need to most attention in any quarter. Once you have this
clarity your can plan the initiatives that are going to create the improvements you’re seeking.