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 and delivering the value they’ve bought from you – whilst sharing the other products and services you have that could help them even more.

Here you will find some examples of typical Customer Service OKRs and Customer Success OKR examples. Remember that OKRs were NOT created for ‘Business As Usual’ Goals, projects you are going to undertake, or really long-term goals.

Easy To Understand Customer Success OKR Examples

Before you look at these Customer Success OKR examples – ask yourself a couple of questions. Name your top
3 Customer Success / Customer Service priorities right now as these will make great Objectives.

If you were then forced to prioritise them with the top of the list being the priorities that would have a
material impact on the business right now, what would the sequence look like? These are candidates for your
upcoming quarter Customer Success department OKRs.

How would you then measure the success? Which metrics would be improved by working on these Customer Service OKR examples?

The answers will help you create Key Results. What would be a stretch target that would force you
to really focus and think hard about how to achieve the objectives?

Would your priorities support your company priorities?

OKRs For Customer Success

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

Writing Your Own Customer Success OKR Examples

You’ve read the examples above of typical OKRs for Customer Success departments – 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 tried and tested OKR blueprints for you and your teams to follow.

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

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Diagrammatic blueprints of how the whole company can measure, share and work on what matters, improve
performance, and ensure everyone knows and feels that they really matter as well.

OKR For Customer Success Conclusion

There are going to be some really important customer orientated metrics (KPIs) that underpin business growth.
Your Customer Service OKRs / Customer Success 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.

ZOKRI has worked alongside industry experts to create intuitive OKR software that provides Customer Service teams with the
tools and features to make OKR embedding and adoption easy in your company.

With ZOKRI teams can measure, share and work on what matters, & improve performance quickly.
A ZOKRI account ensures everyone knows and feels that they really matter.