OKR template to achieve higher NPS and CSAT ratings

The OKR is focused on enhancing NPS (Net Promoter Score) and CSAT (Customer Satisfaction) scores. Improved problem-solving and communication skills through the training of the customer service team are critical. Several initiatives planned for it include scheduling training sessions, identifying the skill gaps amongst the team members, and finding or developing a suitable training program.

Another key objective is to design and implement a proactive feedback system to address customer concerns. To effectively accomplish this, the customer service team must be trained on handling and implementing customer feedback. Therefore, creating a user-friendly online platform for customer feedback and consistently reviewing and addressing customer feedback are part of the strategies.

The ambition to increase customer satisfaction by 10% through optimizing service processes is also highlighted. The initiatives to achieve this would consist of a customer feedback mechanism to improve service, conducting staff training on customer relations and service efficiency, and streamlining service processes to reduce customer waiting times.

Overall, this OKR is centered on two primary goals - improving customer satisfaction and enhancing the effectiveness of the customer service team. It involves a combination of training, effective feedback mechanisms, and streamlined service processes to achieve the desired NPS and CSAT ratings.