OKR template to elevate the NPS score in B2B SaaS by 5%
The primary goal of this OKR is to elevate the Net Promoter Score (NPS) in Business-to-Business (B2B) Software as a Service (SaaS) by 5%. This entails improving customer satisfaction regarding the software and service provided. The NPS is a metric used to gauge client satisfaction and brand loyalty.
The first objective aims to reduce the customer support resolution time by 20% to enhance customer service. This involves initiatives such as regular training of customer service agents, using Artificial Intelligence to automate repetitive customer inquiries, as well as implementing a live chat feature for instant customer inquiries resolution.
The second objective to accomplish the goal is improving product feature satisfaction by 10% via software enhancements. This incorporates addressing customer issues, assessing satisfaction improvement post-enhancements, and identifying areas requiring further improvements from the feedback given by customers.
The third objective is to increase customer feedback collection by 15%. To achieve this, the company will train staff on effective solicitation methods, offer incentives for customer feedback, and implement an automated system to gather feedback after every purchase.
The first objective aims to reduce the customer support resolution time by 20% to enhance customer service. This involves initiatives such as regular training of customer service agents, using Artificial Intelligence to automate repetitive customer inquiries, as well as implementing a live chat feature for instant customer inquiries resolution.
The second objective to accomplish the goal is improving product feature satisfaction by 10% via software enhancements. This incorporates addressing customer issues, assessing satisfaction improvement post-enhancements, and identifying areas requiring further improvements from the feedback given by customers.
The third objective is to increase customer feedback collection by 15%. To achieve this, the company will train staff on effective solicitation methods, offer incentives for customer feedback, and implement an automated system to gather feedback after every purchase.
Elevate the NPS score in B2B SaaS by 5%
Reduce customer support resolution time by 20%
Train customer service agents regularly for efficiency- Automate repetitive customer inquiries using AI
- Implement live chat for instant customer inquiries resolution
- Improve product feature satisfaction by 10% through software enhancements
- Implement software enhancements addressing customer issues
- Evaluate satisfaction improvement post-enhancements
- Identify areas requiring improvements from customer feedback
- Increase the rate of customer feedback collection by 15%
- Train staff on effective customer feedback solicitation
- Offer incentives for customers leaving feedback
- Implement a customer feedback system after each purchase