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tability.ioWhat are Customer Feedback OKRs?
The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.
Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.
We have curated a selection of OKR examples specifically for Customer Feedback to assist you. Feel free to explore the templates below for inspiration in setting your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
Customer Feedback OKRs examples
You will find in the next section many different Customer Feedback Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).
Hope you'll find this helpful!
OKRs to boost Customer Satisfaction to 95% Positive Feedback
ObjectiveBoost Customer Satisfaction to 95% Positive Feedback
KRIncrease response rate on customer satisfaction surveys by 30%
Offer incentives for completed surveys- Improve survey design for clarity and conciseness
- Implement follow-up reminders for surveys
- KREnsure less than 3% complaint cases escalate to senior management
- Provide comprehensive staff training sessions
- Regularly review and improve complaint processing system
- Implement effective initial complaint handling procedures
- KRImplement solutions addressing top 3 customer issues identified from feedback
- Analyze customer feedback to identify top three recurring issues
- Implement these solutions and notify customers about the improvements
- Develop targeted solutions for these top issues
OKRs to improve customer support quality
- ObjectiveImprove customer support quality
- KRReduce average response time to customer inquiries by 20%
- Regularly review and update customer inquiry response templates to ensure accuracy and effectiveness
- Streamline the customer inquiry process by optimizing communication channels and eliminating unnecessary steps
- Implement a user-friendly chatbot to answer common customer inquiries instantly
- Train customer service agents to improve their efficiency and speed in responding to inquiries
- KRIncrease average customer satisfaction rating to 4.8 out of 5
- Implement targeted initiatives to address the identified areas of improvement
- Conduct a comprehensive survey to gather feedback from customers
- Analyze the survey results to identify areas of improvement and prioritize action
- Regularly monitor customer satisfaction metrics and adjust initiatives accordingly
- KRImplement a comprehensive training program for support staff to enhance product knowledge
- KRIncrease the first-call resolution rate to 90%
- Enhance communication channels for timely collaboration and knowledge sharing among agents
- Analyze customer feedback data to identify commonly recurring issues for targeted resolution strategies
- Improve documentation resources to provide agents with accurate and concise troubleshooting information
- Implement comprehensive agent training program for enhanced issue resolution skills
OKRs to boost Customer Retention Rate
- ObjectiveBoost Customer Retention Rate
- KRIncrease customer satisfaction score to above 85% via targeted satisfaction surveys
- KRReduce customer complaints by 10% through improved customer service practices
- Standardize swift resolution procedures for common issues
- Implement comprehensive training for customer service representatives
- Establish a responsive customer feedback system
- KRImplement loyalty program increasing repeat purchases by 15%
- Research successful loyalty programs in similar industries
- Develop a creative, rewarding loyalty program for our customers
- Implement, monitor, and adjust the program based on customer feedback
OKRs to establish comprehensive voice of customer reports
- ObjectiveEstablish comprehensive voice of customer reports
- KRImplement changes on identified areas and achieve 20% customer approval rate increase
- Develop and implement changes based on identified areas
- Identify specific areas needing improvement through customer feedback
- Monitor and measure customer approval rate after changes
- KRAnalyze survey responses and identify three main areas of improvement
- Compile and organize all survey responses
- Thoroughly assess each response to identify common issues
- Determine three main areas that require improvement
- KRConduct surveys reaching out to 75% of our customer base for feedback
- Distribute surveys using efficient communication channels
- Identify and segment 75% of the customer base for outreach
- Determine relevant survey topics and create a comprehensive questionnaire
OKRs to determine leading causes for policy non-renewals
- ObjectiveDetermine leading causes for policy non-renewals
- KRAnalyze data from non-renewals and categorize common reasons by week 6
- Analyze the gathered data and categorize reasons
- Collect all data related to non-renewals before week 6
- Document findings for each common reason weekly
- KRSubmit a detailed report outlining top 3 reasons by week 8
- Analyze data to identify top 3 reasons
- Create a detailed outline of findings
- Submit the report by week 8
- KRConduct a survey from 100 non-renewing customers for detailed feedback by week 4
- Distribute survey amidst chosen customers by week 4
- Create a detailed feedback survey
- Identify 100 non-renewing customers for the survey
OKRs to improve the effectiveness of OKR testing
- ObjectiveImprove the effectiveness of OKR testing
- KRImplement at least two improvements based on customer feedback for OKR testing
- Review customer feedback on OKR testing
- Execute the plan and monitor the effectiveness of the implemented improvements
- Identify at least two areas for improvement from customer feedback
- Develop action plan for implementing the identified improvements
- KRAchieve a customer satisfaction rating of at least 90% for OKR testing
- Regularly communicate with customers to address any issues or concerns they may have
- Implement improvements based on customer feedback to enhance the OKR testing process
- Conduct a survey to gather feedback from customers about their OKR testing experience
- Provide training sessions or resources to help customers optimize their use of OKR testing
- KRDecrease the average time spent on OKR testing by 15%
- KRIncrease the completion rate of OKR tests by 20%
- Offer regular practice sessions and mock exams for OKR testing
- Provide additional resources and examples for OKR test preparation
- Analyze feedback and adjust difficulty level of OKR tests accordingly
- Enhance OKR test instructions for better understanding
OKRs to foster a comprehensive feedback culture
- ObjectiveFoster a comprehensive feedback culture
- KRDecrease negative feedback issues by 30% through improvement interventions
- Develop and implement a comprehensive customer service training program
- Regularly analyze customer satisfaction surveys for improvement areas
- Revise and optimize internal processes associated with customer complaints
- KROrganize four constructive feedback workshops for all staff members
- Outline the key goals and topics for each feedback workshop
- Arrange for appropriate facilities and equipment to host workshops
- Send invites and workshop agenda to all staff members
- KRImplement confidential weekly team feedback surveys increasing participation by 60%
OKRs to enhance product-market fit by conducting customer research and implementing user feedback
- ObjectiveImprove product-market fit by leveraging customer research and user feedback
- KRMeasure the impact of the improvements on product-market fit by tracking user metrics
- KRConduct in-depth interviews with 50 potential and existing customers
- KRImplement the top 3 product improvements within 3 weeks
- KRAnalyze user feedback and identify the top 3 product improvements
OKRs to develop multi-purpose product integration documents
- ObjectiveDevelop multi-purpose product integration documents
- KRProduce initial drafts of 5 different product integration templates by week 6
- Design and outline five distinct templates
- Write preliminary drafts for individual templates
- Identify key features for each product integration template
- KRSolicit and incorporate feedback, improving each draft by 30% in two weeks
- Review and refine the improved draft by 30%
- Actively integrate received suggestions into the draft
- Send the draft to colleagues for constructive feedback
- KRFinalize and validate all product integration templates, achieving 95% customer approval
- Conduct validation tests on the templates
- Complete all product integration templates
- Achieve 95% customer approval through feedback surveys
OKRs to improve customer response time and service quality
- ObjectiveImprove customer response time and service quality
- KRDecrease average client response time by 30%
- Implement efficient client management software
- Train staff in rapid response techniques
- Assign dedicated personnel for immediate client replies
- KRAchieve 90% customer satisfaction rating on service quality
- Offer regular staff training on customer service best practices
- Implement a customer feedback system to track service quality
- Resolve customer complaints swiftly and excellently
- KRImplement, and get users to positively rate, a new feedback system by 80%
- Implement an incentive program for providing reviews
- Conduct user satisfaction surveys to gather data
- Develop and launch user-friendly feedback system
How to write your own Customer Feedback OKRs
1. Get tailored OKRs with an AI
You'll find some examples below, but it's likely that you have very specific needs that won't be covered.
You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.
- 1. Go to Tability's plan editor
- 2. Click on the "Generate goals using AI" button
- 3. Use natural language to describe your goals
Tability will then use your prompt to generate a fully editable OKR template.
Watch the video below to see it in action 👇
Option 2. Optimise existing OKRs with Tability Feedback tool
If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.
- 1. Go to Tability's plan editor
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on "Generate analysis"
Tability's Strategy Map makes it easy to see all your org's OKRsTability will scan your OKRs and offer different suggestions to improve them. This can range from a small rewrite of a statement to make it clearer to a complete rewrite of the entire OKR.
You can then decide to accept the suggestions or dismiss them if you don't agree.
Option 3. Use the free OKR generator
If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.
Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.
Customer Feedback OKR best practices
Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.
Here are a couple of best practices extracted from our OKR implementation guide 👇
Tip #1: Limit the number of key results
The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.
We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.
Tip #2: Commit to weekly OKR check-ins
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.
Being able to see trends for your key results will also keep yourself honest.
Tip #3: No more than 2 yellow statuses in a row
Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.
As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.
Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.
How to track your Customer Feedback OKRs
The rules of OKRs are simple. Quarterly OKRs should be tracked weekly, and yearly OKRs should be tracked monthly. Reviewing progress periodically has several advantages:
- It brings the goals back to the top of the mind
- It will highlight poorly set OKRs
- It will surface execution risks
- It improves transparency and accountability
Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.
If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.
More Customer Feedback OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to inspire customers with relevant homepage content to drive app revisits
- OKRs to enhance workforce competence through continuous development and upskilling
- OKRs to reinstate Intel's victorious culture and unify its talent pool
- OKRs to optimize team resourcing for program commitments
- OKRs to promote and cultivate a diverse and inclusive workplace culture
- OKRs to accelerate growth to reach a $33 mln yearly revenue target