10 OKR examples for Customer Service Improvement

What are Customer Service Improvement 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 Service Improvement 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.

The best tools for writing perfect Customer Service Improvement OKRs

Here are 2 tools that can help you draft your OKRs in no time.

Tability AI: to generate OKRs based on a prompt

Tability AI allows you to describe your goals in a prompt, and generate a fully editable OKR template in seconds.

• 1. Create a Tability account
• 2. Click on the Generate goals using AI
• 3. Describe your goals in a prompt
• 4. Get your fully editable OKR template
• 5. Publish to start tracking progress and get automated OKR dashboards

Watch the video below to see it in action 👇

Tability Feedback: to improve existing OKRs

You can use Tability's AI feedback to improve your OKRs if you already have existing goals.

• 1. Create your Tability account
• 2. Add your existing OKRs (you can import them from a spreadsheet)
• 3. Click on Generate analysis
• 4. Review the suggestions and decide to accept or dismiss them
• 5. Publish to start tracking progress and get automated OKR dashboards

Tability 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.

Customer Service Improvement OKRs examples

You will find in the next section many different Customer Service Improvement 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 enhance customer service experience for VIP clients

OKRs to enhance customer satisfaction for our SaaS product

OKRs to enhance service infrastructure to improve customer satisfaction

OKRs to improve resolution of travel time requests

OKRs to enhance CX through benchmarked industry best practices

OKRs to boost efficiency and effectiveness of Prod Support/Service desk

OKRs to enhance internal stakeholder feedback on team operations and services

OKRs to enhance the customer advocacy program

OKRs to reduce support requests by 10%

OKRs to enhance research and response strategies for agency requests

Customer Service Improvement 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.

Save hours with automated OKR dashboards

OKRs without regular progress updates are just KPIs. You'll need to update progress on your OKRs every week to get the full benefits from the framework. 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

We recommend using a spreadsheet for your first OKRs cycle. You'll need to get familiar with the scoring and tracking first. Then, you can scale your OKRs process by using Tability to save time with automated OKR dashboards, data connectors, and actionable insights.

How to get Tability dashboards:

• 1. Create a Tability account
• 2. Use the importers to add your OKRs (works with any spreadsheet or doc)
• 3. Publish your OKR plan

That's it! Tability will instantly get access to 10+ dashboards to monitor progress, visualise trends, and identify risks early.

More Customer Service Improvement OKR templates

We have more templates to help you draft your team goals and OKRs.

• OKRs to increase company revenue and enhance the organizational environment
  employee-satisfactionrevenue-incrementhuman-resources-managersales-and-marketing-directorhuman-resources-teamsales-and-marketing-team
• OKRs to boost overall staff job satisfaction
  employee-satisfactionstaff-retentionhuman-resources-manageremployee-experience-coordinatorhuman-resources-teamemployee-engagement-team
• OKRs to implement improved system solution to replace the outdated one
  system-solutionuser-adoptionsystem-analysttraining-specialistsystem-development-teamuser-training-team
• OKRs to boost LinkedIn follower base by 20%
  linkedinfollower-acquisitioncontent-creatorsocial-media-analystcontent-creation-teamsocial-media-team
• OKRs to equip departments with OKR skills
  performance-improvementokr-trainingdepartment-headsokr-coachdepartment-teamsokr-implementation-team
• OKRs to streamline business structure and set timeline for team's objectives
  business-structuregoal-settingauditordepartment-headinternal-audit-teamdepartment-teams