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10 OKR examples for Service Improvement

What are 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 understand that setting OKRs can be challenging, so we have prepared a set of examples tailored for Service Improvement. Take a peek at the templates below to find inspiration and kickstart your goal-setting process.

If you want to learn more about the framework, you can read our OKR guide online.

How to write your own Service Improvement OKRs

Option 1. Turn ideas into OKRs with Tability AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here.

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.

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.

AI feedback for OKRs in TabilityTability's Strategy Map makes it easy to see all your org's OKRs

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.

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.

Service Improvement OKRs examples

You will find in the next section many different 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

  • ObjectiveEnhance customer service experience for VIP clients
  • KRRaise resolution rate of VIP customer concerns on first contact to 85%
  • TaskStreamline response protocol for VIP inquiries
  • TaskImplement VIP-specific customer service training
  • TaskImprove tracking system for initial VIP complaints
  • KRAchieve a 95% satisfaction rate from VIP customer service surveys
  • TaskImplement personalized service for all VIP customers
  • TaskConduct frequent analysis of customer feedback
  • TaskRegularly train staff on customer satisfaction strategies
  • KRReduce response time for VIP customer inquiries to 2 hours or less
  • TaskAssign dedicated staff for VIP customer issues
  • TaskPrioritize and sort VIP customer inquiries
  • TaskImplement an efficient ticketing system

OKRs to improve resolution of travel time requests

  • ObjectiveImprove resolution of travel time requests
  • KRAchieve 95% customer satisfaction rate on resolved requests
  • TaskSurvey customers post-resolution for satisfaction insight
  • TaskRegularly review and improve resolution strategies
  • TaskImplement a comprehensive customer service training program
  • KRImplement a new resolution system to increase efficiency by 30%
  • TaskIdentify inefficiencies in the current resolution system
  • TaskDevelop a streamlined, more efficient process plan
  • TaskImplement and monitor the new resolution system
  • KRReduce average resolution timeframe by 20%
  • TaskProvide additional trainings to staff for faster troubleshooting
  • TaskStreamline the resolution workflow to eliminate unnecessary steps
  • TaskImplement efficient time management techniques into resolution process

OKRs to enhance internal stakeholder feedback on team operations and services

  • ObjectiveEnhance internal stakeholder feedback on team operations and services
  • KRGain an 80% response rate from stakeholders using the feedback system
  • TaskRegularly remind stakeholders to complete the feedback
  • TaskDevelop a concise, user-friendly feedback system
  • TaskProvide incentives encouraging stakeholder participation
  • KRAchieve an average service rating of 4 out of 5 from stakeholder feedback
  • TaskImplement weekly training sessions to improve customer service skills
  • TaskIntroduce a stakeholder survey to gather regular feedback
  • TaskDevelop an action plan responding to negative feedback
  • KRImplement a user-friendly feedback system for internal stakeholders by next month
  • TaskIntegrate and test the new feedback system within the organization
  • TaskDesign a simplified, accessible feedback mechanism based on research findings
  • TaskResearch existing internal feedback systems for efficacy and user-friendliness

OKRs to enhance service infrastructure to improve customer satisfaction

  • ObjectiveImprove customer satisfaction through enhanced service infrastructure
  • KREnhance service infrastructure to achieve a 10% reduction in customer complaints
  • KRImplement a customer feedback system resulting in a 15% increase in positive feedback
  • TaskTrain employees to address customer concerns effectively and efficiently
  • TaskAnalyze feedback data to identify areas for improvement and implement necessary changes
  • TaskConduct a survey to gather customer feedback on a regular basis
  • TaskImplement a rewards program to incentivize customers to provide positive feedback
  • KRReduce average resolution time by 20% through optimized service processes
  • TaskRegularly evaluate and update service technology and tools to improve response time
  • TaskStreamline service protocols and eliminate unnecessary steps to expedite resolution time
  • TaskImplement training programs to enhance the skills and efficiency of service representatives
  • TaskIdentify bottlenecks in service process through thorough analysis and data examination
  • KRIncrease customer satisfaction score by 10% through improved service response time

OKRs to enhance service quality for Waste Warriors' beneficiaries

  • ObjectiveEnhance service quality for Waste Warriors' beneficiaries
  • KRReduce service-related complaints by 30%
  • TaskDevelop a feedback loop for customer complaints
  • TaskImplement regular service quality training sessions for employees
  • TaskOptimize organizational processes for timely service delivery
  • KRImplement at least two new beneficiary-focused service improvements
  • TaskDevelop and outline strategies for new service improvements
  • TaskIdentify areas that need improvement in current beneficiary services
  • TaskImplement outlined strategies, and track results regularly
  • KRIncrease beneficiary satisfaction survey scores by 20%
  • TaskImprove communication methods with beneficiaries
  • TaskRegularly update services based on feedback
  • TaskImplement comprehensive training for service providers

OKRs to enhance CX through benchmarked industry best practices

  • ObjectiveEnhance CX through benchmarked industry best practices
  • KRElevate net promoter score by 20% via improved customer interaction
  • TaskIntroduce a proactive customer satisfaction follow-up system
  • TaskImplement comprehensive training on customer service skills for all staff
  • TaskReview and optimize all customer communication channels
  • KRIncrease customer satisfaction score by 15% through service improvement
  • TaskImplement feedback channels for ongoing service quality monitoring
  • TaskInvestigate top three customer complaints and develop solutions
  • TaskTrain customer service team in effective communication skills
  • KRDecrease customer complaint rate by 10% by applying effective solutions
  • TaskImplement robust product quality checks before dispatch
  • TaskEstablish clear and effective complaint resolution process
  • TaskEnhance customer service responsiveness and skills

OKRs to streamline service offering assistance process

  • ObjectiveStreamline service offering assistance process
  • KRAchieve 95% customer satisfaction score for service offerings
  • TaskEnhance and improve service offerings based on reviews
  • TaskAnalyze feedback regularly and address negative responses
  • TaskImplement robust customer feedback collection method
  • KRTrain 100% of customer service team on new streamlined process
  • TaskMonitor implementation and provide follow-up training as needed
  • TaskDevelop training program focused on new streamlined process
  • TaskSchedule mandatory training sessions for all team members
  • KRReduce service offering process steps by 30% to improve efficiency
  • TaskImplement automation for repetitive tasks
  • TaskIdentify and eliminate redundant steps in service process
  • TaskTrain staff for streamlined service process

OKRs to enhance customer satisfaction for our SaaS product

  • ObjectiveEnhance customer satisfaction for our SaaS product
  • KRIncrease customer retention rate by 10%
  • TaskImprove customer service response times
  • TaskSet up loyalty incentives program with potential rewards
  • TaskRegularly request feedback and implement suggestions
  • KRDecrease customer support ticket response time by 25%
  • TaskSchedule overlapping shifts for continuous coverage
  • TaskImplement efficient customer support software
  • TaskTrain support staff on quick issue resolution
  • KRImprove customer satisfaction score by 15%
  • TaskImplement comprehensive customer service training for all staff
  • TaskInitiate customer surveys to understand their needs and expectations better
  • TaskDevelop effective loyalty programs to encourage repeat business

OKRs to enhance research and response strategies for agency requests

  • ObjectiveEnhance research and response strategies for agency requests
  • KRAchieve a 95% satisfaction rate in agency feedback on request handling
  • TaskIntroduce a resolution policy for negative feedback
  • TaskRegularly assess and improve request handling processes
  • TaskImplement customer service training for agency staff
  • KRRespond to 98% of requests from contracted agencies within 48 hours
  • TaskPrioritize urgent requests from contracted agencies
  • TaskTrack and monitor response times to requests
  • TaskAllocate specific time daily to address agency requests
  • KRImprove request research effectiveness, reducing turnaround time by 15%
  • TaskImplement a standardized research protocol to increase efficiency
  • TaskTrain staff to boost research productivity and accuracy
  • TaskPrioritize and categorize requests to expedite processing

OKRs to increase automation and drive continuous improvement

  • ObjectiveIncrease automation and drive continuous improvement
  • KRConduct bi-weekly team meetings to identify and implement improvement opportunities
  • TaskImplement the identified improvement opportunities
  • TaskSchedule bi-weekly team meetings
  • TaskIdentify improvement opportunities during meetings
  • KRImplement automation tools for at least 3 manual processes in the department
  • TaskResearch and select appropriate automation tools
  • TaskIdentify 3 manual processes suitable for automation
  • TaskImplement and test selected automation tools
  • KRReduce average response time by 20% through process improvements
  • TaskRegularly monitor and analyze response time data
  • TaskStreamline the response process via automation
  • TaskImplement efficiency training for the customer service team

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.

How to track your Service Improvement OKRs

Quarterly OKRs should have weekly updates to get all the benefits from the framework. Reviewing progress periodically has several advantages:

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 a proper OKR-tracking tool for it.

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 Service Improvement OKR templates

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

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