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.

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

How to write your own Customer Service Improvement 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 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.

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.

How to track your Customer Service Improvement OKRs

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 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 Customer Service Improvement OKR templates

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

• OKRs to develop a consistent, healthy lifestyle to promote weight loss
  consistent-walkingbalanced-eatinglifestyle-coachnutritionistfitness-teamwellness-coordinators
• OKRs to build a Python tool for efficient tracing of community cohort members
  python-toolcommunity-cohort-tracingpython-developerqa-engineerdevelopment-teamquality-assurance-team
• OKRs to validate problem and product hypotheses for MVP
  validationfeedbackindustry-expertspotential-customersproduct-development-teamuser-feedback-team
• OKRs to ensure all product lines attain organic certification
  organic-certificationsource-materialsquality-control-managercertification-process-managerquality-control-teamcompliance-team
• OKRs to enhance benefits promotion for higher utilization rates
  benefits-awarenessemployee-satisfactionbenefits-coordinatoremployee-relationship-managerhuman-resourcesinternal-communications
• OKRs to improve our delivery of results to clients
  customer-satisfactionservice-deliverycustomer-service-representativeproject-managercustomer-service-teamproject-management-team