OKR template to to enhance customer satisfaction, effort score, and net promoter score

public-lib · Published about 1 month ago

This OKR aims to enhance customer satisfaction, effort score, and net promoter score. It aims to increase the net promoter score by 8%, through developing a system for addressing complaints, training staff in effective customer service techniques, and implementing regular customer satisfaction surveys.

The objective also includes boosting the customer satisfaction index by 10%. To achieve this, plans have been made to implement comprehensive staff training to improve customer service skills, monitor and fix identified service quality issues promptly and develop a robust system for gathering customer feedback on service quality issues.

The final part of this OKR objectives is to reduce the customer effort score by approximately 15%. The tasks outlined to accomplish this include streamlining the user interface for simplicity and comfort, identifying complex steps in current user journeys, and implementing effective user feedback mechanisms.

In summary, this OKR focuses on enhancing customer relation metrics (satisfaction, effort score, and net promoter score) by various methods like staff training, effective feedback systems, and user interface redesigning.
  • ObjectiveTo enhance customer satisfaction, effort score, and net promoter score
  • Key ResultIncrease net promoter score by 8% via effective customer feedback mechanisms
  • TaskDevelop a robust system for addressing complaints
  • TaskTrain staff in effective customer service techniques
  • TaskImplement regular customer satisfaction surveys
  • Key ResultBoost customer satisfaction index by 10% through improved service quality
  • TaskImplement comprehensive staff training to improve customer service skills
  • TaskMonitor and fix identified service quality issues in a timely manner
  • TaskDevelop a robust customer feedback system to identify service quality issues
  • Key ResultReduce customer effort score by 15% by simplifying user journeys
  • TaskStreamline user interface for simplicity and comfort
  • TaskIdentify complex steps in current user journeys
  • TaskImplement effective user feedback mechanisms
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