OKR template to enhance customer-centric approach in service delivery

public-lib · Published about 1 month ago

This OKR focuses on improving the company's customer-centric approach in service delivery. The primary objectives are to implement customer feedback, decrease complaints, and increase customer satisfaction. The first goal involves assimilating customer feedback suggestions into daily operations to improve customer experience.

The second goal is to decrease service complaint cases by 15%. Initiatives for achieving this goal include implementing intensive training on customer handling for staff, monitoring and reviewing all service processes regularly, and introducing comprehensive quality control measures. These efforts will ensure improved service delivery and reduced customer complaints.

The third goal is to increase customer satisfaction levels by 20%. This will be achieved through offering thorough product training for the customer support team, establishing a more efficient issue resolution process, and carrying out regular customer feedback surveys. These steps will ensure that customer needs are taken into account and addressed promptly.

This OKR ensures that a customer-centric approach is not only adopted but also enhanced for better service provision. By implementing these strategies, the company is poised to deliver improved services that meet and exceed customer expectations, leading to increased customer satisfaction and reduced complaints.
  • ObjectiveEnhance customer-centric approach in service delivery
  • Key ResultImplement at least 3 customer feedback suggestions into operations
  • TaskImplement changes into daily operations
  • TaskIdentify useful suggestions from customer feedback
  • TaskDevelop a plan to incorporate these suggestions
  • Key ResultDecrease service complaint cases by 15%
  • TaskImplement intensive training on customer handling for service staff
  • TaskMonitor and evaluate all service processes regularly
  • TaskIntroduce comprehensive quality control measures
  • Key ResultIncrease customer satisfaction scores by 20%
  • TaskProvide thorough product training for customer support team
  • TaskEstablish a more efficient issue resolution process
  • TaskImplement regular customer feedback surveys
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