OKR template to enhance customer advocacy throughout our service processes

public-lib · Published 3 months ago

This OKR aims to improve customer advocacy across all service areas, with three particular outcomes identified. The first is to reduce customer complaints by 30% through improved service delivery, primarily by establishing customer feedback systems, ongoing staff training, and regular review of service delivery protocols.

The second outcome is a projected 25% increase in Net Promoter Score (NPS) anew customer-first policies. This enhancement will be achieved by offering consistent, high-quality support and customer service, training staff in proactive customer experience strategies, and implementing customer feedback mechanisms to improve service delivery.

The third outcome is a planned increase in customer retention rate by 20% through tailored customer follow-ups. To achieve this, staff will be trained in personalized customer service techniques, and a customer tracking software will be implemented for more personalized follow-up processes. Furthermore, an efficient customer feedback system will be created.

In summary, this OKR etches out a defined pathway to enhance customer advocacy and satisfaction through service process improvements, staff training, and customer-oriented initiatives.
  • ObjectiveEnhance customer advocacy throughout our service processes
  • Key ResultReduce customer complaints by 30% through improved service delivery
  • TaskEstablish a proactive feedback system for customers
  • TaskImplement ongoing customer service training for all staff
  • TaskRegularly review and update service delivery protocols
  • Key ResultIncrease Net Promoter Score (NPS) by 25% initiating customer-first policies
  • TaskOffer consistent, high-quality customer support and after-sales service
  • TaskTrain staff on proactive customer experience strategies and techniques
  • TaskImplement customer feedback mechanisms for improved service provision
  • Key ResultIncrease customer retention rate by 20% with personalized follow-ups
  • TaskTrain staff in personalised customer service techniques
  • TaskImplement customer tracking software for personalized follow-up
  • TaskCreate an effective customer feedback system
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