Customer success & support OKR example

Raise customer satisfaction

Lift CSAT and NPS on the moments that matter.

Suggested timeframe: Set with your team1 objective · 3 key results

YOUR STARTING POINTCustomer success & support OKRs

OBJECTIVE

Lift satisfaction on the moments that matter

KR 1
Increase NPS from 28 to 45
KR 2
Raise CSAT after onboarding and support from 85% to 93%
KR 3
Follow up with 100% of detractors within 48 hours, up from 20%

Example targets. Adapt to your baseline before you start.

USE THIS WHEN

You survey customers but scores don't move.

Make it work for your team

Set your baseline. Check where you are today, then choose targets that stretch your team.

Agree on ownership. Give each key result a clear owner and a source of data.

Check in every week. Review the numbers, share confidence, and decide what needs attention.

FROM PLAN TO PROGRESS

Give these goals
a weekly rhythm.

Track your results, spot what needs attention, and keep everyone in the loop with Tability.

Make it your own. Then move it forward.

Your weekly check-in

Start with your team's baseline.

Clear objectivesMeasurable resultsAgreed owners

A clear owner for every result
Simple weekly check-ins
Progress reports, ready to share

Get this template as YAML

A machine-readable version of this example for a script or AI assistant.

title: Raise customer satisfaction
objectives:
  - title: Lift satisfaction on the moments that matter
    outcomes:
      - title: Increase NPS from 28 to 45
        initiatives: []
      - title: Raise CSAT after onboarding and support from 85% to 93%
        initiatives: []
      - title: Follow up with 100% of detractors within 48 hours, up from 20%
        initiatives: []

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Retention

Spot at-risk accounts early

Get a reliable health score on every account.

Objective

Get a reliable health score on every account

Score 100% of accounts with an automated health score, up from 0%
Flag 80% of churned accounts as at-risk at least 60 days before renewal, up from 25%
Run a save plan on 100% of at-risk accounts over $10k ARR

View template

Onboarding