Customer success & support OKR example

Resolve tickets faster without hurting satisfaction

Cut resolution time while CSAT holds.

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

YOUR STARTING POINTCustomer success & support OKRs

OBJECTIVE

Cut resolution time while customer satisfaction holds

KR 1
Reduce median time to resolution from 26 hours to 8 hours
KR 2
Increase first-contact resolution from 55% to 75%
KR 3
Keep CSAT at or above 92%

Example targets. Adapt to your baseline before you start.

USE THIS WHEN

Tickets take too long and customers notice. Track CSAT alongside speed so one doesn't trade off the other.

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: Resolve tickets faster without hurting satisfaction
objectives:
  - title: Cut resolution time while customer satisfaction holds
    outcomes:
      - title: Reduce median time to resolution from 26 hours to 8 hours
        initiatives: []
      - title: Increase first-contact resolution from 55% to 75%
        initiatives: []
      - title: Keep CSAT at or above 92%
        initiatives: []

KEEP EXPLORING

More examples to explore.

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Support

Stop answering the same question twice

Deflect repeat tickets with self-serve help.

Objective

Deflect repeat tickets with self-serve help

Reduce tickets on the top 10 repeat topics from 900 to 400 per month
Publish or update help articles for 100% of the top 25 ticket topics, up from 40%
Raise help center self-serve rate from 30% to 55%

View template

Onboarding