15 customisable OKR examples for Customer Experience

What are Customer Experience OKRs?

The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.

Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.

We have curated a selection of OKR examples specifically for Customer Experience to assist you. Feel free to explore the templates below for inspiration in setting your own goals.

If you want to learn more about the framework, you can read our OKR guide online.

Building your own Customer Experience OKRs with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own OKRs.

Feel free to explore our tools:

Our customisable Customer Experience OKRs examples

You will find in the next section many different Customer Experience Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).

Hope you'll find this helpful!

1. OKR to amplify the voice of our current customer base

  • ObjectiveAmplify the voice of our current customer base
  • Key ResultImprove response rate on customer satisfaction reviews by 20%
  • TaskIntroduce incentives for completed customer satisfaction reviews
  • TaskOptimize review request timing for increased engagement
  • TaskSend reminders for pending review completion
  • Key ResultEngage 25% more customers in user experience surveys
  • TaskBoost survey advertisement across all media platforms
  • TaskDevelop a compelling invitation for participation in surveys
  • TaskOffer incentives or rewards for survey participation
  • Key ResultIncrease customer feedback submission by 30%
  • TaskImplement a user-friendly feedback form on our website
  • TaskOffer incentives for customers who provide feedback
  • TaskRegularly promote the importance of customer feedback

2. OKR to enhance overall user experience on our platform

  • ObjectiveEnhance overall user experience on our platform
  • Key ResultDecrease user complaint rate by 10%
  • TaskEnhance user interface for easier navigation
  • TaskImplement proactive customer service training
  • TaskImprove product quality testing processes
  • Key ResultImprove user satisfaction score by 20%
  • TaskImplement regular customer feedback and survey sessions
  • TaskOffer prompt and effective customer support service
  • TaskEnhance product features based on user suggestions
  • Key ResultIncrease average session duration by 15%
  • TaskProduce engaging, high-quality content
  • TaskImplement effective CTAs on pages
  • TaskImprove site speed for enhanced user experience

3. OKR to drive up frequency of customer purchases

  • ObjectiveDrive up frequency of customer purchases
  • Key ResultDecrease checkout abandonment rate by 10% through user experience improvements
  • TaskOffer various secure payment methods
  • TaskAdd trust signals like reviews, ratings, and testimonials
  • TaskSimplify the checkout process to only essential steps
  • Key ResultIntroduce a customer loyalty program that increases repeat purchases by 15%
  • TaskDevelop a tailored loyalty program focused on customer retention
  • TaskImplement, track, and adjust the loyalty program as necessary
  • TaskResearch popular customer loyalty programs for effective strategies
  • Key ResultBoost cart size by 20% through upselling and cross-selling strategies
  • TaskDevelop personalized product suggestions based on customer buying habits
  • TaskIncorporate a rewards program for higher-value purchases
  • TaskImplement a bundle discount strategy for related items

4. OKR to implement machine learning strategies to cut customer attrition

  • ObjectiveImplement machine learning strategies to cut customer attrition
  • Key ResultDecrease monthly churn rate by 15% through the application of predictive insights
  • TaskPrioritize customer retention strategies with predictive modeling
  • TaskEnhance user engagement based on predictive insights
  • TaskImplement predictive analytics for customer behavior patterns
  • Key ResultImplement machine learning solutions in 85% of our customer-facing interactions
  • TaskDevelop and test relevant ML models for these interactions
  • TaskIdentify customer interactions where machine learning can be applied
  • TaskIntegrate ML models into the existing customer interface
  • Key ResultIncrease accurate churn prediction rates by 25% with a refined machine learning model
  • TaskGather and analyze data for evaluating churn rates
  • TaskIntensify machine learning training on accurate prediction
  • TaskImplement and test refined machine learning model

5. OKR to streamline onboard services for robust engagement environment

  • ObjectiveStreamline onboard services for robust engagement environment
  • Key ResultDecrease user churn rate by 15% via optimizing onboarding process
  • TaskIntegrate a user feedback system during onboarding process
  • TaskRegularly update onboarding materials based on metrics analysis
  • TaskRedesign onboarding tutorials to highlight software's key features
  • Key ResultIncrease customer engagement rates by 20% through enhanced onboard services
  • TaskConduct regular surveys to assess and improve onboard services
  • TaskImprove onboard service responsiveness to customer inquiries/requests
  • TaskDevelop new, engaging onboard activities for customers
  • Key ResultImplement 3 new features that improve onboarding experience, verified by user feedback
  • TaskIdentify pain points in the current onboarding process
  • TaskDevelop and integrate 3 user-centric features
  • TaskGather user feedback post-implementation

6. OKR to to enhance customer satisfaction, effort score, and net promoter score

  • 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

7. OKR to achieve an 80% first contact resolution (FCR) across all inboxes

    8. OKR to elevate operational excellence and customer experience

    • ObjectiveElevate operational excellence and customer experience
    • Key ResultIncrease customer satisfaction scores by a minimum of 15%
    • TaskImplement thorough, user-friendly customer service training for all staff members
    • TaskInformation gathering - Survey customers to identify common satisfaction issues
    • TaskDevelop an effective customer loyalty program with exclusive benefits
    • Key ResultImplement at least 2 new process improvements, increasing efficiency by 10%
    • TaskIdentify areas in the workflow that require improvements
    • TaskCreate and implement 2 new efficient strategies
    • TaskMonitor and measure efficiency increases
    • Key ResultReduce product delivery time by 20% within the quarter
    • TaskImplement more efficient packaging methods
    • TaskStreamline the order fulfillment process
    • TaskEnhance courier partnerships for expedited delivery

    9. OKR to enhance user satisfaction and engagement with our app

    • ObjectiveEnhance user satisfaction and engagement with our app
    • Key ResultReduce average response time to user inquiries to under 24 hours through streamlined customer support
    • TaskRegularly analyze response time data to identify bottlenecks and implement process improvements
    • TaskEstablish clear guidelines and documentation for resolving common user inquiries
    • TaskTrain customer support agents to handle inquiries effectively and efficiently
    • TaskImplement a ticketing system for efficient tracking and prioritization of user inquiries
    • Key ResultIncrease user retention rate by 15% through personalized push notifications and enhanced features
    • TaskContinuously monitor and optimize push notification campaigns and feature updates for maximum effectiveness
    • TaskDevelop and implement a comprehensive push notification strategy based on user insights
    • TaskAnalyze user behavior to identify key preferences and interests for personalized push notifications
    • TaskEnhance user experience by adding new features and improving existing functionalities
    • Key ResultIncrease user reviews by 20% through targeted campaigns and incentivized prompts
    • TaskUse social media platforms to highlight positive user reviews and encourage others to share their experiences
    • TaskCreate personalized email campaigns to request user reviews with compelling copy and visuals
    • TaskOffer exclusive incentives, such as discounts or freebies, for users who leave reviews
    • TaskImplement in-app prompts at strategic moments to remind and encourage users to submit reviews
    • Key ResultIncrease average app rating to 4.5 stars through user feedback and app improvements

    10. OKR to enhance overall customer experience

    • ObjectiveEnhance overall customer experience
    • Key ResultImprove customer response times by 20%
    • TaskTrain staff on rapid problem-solving techniques
    • TaskHire more customer service representatives
    • TaskImplement efficient CRM software
    • Key ResultIncrease customer satisfaction score by 15%
    • TaskDevelop and offer customer loyalty rewards program
    • TaskImplement a customer feedback system to identify areas for improvement
    • TaskProvide extensive customer service training to all employees
    • Key ResultReduce customer complaint cases by 30%
    • TaskImplement comprehensive customer service training
    • TaskDevelop a proactive customer communication strategy
    • TaskImprove product/service quality checks

    11. OKR to enhance overall customer satisfaction experience

    • ObjectiveEnhance overall customer satisfaction experience
    • Key ResultIncrease Customer Satisfaction Index (CSI) by 20% through service improvement
    • TaskImplement extensive training for customer service agents
    • TaskRegularly review and adjust customer service protocols
    • TaskIntroduce a customer feedback system for continuous improvement
    • Key ResultAchieve a 10% increase in positive customer reviews on various platforms
    • TaskImplement customer satisfaction surveys after product or service delivery
    • TaskImprove customer service responsiveness and politeness
    • TaskOffer incentives for submitting positive reviews
    • Key ResultDecrease customer complaints by 15% by enhancing product quality
    • TaskEvaluate current product quality and identify issues causing dissatisfaction
    • TaskDevelop a customer feedback system to monitor product quality improvements
    • TaskDesign and implement quality improvement measures for identified issues

    12. OKR to increase Internal Customer NPS

    • ObjectiveIncrease Internal Customer NPS
    • Key ResultImplement at least two new initiatives to enhance internal customer experience
    • TaskDevelop a comprehensive internal knowledge base to streamline information access and retrieval
    • TaskCreate a dedicated internal customer support team to provide timely assistance
    • TaskImplement regular training sessions to enhance communication and problem-solving skills
    • TaskConduct a survey to gather feedback and identify areas for improvement
    • Key ResultAchieve a 10% increase in internal customer NPS score
    • TaskConduct a survey to identify pain points and areas for improvement
    • TaskRegularly communicate updates on actions taken based on customer feedback
    • TaskProvide training to employees to improve customer service skills
    • TaskImplement feedback loops to address customer concerns and gather suggestions
    • Key ResultReduce internal customer complaints by 20% through proactive resolution and improved service
    • TaskStreamline processes and ensure effective coordination among different departments
    • TaskImplement a feedback system to identify potential issues and address them promptly
    • TaskConduct regular training sessions to improve communication and problem-solving skills
    • TaskEstablish quality control measures to track and monitor customer satisfaction levels
    • Key ResultIncrease internal customer satisfaction survey participation rate by 15%
    • TaskConduct regular meetings to communicate the importance of survey participation to employees
    • TaskOffer an incentive or reward for employees who actively participate in the survey
    • TaskSend personalized email reminders to employees to complete internal customer satisfaction survey
    • TaskSimplify the survey process by making it easily accessible and user-friendly

    13. OKR to increase revenue in my AI consulting service business

    • ObjectiveIncrease revenue in my AI consulting service business
    • Key ResultIncrease the number of new clients by 20%
    • TaskImprove online marketing efforts to enhance client reach and conversion rates
    • TaskUtilize social media platforms to promote services and attract potential clients
    • TaskEnhance customer satisfaction and loyalty to generate positive word-of-mouth testimonials
    • TaskImplement referral programs to encourage existing clients to refer new ones
    • Key ResultDecrease customer churn rate by 10%
    • TaskImprove onboarding process to enhance customer experience and minimize confusion or frustration
    • TaskOffer personalized incentives or discounts based on customer preferences and behavior
    • TaskImplement proactive communication strategies to address customer concerns and provide timely support
    • TaskConduct regular customer feedback surveys to identify pain points and areas for improvement
    • Key ResultIncrease the average contract value by 15%
    • TaskUpsell existing customers with higher-value product or service options
    • TaskOffer bundled packages or add-ons to increase the overall value of each contract
    • TaskProvide personalized and relevant recommendations to drive customers towards premium offerings
    • TaskImplement targeted pricing strategies to encourage customers to upgrade their purchases
    • Key ResultLaunch two new AI consulting service packages to attract new customers
    • TaskDevelop and design the two new AI consulting service packages with clear pricing and deliverables
    • TaskConduct market research to identify niches and determine their specific AI consulting needs
    • TaskCreate a comprehensive marketing strategy to promote the new AI consulting service packages
    • TaskLaunch the new AI consulting service packages through various digital channels and platforms

    14. OKR to improve CX across the agency

    • ObjectiveImprove CX across the agency
    • Key ResultReduce average response time to customer inquiries by 20%
    • TaskImplement a ticketing system to track customer inquiries and responses
    • TaskRegularly analyze response data to identify bottlenecks and implement necessary improvements
    • TaskTrain customer support team on effective communication and problem-solving skills
    • TaskStreamline internal processes to minimize handoffs and improve response efficiency
    • Key ResultImplement a new training program to enhance employee communication skills
    • TaskProvide ongoing support and resources such as online courses or mentors to reinforce and enhance communication skills
    • TaskDevelop customized training modules targeting identified areas of weakness in communication skills
    • TaskIdentify areas of weakness in employee communication skills through assessments and evaluations
    • TaskSchedule and facilitate interactive workshops and role-playing exercises to practice effective communication techniques
    • Key ResultAchieve a Net Promoter Score of 9 or above from client feedback
    • TaskAnalyze client feedback to identify areas for improvement and determine specific action plans
    • TaskEstablish a customer loyalty program to incentivize and reward clients for their continued support
    • TaskImplement regular NPS surveys to gather client feedback on a continuous basis
    • TaskEnhance customer service training program to improve communication and relationship-building skills
    • Key ResultIncrease customer satisfaction ratings by 10% through regular feedback surveys
    • TaskRegularly send out the feedback survey to all customers after their interactions
    • TaskCreate a short and simple online feedback survey with targeted questions
    • TaskUse the insights gained from feedback surveys to make necessary improvements and adjustments
    • TaskImplement a system to analyze and track customer feedback data efficiently

    15. OKR to enhance customer service experience for VIP clients

    • ObjectiveEnhance customer service experience for VIP clients
    • Key ResultRaise resolution rate of VIP customer concerns on first contact to 85%
    • TaskStreamline response protocol for VIP inquiries
    • TaskImplement VIP-specific customer service training
    • TaskImprove tracking system for initial VIP complaints
    • Key ResultAchieve a 95% satisfaction rate from VIP customer service surveys
    • TaskImplement personalized service for all VIP customers
    • TaskConduct frequent analysis of customer feedback
    • TaskRegularly train staff on customer satisfaction strategies
    • Key ResultReduce response time for VIP customer inquiries to 2 hours or less
    • TaskAssign dedicated staff for VIP customer issues
    • TaskPrioritize and sort VIP customer inquiries
    • TaskImplement an efficient ticketing system

    Best practices for managing your Customer Experience OKRs

    Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.

    Here are a couple of best practices extracted from our OKR implementation guide 👇

    Tip #1: Limit the number of key results

    The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.

    We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.

    Tability Insights DashboardTability's audit dashboard will highlight opportunities to improve OKRs

    Tip #2: Commit to the weekly check-ins

    Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.

    Being able to see trends for your key results will also keep yourself honest.

    Tability Insights DashboardTability's check-ins will save you hours and increase transparency

    Tip #3: No more than 2 yellow statuses in a row

    Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.

    As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.

    Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.

    Best way to track your Customer Experience OKRs

    Quarterly OKRs should have weekly updates to get all the benefits from the framework. Reviewing progress periodically has several advantages:

    • It brings the goals back to the top of the mind
    • It will highlight poorly set OKRs
    • It will surface execution risks
    • It improves transparency and accountability

    Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.

    A strategy map in TabilityTability's Strategy Map makes it easy to see all your org's OKRs

    If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.

    More Customer Experience OKR templates

    We have more templates to help you draft your team goals and OKRs.

    OKRs resources

    Here are a list of resources to help you adopt the Objectives and Key Results framework.

    Create more examples in our app

    You can use Tability to create OKRs with AI – and keep yourself accountable 👀

    Tability is a unique goal-tracking platform built to save hours at work and help teams stay on top of their goals.

    Signup1 Create your workspace
    Signup2 Build plans in seconds with AI
    Signup3Track your progress
    Quick nav