15 customisable OKR examples for Customer Satisfaction

What are Customer Satisfaction 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 Satisfaction 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 Satisfaction 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 Satisfaction OKRs examples

You will find in the next section many different Customer Satisfaction 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!

1OKRs to boost customer loyalty and satisfaction in finance department

  • ObjectiveBoost customer loyalty and satisfaction in finance department
  • Key ResultImprove retention of high-value customers by 10%
  • TaskDevelop loyalty programs offering exclusive benefits to high-value customers
  • TaskProvide regular personalized communication and top-tier customer service
  • TaskImplement feedback sessions to understand and address their specific needs
  • Key ResultIncrease our customer satisfaction survey results by 20%
  • TaskEnhance customer service training for better client interaction
  • TaskIntroduce loyalty programs or customer rewards
  • TaskImplement customer feedback for improved product/service quality
  • Key ResultDecrease customer complaint cases by 15%
  • TaskImplement improved product/service quality checks
  • TaskIntroduce more effective communication systems for customers
  • TaskDevelop customer complaint response training for staff

2OKRs to enhance customer satisfaction for our SaaS product

  • ObjectiveEnhance customer satisfaction for our SaaS product
  • Key ResultIncrease customer retention rate by 10%
  • TaskImprove customer service response times
  • TaskSet up loyalty incentives program with potential rewards
  • TaskRegularly request feedback and implement suggestions
  • Key ResultDecrease customer support ticket response time by 25%
  • TaskSchedule overlapping shifts for continuous coverage
  • TaskImplement efficient customer support software
  • TaskTrain support staff on quick issue resolution
  • Key ResultImprove customer satisfaction score by 15%
  • TaskImplement comprehensive customer service training for all staff
  • TaskInitiate customer surveys to understand their needs and expectations better
  • TaskDevelop effective loyalty programs to encourage repeat business

3OKRs to enhance the service quality for customer satisfaction

  • ObjectiveEnhance the service quality for customer satisfaction
  • Key ResultAchieve 98% on-time service delivery rate
  • TaskImplement efficient route planning and schedule system for deliveries
  • TaskUpgrade tracking and reporting mechanisms for more accuracy
  • TaskImprove staff training on time management and customer service
  • Key ResultIncrease service usage by 20%
  • TaskOffer promotions or discounts encouraging more frequent usage
  • TaskEnhance service features to improve customer satisfaction and retention
  • TaskImplement targeted marketing campaigns to reach more potential customers
  • Key ResultReduce customer complaints by 30%
  • TaskRegularly train staff in customer satisfaction strategies
  • TaskImplement and strictly follow customer service quality standards
  • TaskInspect complaint feedback and make required improvements

4OKRs to enhance region-wide cooperation to exceed customer satisfaction

  • ObjectiveEnhance region-wide cooperation to exceed customer satisfaction
  • Key ResultSuccessfully implement three new collaborative tools for superior customer service
  • TaskMonitor and evaluate the effectiveness of the new tools
  • TaskTrain customer service team on using the new tools
  • TaskIdentify appropriate new collaborative tools for customer service use
  • Key ResultIncrease customer satisfaction score by 15% through improved collaborative processes
  • TaskImplement team training on efficient collaborative processes
  • TaskEvaluate and revise collaboration-oriented workflows
  • TaskIntroduce customer feedback systems for process improvement
  • Key ResultReduce customer complaints by 10% by enhancing collaborative efforts
  • TaskImplement weekly communication training for the customer service team
  • TaskIntroduce collaborative problem-solving sessions in weekly meetings
  • TaskEstablish a feedback loop with customers for continuous improvement

5OKRs to boost NTS and CSAT scores for enhanced customer satisfaction

  • ObjectiveBoost NTS and CSAT scores for enhanced customer satisfaction
  • Key ResultImprove response time to customer inquiries by 25%
  • TaskTrain staff to use time-efficient troubleshooting strategies
  • TaskImplement a streamlined customer service protocol
  • TaskIntroduce automated response systems for common inquiries
  • Key ResultEliminate 60% of negative feedback through improved product & service quality
  • TaskRegularly update service protocols based on customer feedback
  • TaskEnhance customer service training programs
  • TaskImplement rigorous product testing before market launch
  • Key ResultImplement a new training program to increase agent knowledge by 40%
  • TaskCreate an assessment system to monitor progress
  • TaskDesign a comprehensive, interactive training program
  • TaskArrange for periodic training sessions for updates

6OKRs to improve overall customer satisfaction

  • ObjectiveImprove overall customer satisfaction
  • Key ResultIncrease positive feedback response rate by 20%
  • TaskSend follow-up reminders to non-respondents
  • TaskOffer incentives for completing feedback surveys
  • TaskDevelop a short, engaging feedback form for customers
  • Key ResultImplement response strategy for all negative reviews within 48 hours
  • TaskDelegate review responses to team members
  • TaskDesign a standard reply for all negative reviews
  • TaskMonitor reviews and response times daily
  • Key ResultDecrease negative reviews by 15%
  • TaskInitiate a customer feedback follow-up system to resolve issues promptly
  • TaskImprove customer service training for better customer interactions
  • TaskImplement strict quality control measures for products

7OKRs to enhance overall customer satisfaction

  • ObjectiveEnhance overall customer satisfaction
  • Key ResultIncrease the rate of resolved customer issues within 24 hours by 30%
  • TaskImplement comprehensive customer service training programs
  • TaskHire additional customer support staff
  • TaskIncorporate effective ticketing system software
  • Key ResultDecrease customer complaint rates by 15%
  • TaskDevelop more effective complaint resolution processes
  • TaskImplement thorough training for customer service representatives
  • TaskIncrease quality control measures for products/services
  • Key ResultIncrease customer satisfaction survey scores by 25%
  • TaskEnhance product or service quality
  • TaskImprove customer service training for staff
  • TaskImplement follow-up strategies post customer interactions

8OKRs to enhance customer experience satisfaction

  • ObjectiveEnhance customer experience satisfaction
  • Key ResultIncrease overall customer satisfaction rating by 10%
  • TaskPromptly address and resolve customer complaints
  • TaskImplement customer feedback surveys after purchases
  • TaskOrganize regular staff customer service training
  • Key ResultAchieve 20% repeat business from existing customers
  • TaskImplement personalized email marketing campaigns targeting existing customers
  • TaskDevelop a loyalty program for incentivizing repeat purchases
  • TaskProvide excellent customer service to encourage return visits
  • Key ResultReduce customer complaint frequency by 15%
  • TaskImplement comprehensive staff training for customer service improvement
  • TaskEnhance customer feedback collection mechanisms
  • TaskDevelop efficient quality control measures

9OKRs 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

10OKRs to improve financial strategies for customer satisfaction and loyalty

  • ObjectiveImprove financial strategies for customer satisfaction and loyalty
  • Key ResultImprove customer service problem resolution efficiency by 20% through financial investment
  • TaskInvest in relevant, high-quality training for customer service staff
  • TaskImplement advanced customer service software systems
  • TaskAllocate budget for hiring additional customer service staff
  • Key ResultDevelop 3 new customer loyalty incentives reducing churn by 15%
  • TaskDesign three new loyalty incentives addressing customers' needs and desires
  • TaskIdentify top reasons for customer churn through surveys and data analysis
  • TaskImplement, track, and adjust incentives based on customer feedback and results
  • Key ResultIncrease customer satisfaction ratings by 10% through finance-related improvements
  • TaskOffer financial advice to customers
  • TaskResolve complaints regarding billing timely
  • TaskImplement quicker, user-friendly payment methods

11OKRs to minimize customer churn for Customer Service Team

  • ObjectiveMinimize customer churn for Customer Service Team
  • Key ResultElevate product usage frequency by 15% among current customers
  • TaskLaunch a customer engagement campaign promoting frequent usage
  • TaskImprove product features based on customer feedback
  • TaskOffer incentives for increased product utilization
  • Key ResultAchieve a 20% reduction in monthly customer churn rate
  • TaskOffer loyalty incentives to encourage long-term commitment
  • TaskInitiate feedback surveys to address customer concerns
  • TaskImplement customer service training to improve customer relations
  • Key ResultIncrease customer satisfaction ratings by 30%
  • TaskDevelop a responsive system for handling customer complaints
  • TaskProvide extensive training to improve customer service skills
  • TaskImplement customer feedback surveys after product/service usage

12OKRs to enhance spendability for improved customer satisfaction

  • ObjectiveEnhance spendability for improved customer satisfaction
  • Key ResultImplement 2 new customer-focused promotional campaigns
  • TaskExecute and monitor the promotional campaigns
  • TaskIdentify potential customer needs and interests for promotional campaigns
  • TaskDevelop strategies and materials for two new campaigns
  • Key ResultIncrease monthly budget allocation to customers by 20%
  • TaskImplement the new increased budget into the financial plan
  • TaskDetermine a 20% increase of these individual amounts
  • TaskCalculate the current budget allocation for each customer
  • Key ResultImprove customer service training to decrease complaints by 30%
  • TaskImplement comprehensive customer service training program
  • TaskAddress complaint areas during team coaching sessions
  • TaskMonitor and assess staff's interaction with customers

13OKRs to improve overall customer satisfaction in sales operations

  • ObjectiveImprove overall customer satisfaction in sales operations
  • Key ResultAchieve a 95% first contact resolution rate
  • TaskImplement comprehensive training programs for customer service reps
  • TaskUse analytics to track and improve contact resolution rates
  • TaskRegularly review and update support scripts guidelines
  • Key ResultIncrease customer satisfaction scores by 20%
  • TaskRegularly collect and utilize customer feedback
  • TaskDevelop a more responsive complaint resolution process
  • TaskImplement more comprehensive customer service training
  • Key ResultReduce customer complaints by 15%
  • TaskEnhance after-sales service and support
  • TaskRegularly review and improve product quality
  • TaskImplement rigorous staff training on customer interaction

14OKRs to enhance overall customer satisfaction in car rentals

  • ObjectiveEnhance overall customer satisfaction in car rentals
  • Key ResultDecrease average customer complaint resolution time by 50%
  • TaskIncorporate feedback for continuous process improvement
  • TaskImplement a streamlined customer complaint process
  • TaskTrain staff in efficient problem-solving techniques
  • Key ResultAchieve a Net Promoter Score (NPS) of 80 or above
  • TaskImplement regular customer satisfaction surveys to measure NPS
  • TaskOffer exemplary customer service to improve satisfaction rates
  • TaskAnalyze feedback and address common customer complaints promptly
  • Key ResultIncrease the total number of positive customer reviews by 30%
  • TaskOffer incentives for leaving positive reviews
  • TaskImplement a customer feedback and review request campaign
  • TaskImprove customer service and post-sales support

15OKRs to improve Advisory NPS through baseline measurement and analysis

  • ObjectiveImprove Advisory NPS through baseline measurement and analysis
  • Key ResultDevelop and implement targeted improvement strategies based on Advisory NPS insights
  • TaskImplement the planned improvement strategies systematically
  • TaskAnalyze Advisory NPS feedback to identify areas for improvement
  • TaskDevelop strategies to address identified weaknesses
  • Key ResultConduct customer satisfaction survey to gather Advisory NPS data
  • TaskDevelop a comprehensive customer satisfaction survey
  • TaskSend survey to existing advisory customers
  • TaskAnalyze survey results for NPS data
  • Key ResultAnalyze and compare Advisory NPS scores across different customer segments
  • TaskAnalyze Advisory NPS scores for each segment
  • TaskCategorize customers into different segments
  • TaskCompare NPS scores across all segments

Customer Satisfaction OKR best practices to boost success

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 weekly OKR 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.

How to turn your Customer Satisfaction OKRs in a strategy map

The rules of OKRs are simple. Quarterly OKRs should be tracked weekly, and yearly OKRs should be tracked monthly. 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 Satisfaction 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 👀

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