8 OKR examples for Quality Support

What are Quality Support 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.

How you write your OKRs can make a huge difference on the impact that your team will have at the end of the quarter. But, it's not always easy to write a quarterly plan that focuses on outcomes instead of projects.

We have curated a selection of OKR examples specifically for Quality Support 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.

Our Quality Support OKRs examples

You will find in the next section many different Quality Support 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!

OKRs to improve customer support quality

  • ObjectiveImprove customer support quality
  • Key ResultReduce average response time to customer inquiries by 20%
  • TaskRegularly review and update customer inquiry response templates to ensure accuracy and effectiveness
  • TaskStreamline the customer inquiry process by optimizing communication channels and eliminating unnecessary steps
  • TaskImplement a user-friendly chatbot to answer common customer inquiries instantly
  • TaskTrain customer service agents to improve their efficiency and speed in responding to inquiries
  • Key ResultIncrease average customer satisfaction rating to 4.8 out of 5
  • TaskImplement targeted initiatives to address the identified areas of improvement
  • TaskConduct a comprehensive survey to gather feedback from customers
  • TaskAnalyze the survey results to identify areas of improvement and prioritize action
  • TaskRegularly monitor customer satisfaction metrics and adjust initiatives accordingly
  • Key ResultImplement a comprehensive training program for support staff to enhance product knowledge
  • Key ResultIncrease the first-call resolution rate to 90%
  • TaskEnhance communication channels for timely collaboration and knowledge sharing among agents
  • TaskAnalyze customer feedback data to identify commonly recurring issues for targeted resolution strategies
  • TaskImprove documentation resources to provide agents with accurate and concise troubleshooting information
  • TaskImplement comprehensive agent training program for enhanced issue resolution skills

OKRs to achieve an 80% first contact resolution (FCR) across all inboxes

    OKRs 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

    OKRs to boost CSAT, CES, and NPS scores via chat channel

    • ObjectiveBoost CSAT, CES, and NPS scores via chat channel
    • Key ResultIncrease CSAT score by 15% through improving chat-response efficiency
    • TaskRegularly analyze chat data to identify bottlenecks
    • TaskTrain customer service reps for faster issue resolution
    • TaskImplement a chatbot for instant, accurate responses to common queries
    • Key ResultAchieve a 20% rise in NPS score by refining chat support quality
    • TaskRegularly review and update chat scripts for clarity
    • TaskImplement chat support training on customer service skills
    • TaskIntroduce a quality assurance process for chat interactions
    • Key ResultDecrease CES by 10% by enhancing chat interface usability
    • TaskSimplify chat interface design for seamless navigation
    • TaskImprove response speed within the chat interface
    • TaskProvide clear instructions and tooltips on chat features

    OKRs to successfully launch 20 e-services online

    • ObjectiveSuccessfully launch 20 e-services online
    • Key ResultSuccessfully pilot test 5 e-services leading to a bug-free launch
    • TaskFix identified issues following feedback for a bug-free launch
    • TaskGather a targeted focus group for pilot testing feedback
    • TaskDevelop beta versions of all 5 e-services for testing purposes
    • Key ResultFinalize operational plans for 10 e-services by end of month 2
    • TaskReview and update draft plans for all 10 e-services
    • TaskApprove and finalize all e-service operational plans
    • TaskAssign responsibilities for service implementation and management
    • Key ResultAchieve 90% user satisfaction rate on the first 10 e-services deployed
    • TaskProvide effective and quick customer support
    • TaskImplement frequent user feedback surveys on e-services
    • TaskImprove e-service interface design for increased usability

    OKRs to boost the rate of customer repetition

    • ObjectiveBoost the rate of customer repetition
    • Key ResultImplement a customer loyalty program leading to 15% higher engagement
    • TaskDesign and launch an intriguing loyalty program
    • TaskRegularly analyze and adjust program based on customer feedback
    • TaskIdentify potential rewards for a valued customer loyalty program
    • Key ResultDecrease customer churn rate by 10% with improved customer service experiences
    • TaskImplement a comprehensive customer feedback system
    • TaskProvide continuous team training for higher service quality
    • TaskDevelop a proactive customer service strategy
    • Key ResultIncrease repeat customer rate by 20% through enhancing client satisfaction metrics

    OKRs to deliver an excellent product with seamless usability

    • ObjectiveDeliver an excellent product with seamless usability
    • Key ResultImprove system stability to achieve 99.99% uptime
    • TaskConstruct redundancy for critical system components
    • TaskEstablish a continuous system monitoring process
    • TaskImplement regular system maintenance and updates
    • Key ResultIncrease simulated user testing success rate to over 95%
    • TaskImprove software testing tools or environment
    • TaskImplement quality assurance strategies and improvements
    • TaskDevelop comprehensive test cases centered on user behavior
    • Key ResultReduce customer-reported issues by 30% post product launch
    • TaskImplement thorough product testing before the launch
    • TaskCreate clear, comprehensive user guides and tutorials
    • TaskEnhance the post-launch customer support system

    OKRs to enhance the quality and comprehensibility of technical documentation

    • ObjectiveEnhance the quality and comprehensibility of technical documentation
    • Key ResultImprove user-satisfaction score regarding documentation clarity by 25%
    • TaskRevise and simplify technical language in existing documentation
    • TaskCollect user feedback regularly to pinpoint confusion
    • TaskInput visual aids to enhance document comprehensibility
    • Key ResultIncrease documentation completeness by 30%
    • TaskConduct comprehensive review of existing documents for gaps
    • TaskAllocate resources for completing incomplete documents
    • TaskEstablish system to maintain document updates
    • Key ResultConduct bi-weekly documentation review and update to ensure current and error-free information
    • TaskEvaluate and rectify any errors in the documentation
    • TaskUpdate outdated sections of the document
    • TaskSet a bi-weekly schedule for documentation reviews
    • Key ResultReduce customer support queries about product functionality by 20%
    • TaskConduct regular user experience testing for feedback
    • TaskLaunch an online FAQ page on product functionality
    • TaskImprove product user manual for clarity and comprehensiveness

    Best practices for managing your Quality Support 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.

    Building your own Quality Support OKRs with AI

    While we have some examples above, it's likely that you'll have specific scenarios that aren't covered here. There are 2 options available to you.

    Best way to track your Quality Support OKRs

    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 Quality Support 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.

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