KPIs
Customer Support
First Response Time
First Contact Resolution
Average Resolution Time
Abandoned Call Rate
Customer Satisfaction Score
Customer Success
Customer health score
Expansion Revenue
Customer Retention Rate
Customer Referral Rate
Number of Customers Successfully Onboarded
OKRs
Customer Support
O: Grow the team to improve support specialist work-life balance
KR: Hire X support specialists
KR: Reduce tickets per specialist from X to Y per month
O: Empower our support team to be more self-sufficient
KR: Reduce ticket response time by X%
KR: Reduce ticket escalation by X%
O: Empower customers to help themselves by building the best help resources
KR: Reduce # support tickets by X%
KR: Increase support center traffic to X unique visitors
Customer Success
O: Transform our customer base from surviving to thriving
KR: Increase health score from X to Y
O: Reimagine the onboarding experience to drive early product engagement
KR: Increase web sessions from X to Y in month 1
KR: Increase onboarding completion rate to X%
O: Our clients love us so much they bring their friends
KR: Increase in referrals by X%
O: Gain better understanding of our customers' needs and challenges
KR: Identify top X client problems
O: Our customers leave raving reviews about our service in Trustpilot
KR: Receive X 4 or 5 star reviews about our service
O: Transition from a reactive to proactive customer strategy
KR: Reduce customer at churn risk by X%
KR: Reduce complaints by X%
O: Make our users confident in investing
KR: Increase in average transaction value per user to X
KR: Increase in average number of transactions per user to X
Or Browse sample goals via the folder icon when creating Objectives, Key Results, or KPIs:
