KPIs
Customer Support
Use a sample metric to create a KPI such as Customer Satisfaction Score ≥ 9:
First Response Time
First Contact Resolution
Average Resolution Time
Abandoned Call Rate
Customer Satisfaction Score
Customer Success
Use a sample metric to create a KPI such as Customer health score ≥ 40:
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:
