Average turn around time for normal complaints less than 24 hours
As it is difficult to quantify customer delight, the objective can be rephrased as, “Improve customer support experience by Q3 FY 2017-18”.
Objective 2: Improve performance of support team
2 training sessions conducted per quarter to optimize performance
95% team maintaining personal score of more than 8/10
Objective 3: Use superior technology and tools
80% faster processing of data by utilizing state-of-the-art technology and tools
3X quicker analysis of reports
Provide 24*7 online support to customers
The objective does not provide a clear picture as to what superior technology is talked about and how will it make difference to the company. In the case of customer support, should be written as, “Improve technological infrastructure for increased productivity by Q3 FY 2017-18”
Individual Level OKRs
Objective 1: Reduce grievances rate by 30% by Q3 2017-18
Provide 10 successful resolutions in one day
Address and catogorize 60 online queries in one day
Document 20 most common complaints
The first 2 KRs are correct but the 3rd one needs to be more detailed else it is just noting down one task. It can be modified to, “Document 20 most common complaints per day and rectify them to prevent re-occurence”
Objective 2: Assess customer satisfaction rate by Q3 FY 2017-18
4 surveys conducted per quarter where customer satisfaction index has grown from 6 to 8.4
Phone interviews conducted for 15 customers per week of which 70% are happy with the product
Get 1 referral for every 3 customers
Primarily the objective here needs to be modified. “Assess customer satisfaction rate” cannot be an objective – it should be at least about improving (even if we are not tracking number for improvement) assessment is just a task, cannot be an objective.
The first KR is perfectly suitable for the objective whereas the 2nd KR and 3rd need to be changed. Phone interviews conducted for 15 customers per week of which 70% are happy with the product – this cannot be a KR since you cannot predict or force happiness. It can just be ‘documenting results of phone interviews conducted for 15 customers/week’.
Pro Tip: The outcome of the first 2 should be relayed to the Sales team to capitalize on the positive equation. It can then become one of their sales target KR.
P.S. All numbers and estimates are dummy figures
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