How do we measure whether we're providing a great customer experience? Net Promoter Score and Repurchase Rate would be two good choices. Are our customers so satisfied with dealing with us that they would recommend us and buy again? But measuring NPS and repeat purchases alone might send the wrong message. It might encourage us to keep our customers happy at all costs. So, we can include a countermeasure, such as Customer Acquisition Cost. We want to keep our customers happy while keeping costs under control.
So we set the following OKRs to achieve the goal of “creating a great customer experience”:
Key Results:
Increase Net Promoter Score from X to Y.
Increase the repurchase rate from X to Y.
Maintain customer acquisition cost at Y.
Example 2
Now consider a team that wants to increase engagement ivory coast mobile database with a digital service:
Target:
Delight our customers
Key Results:
Reduce revenue leakage cancellations from X% to Y%.
Increase Net Promoter Score from X to Y.
Increase average weekly visits per active user from X to Y.
Increase non-paid organic traffic from X to Y.
Increase engagement from X to Y users who complete their full profile.
OKRs are a framework for defining and tracking business objectives and their outcomes. Objectives are what the organization wants to achieve, and Key Results are metrics with starting and target values that measure progress toward the objective. Key Results should describe how you will achieve the objective and measure whether you are on track, behind, or at risk of missing the objective.