‍Writing down and tracking goals is one of the most simplest ways to improve performance (1), and when it comes to customer success goals, we think templates are the best way to get started. Sample goals give you clear guidelines to follow, so you can avoid some of the most common pitfalls. Today, we're sharing 5 sample OKRs (objectives and key results) for team members working in customer success, covering areas like customer satisfaction and retention.

Free Download: Goal Template: 5 Sample OKRs for Customer Success Teams

If you're a Frankli user, you can access our templates directly in the product. If not, you'll find them below. Or you can download our free template to access them in spreadsheet format.

Goal Template: 5 Sample OKRs for Customer Success Teams

Objective: Research and improve customer satisfaction

Key Results:

Exceed Net Promoter Score (NPS) of over 8.0

Get 1000 survey responses to annual satisfaction survey

Conduct 50 phone interviews with top customers

Conduct 15 phone interviews with recently churned customers

Present an action plan of 10 improvements for next quarter

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Objective: Improve satisfaction with support team's work

Key Results:

Decrease number of complaints and negative feedback per quarter from 15 to 5

Increase positive feedback items and praise from 5 to 15 per quarter

Increase end-user satisfaction rating from 4.0 to 4.5

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Objective: Meet the customer retention targets

Key Results:

Logo churn below 2%

Net MRR Churn below -3%

Increase NPS by 5 points

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Objective: Grow a vibrant online customer community

Key Results:

Average posts interactions (likes + comments) > 400

Increase the total number of members by 40%

At least one post every 3 days

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Objective: Decrease the churn % for customers post onboarding phase

Key Results:

Identify 2 customer behaviors that precede a customer churn event

Decrease the churn with 4%

Improve customer re-engagement campaigns so customers get back on track faster

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Sources:

‍1. Edwin A and Locke, Gary P. Latham, New Developments in Goal Setting and Task Performance.