/w=256,quality=90,fit=scale-down)
Success Metrics
There are two formatting options available. The traditional desired outcome statement is a structure used in the Outcome-Driven Innovation methodology. Since many stakeholders - especially when involved with marketing or UX teams - push back on the awkward nature of desired outcomes statements since people don’t talk like that, the alternative is a natural language structure that gets to the heart of the outcome and tries to avoid tasks and activities where feasible.
This catalog contains 20 potential metrics using each formatting option. You will likely need to reduce this set for a survey. The number of statements that have been generated is arbitrary and can be expanded to accommodate your needs.
Desired Outcome Statements (ODI)
How important is it that you… and How satisfied are you with your ability to…
- Minimize the time it takes to prepare the customized solution or product for delivery, e.g., packaging, labeling, etc.
- Minimize the likelihood of damaging the customized solution or product during preparation for delivery, e.g., improper handling, inadequate packaging, etc.
- Minimize the time it takes to schedule the delivery of the customized solution or product, e.g., coordinating with logistics, setting delivery date, etc.
- Minimize the likelihood of delays in the delivery of the customized solution or product, e.g., due to logistics issues, unforeseen circumstances, etc.
- Minimize the time it takes to inform the client about the delivery details, e.g., delivery date, tracking number, etc.
- Minimize the likelihood of miscommunication or misunderstanding about the delivery details with the client, e.g., incorrect delivery date, wrong address, etc.
- Minimize the time it takes to track the delivery status of the customized solution or product, e.g., using tracking systems, liaising with logistics, etc.
- Minimize the likelihood of losing the customized solution or product during delivery, e.g., due to logistics mishaps, theft, etc.
- Minimize the time it takes to resolve any delivery issues or concerns, e.g., delayed delivery, damaged product, etc.
- Minimize the likelihood of delivering the wrong customized solution or product to the client, e.g., mix-up in orders, incorrect labeling, etc.
- Minimize the time it takes to confirm the successful delivery of the customized solution or product with the client, e.g., through email, phone call, etc.
- Minimize the likelihood of client dissatisfaction with the delivery process, e.g., late delivery, poor handling, etc.
- Minimize the time it takes to process any returns or exchanges if the client is not satisfied with the delivered product, e.g., initiating return process, arranging for pickup, etc.
- Minimize the likelihood of incurring additional costs due to delivery issues, e.g., return shipping costs, replacement costs, etc.
- Minimize the time it takes to update the delivery status in the system or database, e.g., marking as delivered, updating tracking details, etc.
- Minimize the likelihood of errors in the delivery status update, e.g., marking as delivered when not yet delivered, incorrect tracking details, etc.
- Minimize the time it takes to provide post-delivery support to the client, e.g., installation instructions, usage guidelines, etc.
- Minimize the likelihood of client complaints or issues after the delivery of the customized solution or product, e.g., difficulty in installation, product not working as expected, etc.
- Minimize the time it takes to gather feedback from the client about the delivery process, e.g., through surveys, phone calls, etc.
- Minimize the likelihood of negative impact on the company's reputation due to delivery issues, e.g., bad reviews, negative word-of-mouth, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Prepare the customized solution or product for delivery, e.g., packaging, labeling, etc.
- Avoid damaging the customized solution or product during preparation for delivery, e.g., improper handling, inadequate packaging, etc.
- Schedule the delivery of the customized solution or product, e.g., coordinating with logistics, setting delivery date, etc.
- Avoid delays in the delivery of the customized solution or product, e.g., due to logistics issues, unforeseen circumstances, etc.
- Inform the client about the delivery details, e.g., delivery date, tracking number, etc.
- Avoid miscommunication or misunderstanding about the delivery details with the client, e.g., incorrect delivery date, wrong address, etc.
- Track the delivery status of the customized solution or product, e.g., using tracking systems, liaising with logistics, etc.
- Avoid losing the customized solution or product during delivery, e.g., due to logistics mishaps, theft, etc.
- Resolve any delivery issues or concerns, e.g., delayed delivery, damaged product, etc.
- Avoid delivering the wrong customized solution or product to the client, e.g., mix-up in orders, incorrect labeling, etc.
- Confirm the successful delivery of the customized solution or product with the client, e.g., through email, phone call, etc.
- Avoid client dissatisfaction with the delivery process, e.g., late delivery, poor handling, etc.
- Process any returns or exchanges if the client is not satisfied with the delivered product, e.g., initiating return process, arranging for pickup, etc.
- Avoid incurring additional costs due to delivery issues, e.g., return shipping costs, replacement costs, etc.
- Update the delivery status in the system or database, e.g., marking as delivered, updating tracking details, etc.
- Avoid errors in the delivery status update, e.g., marking as delivered when not yet delivered, incorrect tracking details, etc.
- Provide post-delivery support to the client, e.g., installation instructions, usage guidelines, etc.
- Avoid client complaints or issues after the delivery of the customized solution or product, e.g., difficulty in installation, product not working as expected, etc.
- Gather feedback from the client about the delivery process, e.g., through surveys, phone calls, etc.
- Avoid negative impact on the company's reputation due to delivery issues, e.g., bad reviews, negative word-of-mouth, etc.
Test Fit Structure
Apply this to Customer Success Statements only. Everything should fit together nicely. Here’s an article where I introduced the concept. Feel free to devise your own version for Desired Outcome Statements as this does not apply to their format directly.
As a(n) [end user] + who is + [Job] you're trying to [success statement] + "faster and more accurately" so that you can successfully [Job Step]