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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 identify the most suitable repair service package, e.g., warranty coverage, turnaround time, cost, etc.
- Minimize the time it takes to compare different repair service options, e.g., standard vs premium packages, etc.
- Minimize the time it takes to evaluate the credibility of the repair service provider, e.g., customer reviews, certifications, etc.
- Minimize the time it takes to understand the terms and conditions of the service package, e.g., what is included and excluded, etc.
- Minimize the time it takes to assess the compatibility of the service package with the product's needs, e.g., specific repair requirements, parts needed, etc.
- Minimize the time it takes to determine the total cost of the repair service, e.g., service fees, parts costs, shipping fees, etc.
- Minimize the time it takes to verify the availability of the selected repair service, e.g., booking slots, parts availability, etc.
- Minimize the time it takes to confirm the estimated repair time, e.g., diagnostic time, repair duration, etc.
- Minimize the time it takes to understand the warranty or guarantee offered with the repair, e.g., duration, coverage details, etc.
- Minimize the time it takes to identify any additional benefits of the service package, e.g., free shipping, expedited service, etc.
- Minimize the time it takes to clarify the process for shipping the product for repair, e.g., packaging requirements, courier options, etc.
- Minimize the time it takes to understand the process for receiving the repaired product, e.g., delivery options, tracking, etc.
- Minimize the time it takes to assess the environmental impact of the repair service, e.g., recycling policies, energy efficiency, etc.
- Minimize the time it takes to determine the payment options available, e.g., credit card, PayPal, installment plans, etc.
- Minimize the time it takes to evaluate the customer support provided by the service, e.g., response time, communication channels, etc.
- Minimize the time it takes to identify any potential discounts or promotions, e.g., first-time customer, seasonal offers, etc.
- Minimize the time it takes to verify the security measures for online transactions, e.g., encryption, data protection policies, etc.
- Minimize the time it takes to understand the process for providing feedback or filing complaints, e.g., online forms, customer service hotline, etc.
- Minimize the time it takes to assess the flexibility of the service package, e.g., cancellation policy, rescheduling options, etc.
- Minimize the time it takes to determine the reliability of the repair service, e.g., success rate, failure rate, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify the most suitable repair service package, e.g., warranty coverage, turnaround time, cost, etc.
- Compare different repair service options, e.g., standard vs premium packages, etc.
- Evaluate the credibility of the repair service provider, e.g., customer reviews, certifications, etc.
- Understand the terms and conditions of the service package, e.g., what is included and excluded, etc.
- Assess the compatibility of the service package with the product's needs, e.g., specific repair requirements, parts needed, etc.
- Determine the total cost of the repair service, e.g., service fees, parts costs, shipping fees, etc.
- Verify the availability of the selected repair service, e.g., booking slots, parts availability, etc.
- Confirm the estimated repair time, e.g., diagnostic time, repair duration, etc.
- Understand the warranty or guarantee offered with the repair, e.g., duration, coverage details, etc.
- Identify any additional benefits of the service package, e.g., free shipping, expedited service, etc.
- Clarify the process for shipping the product for repair, e.g., packaging requirements, courier options, etc.
- Understand the process for receiving the repaired product, e.g., delivery options, tracking, etc.
- Assess the environmental impact of the repair service, e.g., recycling policies, energy efficiency, etc.
- Determine the payment options available, e.g., credit card, PayPal, installment plans, etc.
- Evaluate the customer support provided by the service, e.g., response time, communication channels, etc.
- Identify any potential discounts or promotions, e.g., first-time customer, seasonal offers, etc.
- Verify the security measures for online transactions, e.g., encryption, data protection policies, etc.
- Understand the process for providing feedback or filing complaints, e.g., online forms, customer service hotline, etc.
- Assess the flexibility of the service package, e.g., cancellation policy, rescheduling options, etc.
- Determine the reliability of the repair service, e.g., success rate, failure rate, 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]