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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 repair services with expertise in the specific problem area, e.g., software glitches, hardware malfunctions, etc.
- Minimize the time it takes to compare service rates and reviews of potential repair services, e.g., customer satisfaction scores, cost-effectiveness, etc.
- Minimize the time it takes to verify the availability of the repair service for urgent issues, e.g., same-day service, next-day appointments, etc.
- Minimize the time it takes to assess the credibility and certifications of the repair service, e.g., industry accreditations, licensed professionals, etc.
- Minimize the time it takes to determine the geographical coverage of the repair service, e.g., local, regional, national, etc.
- Minimize the time it takes to understand the warranty or guarantee terms offered by the repair service, e.g., parts and labor warranty, satisfaction guarantee, etc.
- Minimize the time it takes to identify repair services that offer remote or on-site diagnostics, e.g., virtual troubleshooting, in-home assessments, etc.
- Minimize the time it takes to evaluate the repair service's experience with similar problems or devices, e.g., specific software issues, particular hardware models, etc.
- Minimize the time it takes to determine the expected turnaround time for the repair, e.g., same-day repair, within 48 hours, etc.
- Minimize the time it takes to assess the communication and customer service quality of the repair service, e.g., responsiveness, updates during repair, etc.
- Minimize the time it takes to identify any additional services offered by the repair service, e.g., data recovery, software updates, etc.
- Minimize the time it takes to determine if the repair service provides a loaner or rental during the repair period, e.g., temporary replacement devices, etc.
- Minimize the time it takes to verify the repair service's policies on data privacy and security, e.g., data handling procedures, confidentiality agreements, etc.
- Minimize the time it takes to assess the environmental sustainability practices of the repair service, e.g., recycling of parts, eco-friendly operations, etc.
- Minimize the time it takes to determine the payment options accepted by the repair service, e.g., credit cards, installment plans, etc.
- Minimize the time it takes to identify repair services that offer post-repair support, e.g., follow-up checks, technical support, etc.
- Minimize the time it takes to evaluate the ease of booking an appointment with the repair service, e.g., online scheduling, phone booking, etc.
- Minimize the time it takes to determine the flexibility of the repair service in terms of scheduling, e.g., weekend availability, evening hours, etc.
- Minimize the likelihood of choosing a repair service that fails to meet the specific repair needs, e.g., lack of expertise, inadequate tools, etc.
- Minimize the likelihood of encountering hidden fees or charges from the repair service, e.g., diagnostic fees, travel expenses, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify repair services with expertise in the specific problem area, e.g., software glitches, hardware malfunctions, etc.
- Compare service rates and reviews of potential repair services, e.g., customer satisfaction scores, cost-effectiveness, etc.
- Verify the availability of the repair service for urgent issues, e.g., same-day service, next-day appointments, etc.
- Assess the credibility and certifications of the repair service, e.g., industry accreditations, licensed professionals, etc.
- Determine the geographical coverage of the repair service, e.g., local, regional, national, etc.
- Understand the warranty or guarantee terms offered by the repair service, e.g., parts and labor warranty, satisfaction guarantee, etc.
- Identify repair services that offer remote or on-site diagnostics, e.g., virtual troubleshooting, in-home assessments, etc.
- Evaluate the repair service's experience with similar problems or devices, e.g., specific software issues, particular hardware models, etc.
- Determine the expected turnaround time for the repair, e.g., same-day repair, within 48 hours, etc.
- Assess the communication and customer service quality of the repair service, e.g., responsiveness, updates during repair, etc.
- Identify any additional services offered by the repair service, e.g., data recovery, software updates, etc.
- Determine if the repair service provides a loaner or rental during the repair period, e.g., temporary replacement devices, etc.
- Verify the repair service's policies on data privacy and security, e.g., data handling procedures, confidentiality agreements, etc.
- Assess the environmental sustainability practices of the repair service, e.g., recycling of parts, eco-friendly operations, etc.
- Determine the payment options accepted by the repair service, e.g., credit cards, installment plans, etc.
- Identify repair services that offer post-repair support, e.g., follow-up checks, technical support, etc.
- Evaluate the ease of booking an appointment with the repair service, e.g., online scheduling, phone booking, etc.
- Determine the flexibility of the repair service in terms of scheduling, e.g., weekend availability, evening hours, etc.
- Avoid choosing a repair service that fails to meet the specific repair needs, e.g., lack of expertise, inadequate tools, etc.
- Avoid encountering hidden fees or charges from the repair service, e.g., diagnostic fees, travel expenses, 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]