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Success Metrics
There are two formatting options available. The tradition 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 utilitarian 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 compile a list of potential vendors for the solution, e.g., industry leaders, niche providers, etc.
- Minimize the time it takes to assess the credibility and reputation of each vendor, e.g., customer reviews, industry awards, etc.
- Minimize the time it takes to understand the range of products and services offered by each vendor, e.g., full solutions, add-on features, etc.
- Minimize the time it takes to evaluate the cost structures and pricing models of different vendors, e.g., subscription fees, one-time payments, etc.
- Minimize the time it takes to compare the level of customer support and service provided by vendors, e.g., response times, support channels, etc.
- Minimize the time it takes to assess the vendor's ability to meet specific needs and requirements, e.g., customization options, scalability, etc.
- Minimize the time it takes to evaluate the vendor's track record for reliability and consistency, e.g., uptime statistics, service level agreements, etc.
- Minimize the time it takes to understand the terms and conditions of vendor agreements, e.g., contract length, termination clauses, etc.
- Minimize the time it takes to assess the vendor's compliance with industry standards and regulations, e.g., data security, privacy laws, etc.
- Minimize the time it takes to evaluate the vendor's technological capabilities and innovation potential, e.g., R&D investment, patent holdings, etc.
- Minimize the time it takes to compare the vendor's solution integration capabilities with existing systems, e.g., compatibility, interoperability, etc.
- Minimize the time it takes to assess the vendor's commitment to sustainability and ethical practices, e.g., environmental impact, labor policies, etc.
- Minimize the time it takes to evaluate the flexibility of the vendor's solutions to adapt to future changes, e.g., modularity, upgrade paths, etc.
- Minimize the time it takes to understand the geographic reach and logistical capabilities of the vendor, e.g., global delivery, regional support, etc.
- Minimize the time it takes to assess the potential for long-term partnerships with the vendor, e.g., joint ventures, strategic alliances, etc.
- Minimize the likelihood of overlooking key vendor capabilities or limitations, e.g., missing technical features, service gaps, etc.
- Minimize the likelihood of misjudging the vendor's financial stability and longevity, e.g., revenue trends, market position, etc.
- Minimize the likelihood of neglecting potential conflicts of interest with the vendor, e.g., competitive relationships, existing partnerships, etc.
- Minimize the likelihood of underestimating the importance of vendor after-sales service and support, e.g., maintenance, updates, troubleshooting, etc.
- Minimize the likelihood of basing vendor selection on incomplete or superficial information, e.g., marketing materials, sales pitches, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Compile a list of potential vendors for the solution, e.g., industry leaders, niche providers, etc.
- Assess the credibility and reputation of each vendor, e.g., customer reviews, industry awards, etc.
- Understand the range of products and services offered by each vendor, e.g., full solutions, add-on features, etc.
- Evaluate the cost structures and pricing models of different vendors, e.g., subscription fees, one-time payments, etc.
- Compare the level of customer support and service provided by vendors, e.g., response times, support channels, etc.
- Assess the vendor's ability to meet specific needs and requirements, e.g., customization options, scalability, etc.
- Evaluate the vendor's track record for reliability and consistency, e.g., uptime statistics, service level agreements, etc.
- Understand the terms and conditions of vendor agreements, e.g., contract length, termination clauses, etc.
- Assess the vendor's compliance with industry standards and regulations, e.g., data security, privacy laws, etc.
- Evaluate the vendor's technological capabilities and innovation potential, e.g., R&D investment, patent holdings, etc.
- Compare the vendor's solution integration capabilities with existing systems, e.g., compatibility, interoperability, etc.
- Assess the vendor's commitment to sustainability and ethical practices, e.g., environmental impact, labor policies, etc.
- Evaluate the flexibility of the vendor's solutions to adapt to future changes, e.g., modularity, upgrade paths, etc.
- Understand the geographic reach and logistical capabilities of the vendor, e.g., global delivery, regional support, etc.
- Assess the potential for long-term partnerships with the vendor, e.g., joint ventures, strategic alliances, etc.
- Avoid overlooking key vendor capabilities or limitations, e.g., missing technical features, service gaps, etc.
- Avoid misjudging the vendor's financial stability and longevity, e.g., revenue trends, market position, etc.
- Avoid neglecting potential conflicts of interest with the vendor, e.g., competitive relationships, existing partnerships, etc.
- Avoid underestimating the importance of vendor after-sales service and support, e.g., maintenance, updates, troubleshooting, etc.
- Avoid basing vendor selection on incomplete or superficial information, e.g., marketing materials, sales pitches, 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]