/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 confirm the successful delivery of the product or solution, e.g., delivery receipt, customer confirmation, etc.
- Minimize the time it takes to ensure all equipment used in the process is returned and accounted for, e.g., transportation vehicles, moving equipment, etc.
- Minimize the time it takes to verify the condition of the product or solution upon delivery, e.g., damage inspection, functionality check, etc.
- Minimize the likelihood of miscommunication with the customer post-delivery, e.g., delivery confirmation, product usage instructions, etc.
- Minimize the time it takes to complete all necessary paperwork and documentation post-delivery, e.g., delivery reports, invoices, etc.
- Minimize the likelihood of disputes or complaints post-delivery, e.g., product condition, delivery time, etc.
- Minimize the time it takes to communicate the completion of the job to all relevant parties, e.g., team members, management, etc.
- Minimize the time it takes to process any payments or invoices related to the job, e.g., customer payments, vendor invoices, etc.
- Minimize the likelihood of unresolved issues post-delivery, e.g., product defects, delivery errors, etc.
- Minimize the time it takes to prepare for the next job, e.g., equipment maintenance, restocking supplies, etc.
- Minimize the likelihood of delays in starting the next job due to unresolved issues from the current job, e.g., equipment malfunctions, paperwork errors, etc.
- Minimize the time it takes to review and learn from the completed job, e.g., performance evaluation, feedback analysis, etc.
- Minimize the likelihood of repeating mistakes in future jobs, e.g., process inefficiencies, communication errors, etc.
- Minimize the time it takes to update all relevant systems and databases post-delivery, e.g., inventory management, customer relationship management, etc.
- Minimize the likelihood of data inaccuracies in post-delivery updates, e.g., incorrect delivery status, wrong product details, etc.
- Minimize the time it takes to resolve any customer queries or concerns post-delivery, e.g., product usage, payment issues, etc.
- Minimize the likelihood of customer dissatisfaction post-delivery, e.g., product quality, delivery service, etc.
- Minimize the time it takes to close out the job and transition to the next one, e.g., task delegation, schedule updates, etc.
- Minimize the likelihood of overlooking important details in the wrap-up process, e.g., missed documentation, unaddressed customer feedback, etc.
- Minimize the time it takes to reflect on the job and identify areas for improvement, e.g., process review, team discussion, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Confirm the successful delivery of the product or solution, e.g., delivery receipt, customer confirmation, etc.
- Ensure all equipment used in the process is returned and accounted for, e.g., transportation vehicles, moving equipment, etc.
- Verify the condition of the product or solution upon delivery, e.g., damage inspection, functionality check, etc.
- Avoid miscommunication with the customer post-delivery, e.g., delivery confirmation, product usage instructions, etc.
- Complete all necessary paperwork and documentation post-delivery, e.g., delivery reports, invoices, etc.
- Avoid disputes or complaints post-delivery, e.g., product condition, delivery time, etc.
- Communicate the completion of the job to all relevant parties, e.g., team members, management, etc.
- Process any payments or invoices related to the job, e.g., customer payments, vendor invoices, etc.
- Avoid unresolved issues post-delivery, e.g., product defects, delivery errors, etc.
- Prepare for the next job, e.g., equipment maintenance, restocking supplies, etc.
- Avoid delays in starting the next job due to unresolved issues from the current job, e.g., equipment malfunctions, paperwork errors, etc.
- Review and learn from the completed job, e.g., performance evaluation, feedback analysis, etc.
- Avoid repeating mistakes in future jobs, e.g., process inefficiencies, communication errors, etc.
- Update all relevant systems and databases post-delivery, e.g., inventory management, customer relationship management, etc.
- Avoid data inaccuracies in post-delivery updates, e.g., incorrect delivery status, wrong product details, etc.
- Resolve any customer queries or concerns post-delivery, e.g., product usage, payment issues, etc.
- Avoid customer dissatisfaction post-delivery, e.g., product quality, delivery service, etc.
- Close out the job and transition to the next one, e.g., task delegation, schedule updates, etc.
- Avoid overlooking important details in the wrap-up process, e.g., missed documentation, unaddressed customer feedback, etc.
- Reflect on the job and identify areas for improvement, e.g., process review, team discussion, 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]