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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 issues during the repair process, e.g., incorrect part installations, software glitches, etc.
- Minimize the time it takes to communicate identified issues to relevant parties, e.g., repair technicians, customer service, etc.
- Minimize the time it takes to gather necessary documentation for issue resolution, e.g., repair manuals, warranty information, etc.
- Minimize the time it takes to source replacement parts or tools needed for issue correction, e.g., specific hardware, software updates, etc.
- Minimize the time it takes to implement corrective actions for identified issues, e.g., part replacement, software reconfiguration, etc.
- Minimize the time it takes to verify the effectiveness of corrective actions, e.g., functionality tests, performance assessments, etc.
- Minimize the time it takes to update repair records with issue resolution details, e.g., parts used, corrective actions taken, etc.
- Minimize the time it takes to inform the customer about the issue and its resolution, e.g., via email, phone call, etc.
- Minimize the time it takes to reassess the repair timeline due to unexpected issues, e.g., additional repairs needed, parts availability, etc.
- Minimize the time it takes to coordinate with external vendors for issue resolution, e.g., parts suppliers, specialized repair services, etc.
- Minimize the time it takes to obtain approval for additional repair costs from stakeholders, e.g., customers, insurance companies, etc.
- Minimize the time it takes to adjust repair strategies based on issue severity, e.g., opting for replacement over repair, etc.
- Minimize the time it takes to schedule follow-up actions post-repair, e.g., customer feedback collection, future maintenance checks, etc.
- Minimize the time it takes to train repair staff on issue identification and resolution techniques, e.g., workshops, online courses, etc.
- Minimize the time it takes to ensure compliance with repair standards and regulations during issue resolution, e.g., safety protocols, industry guidelines, etc.
- Minimize the time it takes to manage customer expectations during extended repair times, e.g., providing updates, offering compensations, etc.
- Minimize the time it takes to document lessons learned from the repair issue for future reference, e.g., in a knowledge base, training materials, etc.
- Minimize the time it takes to evaluate the impact of the repair issue on overall project timelines, e.g., delays, rescheduling, etc.
- Minimize the time it takes to assess the need for additional resources to address the repair issue, e.g., extra manpower, budget adjustments, etc.
- Minimize the time it takes to finalize the repair process and confirm the resolution of all issues, e.g., quality checks, customer sign-off, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify issues during the repair process, e.g., incorrect part installations, software glitches, etc.
- Communicate identified issues to relevant parties, e.g., repair technicians, customer service, etc.
- Gather necessary documentation for issue resolution, e.g., repair manuals, warranty information, etc.
- Source replacement parts or tools needed for issue correction, e.g., specific hardware, software updates, etc.
- Implement corrective actions for identified issues, e.g., part replacement, software reconfiguration, etc.
- Verify the effectiveness of corrective actions, e.g., functionality tests, performance assessments, etc.
- Update repair records with issue resolution details, e.g., parts used, corrective actions taken, etc.
- Inform the customer about the issue and its resolution, e.g., via email, phone call, etc.
- Reassess the repair timeline due to unexpected issues, e.g., additional repairs needed, parts availability, etc.
- Coordinate with external vendors for issue resolution, e.g., parts suppliers, specialized repair services, etc.
- Obtain approval for additional repair costs from stakeholders, e.g., customers, insurance companies, etc.
- Adjust repair strategies based on issue severity, e.g., opting for replacement over repair, etc.
- Schedule follow-up actions post-repair, e.g., customer feedback collection, future maintenance checks, etc.
- Train repair staff on issue identification and resolution techniques, e.g., workshops, online courses, etc.
- Ensure compliance with repair standards and regulations during issue resolution, e.g., safety protocols, industry guidelines, etc.
- Manage customer expectations during extended repair times, e.g., providing updates, offering compensations, etc.
- Document lessons learned from the repair issue for future reference, e.g., in a knowledge base, training materials, etc.
- Evaluate the impact of the repair issue on overall project timelines, e.g., delays, rescheduling, etc.
- Assess the need for additional resources to address the repair issue, e.g., extra manpower, budget adjustments, etc.
- Finalize the repair process and confirm the resolution of all issues, e.g., quality checks, customer sign-off, 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]