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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 gather repair details, e.g., service descriptions, parts needed, etc.
- Minimize the time it takes to obtain cost estimates for repairs, e.g., labor charges, parts pricing, etc.
- Minimize the time it takes to compare repair options, e.g., different service providers, warranty services, etc.
- Minimize the time it takes to validate the accuracy of repair quotes, e.g., cross-referencing market rates, discounts applied, etc.
- Minimize the time it takes to confirm warranty coverage for repairs, e.g., parts under warranty, service warranty, etc.
- Minimize the time it takes to identify potential additional costs, e.g., unexpected issues, service fees, etc.
- Minimize the time it takes to assess the impact of repair time on operations, e.g., downtime, alternative arrangements, etc.
- Minimize the time it takes to negotiate repair terms, e.g., timelines, payment terms, service levels, etc.
- Minimize the time it takes to finalize the repair agreement, e.g., signing contracts, service level agreements, etc.
- Minimize the time it takes to schedule the repair service, e.g., earliest availability, preferred timing, etc.
- Minimize the time it takes to communicate repair details to stakeholders, e.g., team members, management, etc.
- Minimize the time it takes to prepare for the repair process, e.g., securing backups, arranging access, etc.
- Minimize the time it takes to document all repair-related communications, e.g., emails, calls, meetings, etc.
- Minimize the time it takes to ensure clarity on repair deliverables, e.g., scope of work, expected outcomes, etc.
- Minimize the time it takes to verify service provider credentials, e.g., certifications, reviews, past work, etc.
- Minimize the time it takes to understand the repair methodology, e.g., techniques used, equipment needed, etc.
- Minimize the time it takes to clarify post-repair support terms, e.g., follow-up services, warranties on work performed, etc.
- Minimize the time it takes to establish a point of contact for the repair process, e.g., service manager, technician, etc.
- Minimize the likelihood of miscommunication regarding repair details, e.g., scope, costs, timelines, etc.
- Minimize the likelihood of unexpected repair delays, e.g., parts availability, technician scheduling, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Gather repair details, e.g., service descriptions, parts needed, etc.
- Obtain cost estimates for repairs, e.g., labor charges, parts pricing, etc.
- Compare repair options, e.g., different service providers, warranty services, etc.
- Validate the accuracy of repair quotes, e.g., cross-referencing market rates, discounts applied, etc.
- Confirm warranty coverage for repairs, e.g., parts under warranty, service warranty, etc.
- Identify potential additional costs, e.g., unexpected issues, service fees, etc.
- Assess the impact of repair time on operations, e.g., downtime, alternative arrangements, etc.
- Negotiate repair terms, e.g., timelines, payment terms, service levels, etc.
- Finalize the repair agreement, e.g., signing contracts, service level agreements, etc.
- Schedule the repair service, e.g., earliest availability, preferred timing, etc.
- Communicate repair details to stakeholders, e.g., team members, management, etc.
- Prepare for the repair process, e.g., securing backups, arranging access, etc.
- Document all repair-related communications, e.g., emails, calls, meetings, etc.
- Ensure clarity on repair deliverables, e.g., scope of work, expected outcomes, etc.
- Verify service provider credentials, e.g., certifications, reviews, past work, etc.
- Understand the repair methodology, e.g., techniques used, equipment needed, etc.
- Clarify post-repair support terms, e.g., follow-up services, warranties on work performed, etc.
- Establish a point of contact for the repair process, e.g., service manager, technician, etc.
- Avoid miscommunication regarding repair details, e.g., scope, costs, timelines, etc.
- Avoid unexpected repair delays, e.g., parts availability, technician scheduling, 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]