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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 submit feedback on the repair service, e.g., through a user-friendly online form, etc.
- Minimize the time it takes to receive confirmation that feedback has been received, e.g., via email, SMS notification, etc.
- Minimize the time it takes to clarify any feedback provided, e.g., through follow-up questions, etc.
- Minimize the time it takes to see actions taken based on the feedback, e.g., service improvement, communication of changes, etc.
- Minimize the time it takes to compare the service received with previous experiences, e.g., through historical data, etc.
- Minimize the time it takes to identify areas of the service needing improvement, e.g., speed of repair, quality of customer service, etc.
- Minimize the time it takes to suggest improvements or solutions, e.g., through an open comment section, etc.
- Minimize the time it takes to rate different aspects of the service, e.g., satisfaction scale, etc.
- Minimize the time it takes to share feedback anonymously, e.g., without disclosing personal information, etc.
- Minimize the time it takes to access support for providing feedback, e.g., helpdesk, FAQ section, etc.
- Minimize the time it takes to understand how feedback will be used, e.g., improvement processes, customer service training, etc.
- Minimize the time it takes to receive updates on feedback provided, e.g., through newsletters, direct communication, etc.
- Minimize the time it takes to engage with other customers' feedback, e.g., community forums, review sections, etc.
- Minimize the time it takes to learn about improvements made from customer feedback, e.g., service updates, enhanced features, etc.
- Minimize the time it takes to navigate the feedback platform, e.g., user interface design, search functionality, etc.
- Minimize the time it takes to find relevant sections for feedback submission, e.g., categorization of services, etc.
- Minimize the time it takes to understand the impact of provided feedback, e.g., case studies, success stories, etc.
- Minimize the time it takes to receive appreciation for providing feedback, e.g., thank you notes, rewards, etc.
- Minimize the time it takes to revisit submitted feedback for future reference, e.g., personal feedback history, etc.
- Minimize the time it takes to ensure privacy and security of the feedback process, e.g., data encryption, anonymity options, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Submit feedback on the repair service, e.g., through a user-friendly online form, etc.
- Receive confirmation that feedback has been received, e.g., via email, SMS notification, etc.
- Clarify any feedback provided, e.g., through follow-up questions, etc.
- See actions taken based on the feedback, e.g., service improvement, communication of changes, etc.
- Compare the service received with previous experiences, e.g., through historical data, etc.
- Identify areas of the service needing improvement, e.g., speed of repair, quality of customer service, etc.
- Suggest improvements or solutions, e.g., through an open comment section, etc.
- Rate different aspects of the service, e.g., satisfaction scale, etc.
- Share feedback anonymously, e.g., without disclosing personal information, etc.
- Access support for providing feedback, e.g., helpdesk, FAQ section, etc.
- Understand how feedback will be used, e.g., improvement processes, customer service training, etc.
- Receive updates on feedback provided, e.g., through newsletters, direct communication, etc.
- Engage with other customers' feedback, e.g., community forums, review sections, etc.
- Learn about improvements made from customer feedback, e.g., service updates, enhanced features, etc.
- Navigate the feedback platform, e.g., user interface design, search functionality, etc.
- Find relevant sections for feedback submission, e.g., categorization of services, etc.
- Understand the impact of provided feedback, e.g., case studies, success stories, etc.
- Receive appreciation for providing feedback, e.g., thank you notes, rewards, etc.
- Revisit submitted feedback for future reference, e.g., personal feedback history, etc.
- Ensure privacy and security of the feedback process, e.g., data encryption, anonymity options, 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]