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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 reputable online repair services, e.g., customer reviews, ratings, etc.
- Minimize the time it takes to compare service offerings, e.g., repair types, warranty periods, etc.
- Minimize the time it takes to evaluate the cost-effectiveness of different repair services, e.g., service fees, parts costs, etc.
- Minimize the time it takes to verify the authenticity of customer testimonials, e.g., through social media, forums, etc.
- Minimize the time it takes to assess the speed of service delivery, e.g., turnaround times, shipping speeds, etc.
- Minimize the time it takes to determine the geographical coverage of the service, e.g., national, regional, local, etc.
- Minimize the time it takes to understand the terms and conditions of the service, e.g., refund policies, warranty claims, etc.
- Minimize the time it takes to identify any additional benefits or perks, e.g., free shipping, diagnostics, etc.
- Minimize the time it takes to check for any hidden fees or charges, e.g., inspection fees, handling fees, etc.
- Minimize the time it takes to find out the expertise and qualifications of the technicians, e.g., certifications, years of experience, etc.
- Minimize the time it takes to determine the availability of customer support, e.g., 24/7 support, live chat, etc.
- Minimize the time it takes to identify the range of products serviced, e.g., specific brands, models, etc.
- Minimize the time it takes to assess the ease of booking a repair, e.g., online scheduling, drop-off options, etc.
- Minimize the time it takes to evaluate the security measures for online transactions, e.g., encryption, secure payment gateways, etc.
- Minimize the time it takes to determine the environmental responsibility of the service, e.g., recycling parts, eco-friendly practices, etc.
- Minimize the time it takes to assess the flexibility of service options, e.g., on-site repairs, mail-in services, etc.
- Minimize the time it takes to verify the coverage of the warranty provided, e.g., parts and labor, duration, etc.
- Minimize the time it takes to evaluate the company's dispute resolution process, e.g., mediation services, customer service responsiveness, etc.
- Minimize the time it takes to identify any loyalty programs or discounts, e.g., for repeat customers, referral bonuses, etc.
- Minimize the time it takes to check for compatibility with insurance claims, e.g., direct billing, approved provider lists, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify reputable online repair services, e.g., customer reviews, ratings, etc.
- Compare service offerings, e.g., repair types, warranty periods, etc.
- Evaluate the cost-effectiveness of different repair services, e.g., service fees, parts costs, etc.
- Verify the authenticity of customer testimonials, e.g., through social media, forums, etc.
- Assess the speed of service delivery, e.g., turnaround times, shipping speeds, etc.
- Determine the geographical coverage of the service, e.g., national, regional, local, etc.
- Understand the terms and conditions of the service, e.g., refund policies, warranty claims, etc.
- Identify any additional benefits or perks, e.g., free shipping, diagnostics, etc.
- Check for any hidden fees or charges, e.g., inspection fees, handling fees, etc.
- Find out the expertise and qualifications of the technicians, e.g., certifications, years of experience, etc.
- Determine the availability of customer support, e.g., 24/7 support, live chat, etc.
- Identify the range of products serviced, e.g., specific brands, models, etc.
- Assess the ease of booking a repair, e.g., online scheduling, drop-off options, etc.
- Evaluate the security measures for online transactions, e.g., encryption, secure payment gateways, etc.
- Determine the environmental responsibility of the service, e.g., recycling parts, eco-friendly practices, etc.
- Assess the flexibility of service options, e.g., on-site repairs, mail-in services, etc.
- Verify the coverage of the warranty provided, e.g., parts and labor, duration, etc.
- Evaluate the company's dispute resolution process, e.g., mediation services, customer service responsiveness, etc.
- Identify any loyalty programs or discounts, e.g., for repeat customers, referral bonuses, etc.
- Check for compatibility with insurance claims, e.g., direct billing, approved provider lists, 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]