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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 verify the resolution of the initial problem, e.g., functionality tests, performance benchmarks, etc.
- Minimize the time it takes to confirm the product meets the original specifications, e.g., size, weight, operational speed, etc.
- Minimize the time it takes to ensure all newly replaced components are fully integrated, e.g., software updates, hardware compatibility, etc.
- Minimize the time it takes to validate the warranty status post-repair, e.g., extended warranty activation, warranty terms confirmation, etc.
- Minimize the time it takes to receive a comprehensive repair report, e.g., issues addressed, parts replaced, future recommendations, etc.
- Minimize the time it takes to assess the overall condition of the product post-repair, e.g., cosmetic damages, operational checks, etc.
- Minimize the time it takes to reintegrate the fixed product into its operational environment, e.g., system setup, network configuration, etc.
- Minimize the time it takes to update any related software or firmware to the latest version, e.g., security patches, feature updates, etc.
- Minimize the time it takes to train staff on any new features or changes post-repair, e.g., operational procedures, safety protocols, etc.
- Minimize the time it takes to establish a follow-up schedule for performance monitoring, e.g., weekly checks, system diagnostics, etc.
- Minimize the time it takes to document the repair process for internal records, e.g., service reports, expense filings, etc.
- Minimize the time it takes to communicate the completion of the repair to all relevant stakeholders, e.g., team notifications, client updates, etc.
- Minimize the time it takes to review and understand any changes to the product's maintenance requirements, e.g., new cleaning procedures, updated user manuals, etc.
- Minimize the time it takes to verify that all user settings and preferences are restored, e.g., custom configurations, saved profiles, etc.
- Minimize the time it takes to ensure the product's compatibility with existing systems and accessories, e.g., peripheral devices, software applications, etc.
- Minimize the time it takes to confirm the availability of spare parts for the newly repaired product, e.g., inventory checks, supplier communications, etc.
- Minimize the time it takes to establish a direct line of communication with the service provider for future support, e.g., helpdesk numbers, email addresses, etc.
- Minimize the time it takes to assess the impact of the repair on the product's lifecycle, e.g., extended usability, depreciation rates, etc.
- Minimize the time it takes to plan for the next preventive maintenance schedule, e.g., calendar reminders, service subscriptions, etc.
- Minimize the time it takes to evaluate the overall satisfaction with the repair service, e.g., feedback forms, satisfaction surveys, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Verify the resolution of the initial problem, e.g., functionality tests, performance benchmarks, etc.
- Confirm the product meets the original specifications, e.g., size, weight, operational speed, etc.
- Ensure all newly replaced components are fully integrated, e.g., software updates, hardware compatibility, etc.
- Validate the warranty status post-repair, e.g., extended warranty activation, warranty terms confirmation, etc.
- Receive a comprehensive repair report, e.g., issues addressed, parts replaced, future recommendations, etc.
- Assess the overall condition of the product post-repair, e.g., cosmetic damages, operational checks, etc.
- Reintegrate the fixed product into its operational environment, e.g., system setup, network configuration, etc.
- Update any related software or firmware to the latest version, e.g., security patches, feature updates, etc.
- Train staff on any new features or changes post-repair, e.g., operational procedures, safety protocols, etc.
- Establish a follow-up schedule for performance monitoring, e.g., weekly checks, system diagnostics, etc.
- Document the repair process for internal records, e.g., service reports, expense filings, etc.
- Communicate the completion of the repair to all relevant stakeholders, e.g., team notifications, client updates, etc.
- Review and understand any changes to the product's maintenance requirements, e.g., new cleaning procedures, updated user manuals, etc.
- Verify that all user settings and preferences are restored, e.g., custom configurations, saved profiles, etc.
- Ensure the product's compatibility with existing systems and accessories, e.g., peripheral devices, software applications, etc.
- Confirm the availability of spare parts for the newly repaired product, e.g., inventory checks, supplier communications, etc.
- Establish a direct line of communication with the service provider for future support, e.g., helpdesk numbers, email addresses, etc.
- Assess the impact of the repair on the product's lifecycle, e.g., extended usability, depreciation rates, etc.
- Plan for the next preventive maintenance schedule, e.g., calendar reminders, service subscriptions, etc.
- Evaluate the overall satisfaction with the repair service, e.g., feedback forms, satisfaction surveys, 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]