/w=256,quality=90,fit=scale-down)
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 develop and distribute user feedback surveys, e.g., online questionnaires, feedback forms, etc.
- Minimize the time it takes to set up channels for collecting feedback, e.g., customer support lines, social media platforms, etc.
- Minimize the time it takes to organize focus groups or user interviews for in-depth feedback, e.g., scheduling, participant selection, etc.
- Minimize the time it takes to analyze and categorize feedback for actionable insights, e.g., sentiment analysis, trend identification, etc.
- Minimize the time it takes to identify common themes and issues raised in user feedback, e.g., usability concerns, feature requests, etc.
- Minimize the time it takes to communicate key feedback findings to relevant teams, e.g., development, marketing, customer service, etc.
- Minimize the time it takes to integrate user feedback into the product development cycle for future upgrades, e.g., design changes, feature enhancements, etc.
- Minimize the time it takes to track changes in user satisfaction over time, e.g., longitudinal studies, repeat surveys, etc.
- Minimize the time it takes to benchmark user feedback against industry standards and competitors, e.g., market research, competitive analysis, etc.
- Minimize the time it takes to establish a continuous feedback loop with users, e.g., regular updates, community engagement, etc.
- Minimize the time it takes to prioritize feedback for immediate action vs long-term strategy, e.g., quick fixes, roadmap planning, etc.
- Minimize the time it takes to develop and implement strategies to encourage user feedback submission, e.g., incentives, easy-to-use feedback tools, etc.
- Minimize the time it takes to ensure privacy and confidentiality in feedback collection and analysis, e.g., data protection measures, anonymous surveys, etc.
- Minimize the time it takes to prepare reports and presentations on feedback for management and stakeholders, e.g., data visualization, summary documents, etc.
- Minimize the time it takes to train customer service teams to effectively gather and handle feedback, e.g., communication skills, CRM tools, etc.
- Minimize the likelihood of overlooking valuable user feedback due to inefficient collection methods, e.g., diverse feedback channels, comprehensive analysis, etc.
- Minimize the time it takes to collaborate with external agencies for large-scale feedback collection and analysis, e.g., market research firms, survey companies, etc.
- Minimize the time it takes to adapt and evolve feedback mechanisms based on user preferences and behaviors, e.g., mobile-friendly surveys, interactive feedback tools, etc.
- Minimize the time it takes to assess the impact of received feedback on user retention and acquisition, e.g., churn rate analysis, customer lifetime value, etc.
- Minimize the time it takes to integrate feedback data with other business intelligence for holistic insights, e.g., sales data, customer support records, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Develop and distribute user feedback surveys, e.g., online questionnaires, feedback forms, etc.
- Set up channels for collecting feedback, e.g., customer support lines, social media platforms, etc.
- Organize focus groups or user interviews for in-depth feedback, e.g., scheduling, participant selection, etc.
- Analyze and categorize feedback for actionable insights, e.g., sentiment analysis, trend identification, etc.
- Identify common themes and issues raised in user feedback, e.g., usability concerns, feature requests, etc.
- Communicate key feedback findings to relevant teams, e.g., development, marketing, customer service, etc.
- Integrate user feedback into the product development cycle for future upgrades, e.g., design changes, feature enhancements, etc.
- Track changes in user satisfaction over time, e.g., longitudinal studies, repeat surveys, etc.
- Benchmark user feedback against industry standards and competitors, e.g., market research, competitive analysis, etc.
- Establish a continuous feedback loop with users, e.g., regular updates, community engagement, etc.
- Prioritize feedback for immediate action vs long-term strategy, e.g., quick fixes, roadmap planning, etc.
- Develop and implement strategies to encourage user feedback submission, e.g., incentives, easy-to-use feedback tools, etc.
- Ensure privacy and confidentiality in feedback collection and analysis, e.g., data protection measures, anonymous surveys, etc.
- Prepare reports and presentations on feedback for management and stakeholders, e.g., data visualization, summary documents, etc.
- Train customer service teams to effectively gather and handle feedback, e.g., communication skills, CRM tools, etc.
- Avoid overlooking valuable user feedback due to inefficient collection methods, e.g., diverse feedback channels, comprehensive analysis, etc.
- Collaborate with external agencies for large-scale feedback collection and analysis, e.g., market research firms, survey companies, etc.
- Adapt and evolve feedback mechanisms based on user preferences and behaviors, e.g., mobile-friendly surveys, interactive feedback tools, etc.
- Assess the impact of received feedback on user retention and acquisition, e.g., churn rate analysis, customer lifetime value, etc.
- Integrate feedback data with other business intelligence for holistic insights, e.g., sales data, customer support records, 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]