Templates · OKRs for teams
Customer support OKR example
Faster answers and fewer back-and-forths, measured the way customers feel them.
The goal
Answer faster and solve on the first reply
Due the end of the quarter; check in weekly. Numbers are examples - change them to yours.
| Metric | Target | Why this number |
|---|---|---|
Median first response time Each check-in is the new reading | 6 hours → 1 hours (should go down) | What customers notice first. It should go down. |
First-contact resolution Each check-in is the new reading | 55% → 70% | Speed without resolution just moves the wait to the second reply. |
Customer satisfaction (CSAT) Each check-in is the new reading | 82% → 90% | The check that faster answers are also good answers. |
Tickets older than 7 days Each check-in is the new reading | 40 tickets → 5 tickets (should go down) | The backlog that hurts most; a number that should shrink to near zero. |
GoalNexa forecasts each metric from its check-ins and gives the goal a health badge - on track, at risk or off track - long before the end of the quarter.
Set it up
With your AI assistant
Connected to GoalNexa (setup guides)? Paste this - it shows you a draft before creating anything:
Create a goal in GoalNexa: "Answer faster and solve on the first reply", due the end of the quarter (ask me for the date). Metrics: - Median first response time (unit: hours): start 6 hours, target 1 hours, latest reading - First-contact resolution (unit: %): start 55%, target 70%, latest reading - Customer satisfaction (CSAT) (unit: %): start 82%, target 90%, latest reading - Tickets older than 7 days (unit: tickets): start 40 tickets, target 5 tickets, latest reading Check-ins weekly. Show me the draft before creating it, and let me change the numbers.
In the app
- Create your free account and pick "Website" in the first-run steps (or "New goal" on the dashboard).
- Add the goal "Answer faster and solve on the first reply" with its date, then its 4 metrics - start, target and unit as above. For an amount that adds up, set "Each check-in is" to "An amount to add to the total"; for a target per week or month, set "Target is for".
- Set each metric's check-in schedule to "Weekly" so reminders keep the numbers current.
Tips
- Your help desk can post these weekly through each metric's check-in URL.
- Run it per support shift or region with a goal template; the totals roll up for the whole team.