Shopify Support OKRs

Soft OKRs are how nothing ships.

The formula

One KR on after-hours resolution, one on cost per order, one on reopen. Not 'improve CSAT'. Write the inputs on a napkin: tickets, minutes, loaded hourly, software, refunds you treat as ops. If an input is missing, you do not have a KPI — you have a mood.

Human touches on this ticket type before vs after the change.

What “good” looks like

• After-hours first response that still moves (an agent, not a hero).
• Reopen rate that does not rise when AHT falls.
• Cost per order that finance will repeat without a footnote.
• CSAT split by ticket type — late freight vs refunds are not the same sport.

How this number lies

Resolution % without reopens is how you reward the fast wrong refund.

Split it or ignore it

If your desk cannot cut the number by type (WISMO, refund, exchange, other), change the reporting before you change the tool. A single tile is a billboard.

Load this rule into Relay and stop solving support okrs by hand at midnight.