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Performance objectives are essential to establish a well-functioning performance measurement system (Cinquini & Norreklit,2024). Performance objectives are a set of goals that an organization or team intends to achieve. Performance objectives should be specific, measurable, and achievable within the performance period; relevant to the organization's mission, goals, and priorities; and time-bound (Fayomi and Akanazu, 2024). Performance objectives help individuals and teams understand their role and their contribution to the business, so they can focus on activities, development and progression that contribute to the organization's overall goals.

The customer service team has a set of performance objectives that help the team focus on key deliverables for the organization. The performance objectives are:

i.Aim to address and resolve 95% of customer inquiries or issues during the first contact. This emphasizes efficiency and the importance of equipping staff with the necessary tools and knowledge.

ii. Implement a system where feedback is actively collected and analyzed to inform service improvements, ensuring that the team adapts to customer needs and expectations.

iii.Conduct monthly training sessions focusing on key areas such as communication skills, technical or product knowledge, and problem-solving. This upskills the team and keeps them well-prepared for varied customer interactions.

iv. Foster a supportive and positive work environment by encouraging teamwork, regular recognition of outstanding performance, and organizing employee engagement activities. This should aim to achieve a high team satisfaction score in internal surveys, reflecting a well-motivated and cohesive team.