Month: July 2021

Feature, FSN Research, Trending

Do you trust your customer feedback data?

Do you trust your customer feedback data? In the opening series of questions within this study, we identified the prevalence and importance of CSAT metrics within field service organisations as a measurement of success both operationally and more strategically within the broader aims of the organisation. Having now...

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Feature, FSN Research, Trending

Understanding the Metrics Being Used to Measure Customer Satisfaction

Comparative Analysis: Understanding the Metrics Being Used to Measure Customer Satisfaction In the opening series of questions within this study, we identified the prevalence and importance of CSAT metrics within field service organisations as a measurement of success both operationally and more strategically within the...

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Feature, FSN Research, Trending

The Importance of CSAT in Service Growth Strategies

CSAT has become the critical metric in field service. The shift in our industry to Customer Satisfaction (CSAT) metrics becoming viewed as at least as necessary, if not more important than operational metrics, has been one that has been coming for several years and witnessed in multiple benchmarking studies…   However, does...

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Feature, Leadership, Trending, Service Operations

Do You Have a Replacement Strategy for Customer-Facing Employees?

In this new article for Field Service News, Sam Klaidman, Founder and Principal Adviser at Middlesex Consulting, analyzes the advantages of hiring for attitude and training for skills. Introduction According to ToolingU-SME “Relentless turnover in the manufacturing industry is threatening companies focused on driving...

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Feature, Service Strategy, Trending

Do Social Bubbles Show the Way for Service Bubbles Post Covid-19?

Do Social Bubbles Show the Way for Service Bubbles Post Covid-19? As our industry is desperately seeking avenues to return to normality, FieldAware’s COO Steve Mason brings to the table an interesting solution… As businesses continue to evolve their operating practices in the age of Covid-19, service organizations worldwide are...

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