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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Digital Transformation, Feature

AI Offers a Better Way

In this third and final excerpt from a recent white paper published by Aquant, we look at the possibilities that Artificial Intelligence opens to make accurate decisions based on concrete data.

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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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Digital Transformation, Feature

Standard BI Tools Aren’t Foolproof

In this second excerpt from a recent white paper published by Aquant, we discuss which methods are best for creating customer risk scorecards and managing workforce performance issues.

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Digital Transformation, Feature

In the Post-Pandemic World, Customer-Centric Service Is Critical

In the first article of a series of excerpts from a recent white paper published by Aquant, we look at the importance of providing exceptional customer experience in the post-pandemic world.

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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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Digital Transformation, Feature

Aquant’s New AI Tool, is the Missing Link in Exceptional Customer Experiences

The platform converts messy service data into detailed insights for service executives, providing visibility into customers at risk of churn and workforce training opportunities.

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Digital Transformation, Feature

3 Tips to Quickly Scale Your Appliance or Food Service Repair Business

In this article from Aquant, we look at three tips to scale appliance and food repair businesses rapidly with the help of easy-to-use AI tools.

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Feature, Service Strategy

How to Get the Pulse of the Customer Before the NPS Score

Kris Oldland talks to Aquant’s Sidney Lara to find out more about this critical area of modern service excellence.

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