Jeremy Squire, FLS UK Managing Director comments “Outstanding customer satisfaction is what our customers strive to achieve from their field service operations and I believe we should be setting the right example”.
FLS customers include leaders in equipment maintenance, utilities/telecoms, healthcare, financial services/insurance claims, facilities management/property maintenance, engineering compliance inspections, retail home deliveries and more. In December 2017, FLS UK surveyed every live customer it supports directly with two key questions.
The first question was very direct “How do you rate the service you receive from FLS support? (1 – 10)”. The result was an average score of 9.3.The first question was very direct “How do you rate the service you receive from FLS support? (1 – 10)”. The result was an average score of 9.3.
The second was a Net Promotor Score (NPS) styled question “How likely is it that you would recommend FLS VISITOUR to a friend who has a similar scheduling requirement? (0 – 10)”
Using the standard formula for detractors (range 0-6), passives (7-8), promoters (9-10), there was no need for a complex calculation because every customer was a promoter for FLS VISITOUR scheduling solution, the NPS score was the maximum 100!
Best in class
Jeremy Squire reflects “I feel very proud of my team for the satisfaction they are delivering and the fact every customer would recommend us is possibly unique in this market. Our strategy will continue to focus on innovation and our customer on-going success using FLS scheduling software, and to build our business through recommendations.”
Jeremy concludes “This proves real-time scheduling and route optimisation solutions really can work well for a wide range of field service businesses, you’ve just got to choose the right technology and partner to work with”.
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