Our digital transformation journey has been accelerated. While industry-wide digital transformation was undoubtedly a journey we were already on as a sector, the impact of the pandemic has undoubtedly been an accelerator.   To measure just how significant that impact was on the field service sector, we asked our respondents if they...

Is your technology letting your customers down? In the previous feature in this series, we have seen widespread adoption of technologies and tools used by field service companies to drive customer satisfaction levels…   However, what is the industry sentiment with regards to the maturity of technology being used? In the next...

Is your technology letting your customers down? In the previous features in this series, we have seen how the study findings identified the critical importance of CSAT metrics within field service operations.    We have also explored the most prevalent tools being used to measure CSAT and how field service companies are collecting...

Do you trust your customer feedback data? In the previous feature in this series, we looked at the tools used for capturing CSAT (customer satisfaction) data. However, an equally important element within this equation is when such data should be collected…   While in the previous set of questions we saw some apparent trends...

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...

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...