FSN Research, Trending

Feature, FSN Research, Trending

The Impact of the Pandemic on Digital Transformation

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...

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Feature, FSN Research, Trending

General Perception of Maturity of Customer-Centric Driven Technologies Amongst Field Service Companies

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...

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Feature, FSN Research, Trending

Tools Used That Can Drive Improvements in Customer Satisfaction

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...

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Feature, FSN Research, Trending

Best-Practices in Collecting Customer Feedback

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...

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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, FSN Research, Trending

The Processes of Workforce Management Are Strong, but the Tools Need Improvement

We are on the right path, but we could get there faster. As we bring our series of analysis in our exclusive research study run in conjunction with specialist workforce management solution provider Goodt to an end, we reflect on the conclusions of the study and what these mean for workforce management trends within the …...

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Feature, FSN Research, Trending

The Tools And Processes Being Used For Workforce Management

There are better ways to track workforce trends. As we continue the analysis our exclusive research study run in conjunction with specialist workforce management solution provider Goodt, we explore the tools being used by service-centric companies for workforce management…  Having explored a number of the critical...

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