We’ll look at some common missteps that create poor customer satisfaction, and three strategies that will boost your field service customer satisfaction KPIs and improve the future health of your business.
Customer satisfaction is a vital part of any organisation’s long-term success, and it’s especially important for those in the field service industry. A measure of how happy someone is with your product or service, their overall experience, and your business as a whole, customer satisfaction can have an outsize impact on your bottom line.
It can influence everything from customer retention and brand loyalty to reputation and referrals, so it’s important to take a serious look at where your company excels at customer satisfaction, and where it’s lacking.
A few helpful KPIs to focus on as you work to improve your field service customer experience — and, in turn, your field service customer satisfaction — include Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES), among others.
In this blog post, we’ll look at some common missteps that create poor customer satisfaction, and three strategies that will boost your field service customer satisfaction KPIs and improve the future health of your business.
There are a few reasons why organisations experience low field service customer satisfaction. Three of the most common include poor visibility and communication, no self-service options, and no engagement after the day of service.
Let’s dig deeper into how each of these negatively impacts your business and bottom line.
Research shows that when customers don’t receive reminders about impending appointments, notifications about technician ETAs, and can’t view their field service tech’s location in real-time, they experience high levels of stress and anxiety. If they don’t receive information about delays and can’t communicate with their technician or repair person, they end up waiting around, frustrated, and feeling like your business doesn’t value their time.
A lack of transparency and communication, no self-service options, and no follow-up are all common factors contributing to low customer satisfaction. But there are solutions for combating each of these, and, with the help of software experts in the field, they’re easy to implement.
Here are three ways to improve field service customer satisfaction:
Field service customer satisfaction is essential to your organisation’s health and longevity. Unfortunately, issues around visibility, self-serve options, and follow up often create friction and result in low levels of satisfaction.
The good news is that these challenges can all be solved with an optimised tech stack. Field service technology experts can help you implement field service tracking, field service portals, automation, streamlined communication workflows, feedback workflows, and more to give your customers a frictionless experience.
With customisable solutions, out-of-the-box applications, and options that integrate into your own enterprise solutions, Localz has everything you need to boost your field service customer satisfaction and vitalise your business for the long haul.