Tracking customer feedback is vital to field service customer satisfaction. Here is what to look for in a field service customer feedback management solution.
Customers almost always have something to say about their experience. In fact, 41% of consumers say they want to be able to rate the services they receive.
However, they’re not always given the opportunity to express how things went.
That can be a real setback for a business, especially one in the field service industry. Allowing customers to say exactly how they feel about their day of service, their overall experience, and their sentiments about your organisation is essential for improving field service customer satisfaction—not to mention, boosting your bottom line.
Then there’s the question of how to track customer feedback. A real-time customer feedback solution like Localz’ Rate My Experience will ensure customers feel heard and that you receive feedback in a way that fits your company. Mobile workforces in housing, property management, asset rentals, and utilities can all benefit.
Let’s dig into why field service customer satisfaction is vital and what to look for in a customer feedback management tool.
Measuring field service customer satisfaction offers powerful insight into what needs improvement. Your customers are a compelling resource for finding blind spots you can’t see from the back end. Their insights can help you make informed decisions, see how your team is performing and how individuals are doing, and track positive and negative feedback trends.
Listening to customers makes them feel important and involved and builds customer loyalty—which can lead to referrals. (Word-of-mouth is one of the most powerful marketing tools out there.)
But listening only goes so far; you must also take action and follow up. If you solicit opinions, you have to be willing to communicate with customers. If they voice a concern and it goes unanswered, they’ll feel neglected. This can negatively impact your reputation.
To begin measuring field service customer engagement, we recommend field service software with a customer feedback management component.
A field service customer feedback management solution, like Localz’ Rate My Experience, should offer many ways to help close the loop after a service appointment. Here’s what to look for:
To boost the ROIs of field service customer engagement, our experts offer these tips when using your field service customer feedback management solution.
Discover more tips below:
Asking customers for their real-time feedback will help improve your business’ field service customer satisfaction. Close the service loop with a customer feedback management solution like Localz’ Rate My Experience, which complements our other solutions like two-way communication and field service technician tracking.