Consumers Say Fix It The First Time

New Study Links High Customer Satisfaction with Field Service Providers Who Fix It on the First Visit

Field service organizations need to become more efficient, develop better time-saving approaches and fix a problem on the first visit in order to meet customer expectations, according to a new study commissioned by Trimble.

The study, which surveyed 2,000 adults in the U.S., found that fixing the problem on the first visit was the leading factor in determining their satisfaction. Yet, nearly one in four participants reported that a return visit was required, with 49 percent attributing it to a lack of appropriate tools or parts and 42 percent saying the technician didn’t have the skills.

“Clearly, operating a skilled and efficient mobile workforce is critical to meeting customer expectations. To achieve that, organizations need real-time access to information about the performance of workers in the field,” said John Cameron, general manager of Trimble’s Field Service Management Division.

“Technology is available that provides technicians with the visibility they need to get to the right place at the right time with the information they need to do their job correctly the first time,” Cameron added. “Customer expectations are only going to increase, so having the infrastructure in place to meet and exceed these expectations is critical to keeping customers happy.”

Respondents also are not happy with wait times. More than 50 percent considered 1-2 hours an acceptable appointment window, yet nearly73 percent reported wait times of more than 4 hours.

The independent study was conducted by OnePoll, a worldwide market research agency. For a summary of the report, visit: http://www.pages05.net/trimblefieldservice/Consumer_Research_Results/

About Trimble Field Service Management Division
Trimble’s Field Service Management Division provides visibility into field and fleet operations so businesses can streamline efficiency and increase productivity. The Field Service Management suite includes Fleet Management, Work Management and Scheduling, Worker Safety and Mobility solutions that transform the effectiveness of work, workers and assets in the field. The cloud-based portfolio allows Trimble to offer customers industry-specific, enterprise-level solutions for exceptional performance and ease of use. For more information, visit www.trimble.com/fsm.

About Trimble
Trimble applies technology to make field and mobile workers in businesses and government significantly more productive. Solutions are focused on applications requiring position or location—including surveying, construction, agriculture, fleet and asset management, public safety and mapping. In addition to utilizing positioning technologies, such as GPS, lasers and optics, Trimble solutions may include software content specific to the needs of the user. Wireless technologies are utilized to deliver the solution to the user and to ensure a tight coupling of the field and the back office. Founded in 1978, Trimble is headquartered in Sunnyvale, Calif. For more information, visit www.trimble.com.