The Perfect Service Visit – Optimizing The Customer Value Equation

Submitted by Honeywell Scanning & Mobility

In Q1 of 2014 Honeywell Scanning & Mobility collaborated with The Service Council to survey 260 field service operations leaders around the world.[1]  The impetus of the survey was to see how these leaders were executing on the primary points of business focus uncovered in mid-2013 research done by The Service Council.  In that research, respondents indicated that revenue growth was the top priority focus and driving revenue growth at the point of service was the top strategic challenge for 2014. 

It is well known that those field service operations achieving higher levels of customer satisfaction are rewarded with superior customer loyalty and improved revenue growth.  What is less clear is what exactly drives that high level of customer satisfaction, how field service leaders are measuring it, and what is the interactive nature of those specific metrics.

In pursuit of greater understanding of the connection between high levels of customer satisfaction with improving loyalty and revenue growth, we wanted to understand how field service leaders perceived the idea of the “Perfect Service Visit” as a function of customer satisfaction.  The idea of the “Perfect Service Visit” is one that has its roots in the compound metric used in distribution operations to describe the ‘Perfect Order’.  The perfect order metric, a compound metric widely regarded as a combination of four individual measures, is well understood and often debated depending on the type of distribution operation. 

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