Consumer Expectations Of Technician Visit During The Pandemic: January Edition Survey Results

Defining service delivery excellence in uncertain times

As we move into 2021 with the COVID-19 pandemic, customer service organizations are still facing unprecedented operational challenges. U.S. consumers remain uncomfortable with allowing service technicians into their homes, and no change is in sight despite the ongoing vaccination rollout. One thing is clear: consumers expect service companies to meet their safety concerns during this time and beyond, and these concerns are becoming critical to company loyalty in this new environment.

A representative online survey of U.S. adults was designed to explore safety concerns and evolving consumer demands regarding home technology, service delivery, and technician visits for issues such as installing routers and TV set-top boxes and fjxing home appliances or HVAC systems. This survey was a follow up to identical surveys conducted back in May and October.