Field Service Effectiveness Or The Field Service Experience: Which Is More Important?

By Sumair Dutta, chief customer officer, The Service Council, www.theservicecouncil.com, sd@theservicecouncil.com

Organizations are looking to differentiate via the field service experience.

Traditionally, field service performance was measured on metrics such as utilization, productivity, on-time arrival, SLA (service level agreement) compliance, and first-time fix. As organizations begin to look at field service representatives as ambassadors, they are considering the overall field service experience, and rightly so. The Service Council’s 2014 Field Service Survey reveals the top five reasons for field service customer complaints:

1. Field service agent did not resolve task on the first visit.
2. There was no visibility into the field service agent’s status.
3. Cost of service visit was too high.
4. Time to book an appointment was too long.
5. Appointment window was too long.