Magazine Article | November 18, 2015

Why You Should Focus More On The Customer Experience

Source: Field Technologies Magazine

By Brian Albright, Field Technologies

Service organizations must leverage technology to improve customer service, not just drive cost out of their operations.

Measuring the success of a field service automation project has traditionally relied on key metrics like first-time fix rates, work order completion, fuel cost reduction, and other cost/productivity indicators. Increasingly, though, customer satisfaction has been the leading driver of field service improvement programs.

According to a recent Aberdeen report, Evolution of the Field Service Business: Optimizing the Field Service Chain, 68 percent of survey respondents cited customer satisfaction as the most critical metric that defines service success. First-time fix rates were a distant third at 38 percent. Overall service cost ranked even lower, with just 28 percent of respondents listing it among the most critical metrics.