Aberdeen Group - EXCELLENCE IN THE FIELD: PUT THE CUSTOMER FIRST
This report details the innovative ways top performing field service organizations engage with their customers while also delivering measurable business value. The behavior, goals and results of best in class performers (based on three key service KPIs) are compared to those of average and laggard performers.
- Changing customer dynamics are forcing organizations to focus on service delivered value
- ¾ of Best-in-Class use customer feedback as a measure of employee and service performance
- Field service technicians are expected to fix issues, improve customer satisfaction and drive revenue
- Best-in-Class achieve year-on-year improvement in customer satisfaction and service revenue