In last month’s blog, we identified the top 5 challenges facing field service organizations, addressing the number one challenge, improving productivity and efficiency. This time, we’re tackling the issue of meeting rising customer expectations. According to a recent study by Field Technologies Online, almost half of field service leaders are concerned about keeping up with increasing customer demands (46%).
Empowered by technology that makes their lives easier, more and more customers are expecting an effortless service experience and they won’t stay loyal if they don’t get what they want. There’s an abundance of research available relating to poor customer experience and the implications of not meeting customer demands are clear: if you don’t provide your customer with a good service experience, your competitors will.
- “32% of field service organizations (FSOs) are failing to attain at least 80% customer satisfaction” Raconteur Digital Change Survey
- A customer is four times more likely to buy from a competitor if the problem is service-related, versus price or product-related.” – Bain & Co.
- 89 percent of consumers have stopped doing business with a company after experiencing poor customer service.” – RightNow Customer Experience Impact Report
So, what is it exactly that customers are demanding from field service organizations?
Shorter appointment windows
Nothing is more frustrating than waiting around for an entire day for a technician who shows up at 4:30 p.m. when the appointment window was
8 a.m. – 5 p.m. Two-hour appointment windows are fast becoming standard across many industries and many customers are even willing to pay a premium for a convenient time such as a one-hour window, guaranteed arrival time or same day service.
Customers want personalized, real-time notifications and status updates such as a call or text message to let them know that a technician is on their way or running late. They want details of a technician’s identity to allay any security or privacy concerns, an explanation of what work will be carried out as well as likely visit duration.
Reliable, quality service
Once the technician arrives, customers have very little tolerance for poor service. They expect the technician to be fully informed upon arrival with insight into their information and history through a mobile device as well as access to the right parts and equipment needed for installation or repair with them.
Customer satisfaction is no longer a value-add, it’s fast becoming a key differentiator and the foundation of business success for field service organizations. Leveraging the latest field service technology allows organizations to strike a balance between satisfying customer expectations and improving operational efficiency. An end-to-end field service solution allows companies to deliver services and products more accurately, achieve higher levels of customer satisfaction and drive sustainable business growth.
- “Increasing customer retention rates by 5 percent could increase profits from 25 percent to 95 percent.” – Harvard Business Review
- “A 10 percent increase in customer retention levels result in a 30 percent increase in the value of the company.” – Bain & Co.
Want to know more? Contact us today to find out how Gogh Solutions can help you to leverage technology to exceed customer expectations and grow your business.