Image courtesy of Honeywell International Inc
wanted to understand how field service leaders perceived the idea of the ‘perfect service visit’ as a function of customer satisfaction. The approach was to determine which aspects of a field service visit helped companies to drive and define a strategy to improve customer satisfaction overall. As a leading data point and indicator, Honeywell began the survey into customer satisfaction looking at ‘first-time fix’ rates. The Service Council has documented the connection between first-time fix rates and customer satisfaction and shows that companies achieving less than 50% first-time fix have an average customer satisfaction rating of just 57%. This is in comparison to companies that have a 90% or greater first-time fix rate and a commensurate customer satisfaction average rating of 94%. But what are the other components that make up the perfect service visit? In Honeywell’s survey, three more well-known metrics were chosen that also contribute
THE
to customer perceptions of a high-quality,
PERFECT SERVICE VISIT Freddy Fam, Product Marketing Manager, Honeywell Sensing and Productivity Solutions, APAC
1. On-time arrival, 2. Repair/visit completed within 4 hours or an agreed timeframe, and 3. Billing accuracy. These three metrics were added to the
A recent survey of 260 field service operations leaders gives insight into ‘the perfect service visit’: what drives customer satisfaction and how should it be measured?
first-time fix metric and Honeywell asked
I
(with one being the most important and
survey respondents to rank them in order of their perception of importance to their customers. The rankings were one to four
t is well known that field service
Council to survey 260 field service operations
four being the least). The following table
operators who achieve high levels of
leaders around the world. The survey focused
illustrates a slight departure in the ratings
customer satisfaction are rewarded
on how service-oriented businesses were
from the Asia Pacific region with the rest
with superior customer loyalty and
approaching the issue of revenue growth
of the world and highlights the metrics
improved revenue growth. What is
and more specifically how they were driv-
that customers of the surveyed organisa-
less clear is what exactly drives that
ing revenue growth at the point of service.
tions rank as being the most important from a field service perspective.
high level of customer satisfaction, how what is the interactive nature of those
What makes a ‘perfect service visit’
specific metrics.
In pursuit of greater understanding of
field service leaders are measuring it and
40
high-value service experience:
the connection between high levels of
How advanced document imaging can improve the billing process
Honeywell Sensing and Productivity Solu-
customer satisfaction with improving
As illustrated in the results, billing accuracy
tions recently collaborated with The Service
loyalty and revenue growth, Honeywell
is vital in relation to customer satisfaction
FSB MAY 2016
www.FieldServiceBusiness.com.au