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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

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Field Service Business May 2016  

Field Service Business (FSB) offers essential information to service focussed companies throughout Australia that are dedicated to managing,...

Field Service Business May 2016  

Field Service Business (FSB) offers essential information to service focussed companies throughout Australia that are dedicated to managing,...