Customer satisfaction is a vital part of any organisation’s long-term success, and it’s especially important for those in the field service industry. A measure of how happy someone is with your product or service, their overall experience, and your business as a whole, customer satisfaction can have an outsize impact on your bottom line.
It can influence everything from customer retention and brand loyalty to reputation and referrals, so it’s important to take a serious look at where your company excels at customer satisfaction, and where it’s lacking.
A few helpful KPIs to focus on as you work to improve your field service customer experience — and, in turn, your field service customer satisfaction — include Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES), among others.
In this blog post, we’ll look at some common missteps that create poor customer satisfaction, and three strategies that will boost your field service customer satisfaction KPIs and improve the future health of your business.
Common reasons for low field service customer satisfaction
There are a few reasons why organisations experience low field service customer satisfaction. Three of the most common include poor visibility and communication, no self-service options, and no engagement after the day of service.
Let’s dig deeper into how each of these negatively impacts your business and bottom line.
Low visibility and lack of communication. Transparent and streamlined customer communication is the secret sauce of customer satisfaction. Just like with parcels, food delivery, or ride-sharing services, customers want detailed information about — and firsthand access to — their field service appointments.
Research shows that when customers don’t receive reminders about impending appointments, notifications about technician ETAs, and can’t view their field service tech’s location in real-time, they experience high levels of stress and anxiety. If they don’t receive information about delays and can’t communicate with their technician or repair person, they end up waiting around, frustrated, and feeling like your business doesn’t value their time.
No self-service options. The radical age of Uberization has led to an environment where consumers want to have control over their experience — they don’t want to call a customer service representative for every step of the process.
When it comes to utility customer experience or telecom customer experience, for example, people want to be able to do things like schedule, reschedule, and cancel appointments on their own, and check technician ETAs and locations from a field service customer portal that’s accessible from a phone or desktop.
No post-appointment engagement. Customers want to know that you care about their feelings and their experience. When you don’t follow up after a service appointment, a customer can’t communicate how things went — whether good, bad, or somewhere in between — and you’ll never know how you can work on improving those KPIs we mentioned earlier.
Three ways to improve field service customer satisfaction
A lack of transparency and communication, no self-service options, and no follow-up are all common factors contributing to low customer satisfaction. But there are solutions for combating each of these, and, with the help of software experts in the field, they’re easy to implement.
Here are three ways to improve field service customer satisfaction:
Prioritise communication and visibility. Exceed customer expectations by offering functionalities like appointment reminders, automated ETAs, real-time tracking, two-way communication, and custom notifications.
Build a self-service customer portal. When you have a comprehensive and easy-to-use customer portal that allows customers to do everything themselves, that demonstrates that you understand their desire to have more control over their experience — and that you respect their time. Creating a seamless way for customers to handle their own issues not only empowers them; it’s also a great way to improve your CES scores.
Gather customer feedback. You should be jumping on any opportunity to get real-time customer feedback. This can be done via options to rate and review or satisfaction surveys, and automated feedback processes make it even more efficient to gather intel.
It’s no surprise we’re seeing an increase in this type of feedback gathering from housing, utilities, and telecom; more engagement with customers reinforces for them that your brand cares about their experience and satisfaction. In addition, it gives you the opportunity to improve and grow based on the feedback you receive.
Field service customer satisfaction is essential to your organisation’s health and longevity. Unfortunately, issues around visibility, self-serve options, and follow up often create friction and result in low levels of satisfaction.
The good news is that these challenges can all be solved with an optimised tech stack. Field service technology experts can help you implement field service tracking, field service portals, automation, streamlined communication workflows, feedback workflows, and more to give your customers a frictionless experience.