Field service technicians are quite often the only representatives that ever set foot on a customer site to support customer service activities.
In many cases, the type of service work done or information communicated by field technicians is the primary way for customers to truly measure the integrity, credibility, effectiveness, and overall brand promise of the servicing organization. As a result, a good field service experience can make all the difference in determining customer commitment (loyalty) and future spending plans. Ultimately, satisfied customers help drive retention and profitability for the service organization as seen in Aberdeen's State of Service Management: Outlook for 2013 research (January 2013) where organizations that reached a 90%+ customer satisfaction achieved an annual 6.1% growth in service revenue, 3.7% growth in overall revenue, and an 89% current level of customer retention. This seems like a simple equation; satisfy the customer and reap the benefits, however many organizations solely focus on scheduling the closest technician for a service job but do not ensure the right technician for a specific customer is the one that shows up to resolve the issue. Aberdeen's research has revealed a discernible link between effective field service work and customer satisfaction and customer loyalty to an organization's products and services.
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