FIELD SERVICE MANAGEMENT: WHITE PAPER

Executive Briefing: Defining Customer Success in Field Service White Paper

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Executive Briefing Customer Success and Customer Satisfaction FI

There is now little doubt that Customer Satisfaction (CSAT) metrics are critical for measuring effective field service operations. This is a trend that has been becoming increasingly obvious for several years.

In a 2020 Field Service News Research report, “Understanding the metrics that matter in a rapidly changing field service sector”, it was revealed that 51% of field service companies now saw an equal weighting in importance between operationally focused KPIs and CSAT-focused KPIs. Furthermore, 13% of field service companies stated that CSAT-focused KPIs were of greater importance for measuring their business success.

So given the importance of customer satisfaction, how do field service companies define what customer success actually looks like?

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Executive Briefing Customer Success and Customer Satisfaction FI

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