Customer satisfaction is a key indicator of business success with far-reaching implications for loyalty, retention and profitability. That’s great news for field service leaders, whose technicians can have an outsize influence given their proximity to customers.
The bad news? Companies aren’t giving field service teams the attention or investment they need to drive higher customer satisfaction levels, according to new research from Vanson Bourne. The report shows a lack of board investment toward the overlooked potential of field service departments to improve profitability, reduce warranty leakages, address parts supply chain challenges — and, ultimately, drive customer satisfaction and retention.
Read the full report to learn how your organization can empower field service teams to improve customer satisfaction levels and drive growth.