In today’s age of customer-focused businesses, creating a positive customer experience is a key challenge for small-business field-service managers.
According to a recent study, 97 percent of field service businesses view customer service as a key enabler for building brand loyalty. The same study also indicates a high attrition rate of 64 percent among customers because of poor customer service.
To create a more positive customer experience, field service businesses must start by building a system for capturing the right type of customer feedback through the best channels. Customer feedback helps field service managers understand customer sentiment and identify areas for improvement in the customer experience.