The Service Council's Blog

Note: This is the final piece in our blog series on consumer ratings and perceptions regarding field service. The first two can be found here and here (Part 1, Part 2). To learn more, join our summary webinar where we talk about the key research findings.

Drum Roll Please. Well, not to be too dramatic, but we’ve set the stage for the final results from our field service performance appraisal projects. Remember, US consumers are the appraisers.

Note: This is the 2nd of our 3-part blog series on consumer perceptions of field service delivery. An introduction to the project is found in Blog 1 – Field Service Performance: What Resonates with US Consumers. This post focuses on the opportunity in field service relationship management.

Our research typically focuses on polling the leaders of service organizations. To that end, we’ve documented field service progress and challenges extensively. We look to continue to do so via our ongoing coverage and our annual Smarter Service Symposiums. Recently, we’ve branched out into getting different perspectives and ratings from the various stakeholders in the field service delivery chain. In May 2016, we published a report highlighting key take-aways from direct surveying of front-line field service technicians. The research yielded valuable insights, specifically around the day-to-day obstacles encountered by technicians in getting work done. We will continue our focus on technician-oriented research.