Benchmarking Report: Customer-Centricity, Technology and the New Normal of the Field Service Sector

Customer Satisfaction (CSAT) metrics are widely cited as the most critical KPI’s among field service organizations. New research by Field Service News and HSO explores the impact the recent pandemic has had on field service and what companies can expect. 

HSo and Field Service News industry reportIn the last year, there has been much discussion of what the new normal will look like for the field service sector.

To better understand these future trends, Field Service News Research, in partnership with HSO, has undertaken a detailed study to understand precisely what CSAT metrics are being tracked and how the recent pandemic is impacting management decisions around the importance of service.

Three of the key pillars of the future of field service are servitization, digital transformation and customer-centricity. With that in mind, Field Service News Research spoke to a sample of over 280 field service leaders from a variety of different industry verticals, including manufacturing, utilities, telecommunications, power generation, healthcare, med-tech, security and others, to understand the interplay between these three crucial areas and how their business is responding.

Dive in as we explore the key indicators and trends as we move into the brave new world of the post-pandemic field service operations. Download the full report below.

Learn more about Connected Field Service and how we’re helping businesses like yours with industry-focused solutions leveraging award-winning Microsoft technologies. 

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