Does good customer service create a competitive advantage?

Aug 31, 2021 • FeaturesresearchDigital TransformationHSOCSATCustomer Service

FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.

At the same time, the study also explored the digital transformation journey our sector has been on for several years and how this was significantly accelerated due to the pandemic across 2020 and into this year. Having published the results, Dan Snowdon, Danny Wieder and Kevin Brown of HSO joined Field Service News Editor-in-Chief, Kris Oldland to discuss the findings of the study in greater depth.

In this section from the first of two full length debrief sessions the group look at the data and discuss exactly how strong CSAT metrics can be an indicator of competitive advantage for field service organisations.

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FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first part of this detailed FSN Research debrief session. 

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier. 

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