When is the best time to collect customer feedback?

Sep 02, 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 excerpt from the paper the group discuss how the various pros and cons of when to collect customer feedback from the customer - during the service call or after?

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