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 first of two in-depth debrief sessions, the group look at what is the most effective means of collecting customer feedback - SMS, email, or directly via the engineer.
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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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- Read more about Digital Transformation @ www.fieldservicenews.com/blog/tag/digital-transformation
- Read more about Service Innovation and Design @ www.fieldservicenews.com/blog/tag/service-innovation-and-design
- Read more about customer service trends @ Features on CSAT trends
- Read more insights from HSO and how they are helping field service companies drive improvements in customer satisfaction and increasing operational efficiency here
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