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Benchmarking Report: Customer-Centricity, Technology and the New Normal of the Field Service Sector
Based on exclusive research from a Field Service News Research study run in partnership with HSO that engaged with over 280 field service leaders this report outlines a number of important trends within the field service sector...
Areas included in the report:
- High customer satisfaction scores are an important indicator for winning new business - 56% of field service companies stated that strong CSAT metrics are extremely important for winning new business.
- Digital transformation has been rapidly accelerated by the pandemic - 43% of field service companies state that not only has digital transformation been accelerated in their organisation but also that implementation of new technologies has already begun.
- Those organisations leveraging sentiment analysis were more than twice as likely see their CSAT metrics as extremely accurate - 16% of field service companies using sentiment analysis stated this to be the case compared to just 7% of those without such tools.
These insights plus much more are included in this important report available exclusively via Field Service News Research on our free-forever subscription tier FSN Standard
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