5 Customer Satisfaction Best Practices For Field Service Teams
For your business, is great customer satisfaction a high priority?
Repeatedly delighting customers at the point of service can deliver thousands, tens, or hundreds of thousands in direct and referral revenue, depending on your business. Given these unit economics there is real value in delighting every customer that requires service. Now imagine multiplying that impact across your entire service team over time to create much more substantial value.
Surprisingly, many field service teams leave value on the table with a traditional service and quality control process. In 2015, there is an easy way to unlock value across your entire team.
Tip #1: Use iPads and iPhones To Get Real Customer Feedback
With your team spread across locations, people cannot be everywhere to ensure quality control. The most common ways to get customer feedback on the service experience are paper comment cards, emails sent days later, or not asking at all. These approaches have major drawbacks:
* Low customer response rates, resulting in unreliable data
* Manually transcribing information from paper
* Long delays in discovering and fixing service quality issues
With LoopSurvey your field service team and managers can get real customer insights right at the point of experience with mobile devices. Your clients fill out the customer satisfaction survey right there in the moment, not days later when they are unlikely to. As a result your team will quickly get:
* Real time insight into field service quality across staff and locations
* Better data due to much higher customer response rates
* Higher quality field service experiences, resulting in greater customer satisfaction and repeat business
Tip #2: Make It Easy For The Entire Team
Software designed especially for teams empowers the whole group to quickly be productive. Managers who setup the surveys, rules, and analyze results can:
* Create the survey once and deploy to multiple devices
* Generate unique codes for each team member
* Easily switch surveys across some or all devices
* Invite colleagues to the Dashboard to view results
The field service team out helping customers can also be up and running quickly. To get started, they just (1) install the app, (2) input their code, (3) collect data. The field service team can:
* Run the iPhone and iPad survey app on their own mobile devices (BYOD), or company owned assets
* Access the survey link via browser from any other device like Android tablets, smartphones, laptops, and desktops
* Go anywhere and not worry about connectivity, as all data collected offline automatically syncs to the Dashboard once internet is re-established
Tip #3: Measure & Manage Team Performance In Realtime
Results flow into the Dashboard in real time so you always have the latest data. You can view individual results in a table and graphical breakdowns by question.
Since each device is setup with a unique code, you can drill down to a very granular level. So instead of just getting a list of feedback at the end of a quarter, you can see how many service requests each team member processes in real time. Through active management and coaching you can push the team to maximize service excellence and customer satisfaction:
* Establish a baseline
* See who is leading
* Encourage those lagging
* Attribute results to specific people or devices
* Early detection and resolution of service issues
In the Dashboard this Advanced Report can be found via the Surveys tab > select your survey > Segment Analysis at the top.
Tip #4: Automate Service Request Routing
Your organization may have a process to manage service, such as qualify then hand off to another team for resolution. From the Dashboard you can setup easy rules to automatically route field service tickets collected via the iPhone or iPad survey app to the right place.
Service data can be sent via email or text. This routing can be within the team, to another group, or even outside the company to enable partner or dealer network success. For example, you may want to email service work orders from the field to support so they can follow up with premier customers right away.
Tip #5: Realtime Service Scoring & Alerts
All service requests are not created equal. The best service & support organizations continuously improve processes so company resources focus on delighting and retaining their best customers, not wasting cycles.
You can trigger alerts if there are particularly important requests that meet certain criteria. For instance, if a customer has a premier support plan or has an urgent request you may want to text or email the appropriate field service rep to provide immediate attention.