Consumers tell SMEs to fix it first time

The results of a recent study, commissioned by Trimble, finds field service organisations need to become more efficient, develop better time-saving approaches and fix a problem on the first visit in order to meet customer expectations.

The study, which surveyed 2,000 adults in the UK, revealed that over half (52%) considered fixing the problem on the first visit to be the leading factor in determining their satisfaction. Yet, one in four participants reported that a return visit was required. The most common reason for a return visit was that the technician lacked the appropriate tools or parts (40%), while the technician lacking the appropriate skills was also revealed as a top factor (27%).

“Clearly, operating a skilled and efficient mobile workforce is critical to meeting customer expectations. To achieve that, organisations need real-time access to information about the performance of workers in the field,” said John Cameron, general manager of Trimble’s Field Service Management Division.

“Technology is available that provides technicians with the visibility they need to get to the right place at the right time with the information they need to do their job correctly the first time,” Cameron added. “Customer expectations are only going to increase, so having the infrastructure in place to meet and exceed these expectations is critical to keeping customers happy.”

Respondents are also not happy with wait times. More than 50% considered 1-3 hours an acceptable appointment window, yet few had experienced this, with 32% reporting wait times between 4-9 hours. 40% of consumers claimed their biggest frustration with using a service provider was long appointment slots.

The independent study was conducted by OnePoll, a worldwide market research agency.