FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.
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Aug 24, 2021 • Features • research • Digital Transformation
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 that debrief session the group go deeper into the study's finding that improved CSAT is being used not just to drive greater revenue from existing customers but also for winning new business.
Want to know more?
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.
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, HSO who may contact you for legitimate business reasons to discuss the content of this study.
Further Reading:
- Read more exclusive features from FSN Research @ research.fieldservicenews.com/
- 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
- Arrange a consultation to find out how HSO can help your field service business grow by clicking here
Aug 19, 2021 • Features • research • Digital Transformation
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...
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 that debrief session the group discuss why customer satisfaction has risen so dramatically amongst field service organisations in terms of the crucial KPIs that can yield effective change within the unit.
Want to know more?
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.
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, HSO who may contact you for legitimate business reasons to discuss the content of this study.
Further Reading:
- Read more exclusive features from FSN Research @ research.fieldservicenews.com/
- 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
- Arrange a consultation to find out how HSO can help your field service business grow by clicking here
Mar 15, 2021 • Features • research • Digital Transformation • Covid-19
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel, Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector...
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel, Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector that has arisen since the pandemic.
In this final excerpt in the series the group discuss what service excellence looks like when it comes to remote service delivery
You can find further analysis of this research project at our dedicated research site research.fieldservicenews.com
Want to know more?
FSN Premium or FSN Elite subscribers can access the full video report of this debrief session by clicking the button below.
If you are currently on our free FSN Standard subscription you can upgrade your subscription for as little as £299|€349| $399 a year and gain access to this report, plus over a hundred other premium resources from across the Field Service News Digital Ecosystem and exclusive access to the Field Service News Digital Symposium with new in-depth, long-form interviews being added every week.
FSN Elite members also gain access to the Field Service News Masterclass Program, Think Tank and Collaboration real-time sessions and FSN Elite discussion boards for just £699|€789|$949 a year.
This Field Service News Research project was run in partnership with Salesforce, one of a select group of official Strategic Partners for Field Service News
Mar 12, 2021 • Features • research • Digital Transformation • Covid-19
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector...
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector that has arisen since the pandemic.
In this segment, the group discuss how to overcome the biggest challenge outlined by respondents to the study - a lack of skills on the client-side when it comes maintaining assets even when being guided by a remote expert.
You can find further analysis of this research project at our dedicated research site research.fieldservicenews.com
Want to know more?
FSN Premium or FSN Elite subscribers can access the full video report of this debrief session by clicking the button below.
If you are currently on our free FSN Standard subscription you can upgrade your subscription for as little as £299|€349| $399 a year and gain access to this report, plus over a hundred other premium resources from across the Field Service News Digital Ecosystem and exclusive access to the Field Service News Digital Symposium with new in-depth, long-form interviews being added every week.
FSN Elite members also gain access to the Field Service News Masterclass Program, Think Tank and Collaboration real-time sessions and FSN Elite discussion boards for just £699|€789|$949 a year.
This Field Service News Research project was run in partnership with Salesforce, one of a select group of official Strategic Partners for Field Service News
Mar 10, 2021 • Features • research • Digital Transformation • Covid-19
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector...
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector that has arisen since the pandemic.
In this segment, the group take a look at the challenges and the opportunities of embracing remote service delivery
You can find further analysis of this research project at our dedicated research site research.fieldservicenews.com
Want to know more?
FSN Premium or FSN Elite subscribers can access the full video report of this debrief session by clicking the button below.
If you are currently on our free FSN Standard subscription you can upgrade your subscription for as little as £299|€349| $399 a year and gain access to this report, plus over a hundred other premium resources from across the Field Service News Digital Ecosystem and exclusive access to the Field Service News Digital Symposium with new in-depth, long-form interviews being added every week.
FSN Elite members also gain access to the Field Service News Masterclass Program, Think Tank and Collaboration real-time sessions and FSN Elite discussion boards for just £699|€789|$949 a year.
This Field Service News Research project was run in partnership with Salesforce, one of a select group of official Strategic Partners for Field Service News
Mar 08, 2021 • Features • research • Digital Transformation • Covid-19
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector...
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector that has arisen since the pandemic.
Here the group discuss whether the technology implementation is the easiest piece of moving to remote service delivery and look at the core barriers that need to be overcome.
You can find further analysis of this research project at our dedicated research site research.fieldservicenews.com
Want to know more?
FSN Premium or FSN Elite subscribers can access the full video report of this debrief session by clicking the button below.
If you are currently on our free FSN Standard subscription you can upgrade your subscription for as little as £299|€349| $399 a year and gain access to this report, plus over a hundred other premium resources from across the Field Service News Digital Ecosystem and exclusive access to the Field Service News Digital Symposium with new in-depth, long-form interviews being added every week.
FSN Elite members also gain access to the Field Service News Masterclass Program, Think Tank and Collaboration real-time sessions and FSN Elite discussion boards for just £699|€789|$949 a year.
This Field Service News Research project was run in partnership with Salesforce, one of a select group of official Strategic Partners for Field Service News
Mar 05, 2021 • Features • research • Digital Transformation • Covid-19
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector...
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector that has arisen since the pandemic.
Here the group discuss the variety of tools that are being used currently and discuss why sophistication for the service provider should lead to effortlessness for the customer.
You can find further analysis of this research project at our dedicated research site research.fieldservicenews.com
Want to know more?
FSN Premium or FSN Elite subscribers can access the full video report of this debrief session by clicking the button below.
If you are currently on our free FSN Standard subscription you can upgrade your subscription for as little as £299|€349| $399 a year and gain access to this report, plus over a hundred other premium resources from across the Field Service News Digital Ecosystem and exclusive access to the Field Service News Digital Symposium with new in-depth, long-form interviews being added every week.
FSN Elite members also gain access to the Field Service News Masterclass Program, Think Tank and Collaboration real-time sessions and FSN Elite discussion boards for just £699|€789|$949 a year.
This Field Service News Research project was run in partnership with Salesforce, one of a select group of official Strategic Partners for Field Service News
Mar 03, 2021 • Features • research • Covid-19 • Leadership and Strategy
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector...
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector that has arisen since the pandemic.
In this segment, talk turns to how the speed in which service can be delivered remotely could revolutionise the way we think about service delivery as we build a path towards the new normal for our sector.
You can find further analysis of this research project at our dedicated research site research.fieldservicenews.com
Want to know more?
FSN Premium or FSN Elite subscribers can access the full video report of this debrief session by clicking the button below.
If you are currently on our free FSN Standard subscription you can upgrade your subscription for as little as £299|€349| $399 a year and gain access to this report, plus over a hundred other premium resources from across the Field Service News Digital Ecosystem and exclusive access to the Field Service News Digital Symposium with new in-depth, long-form interviews being added every week.
FSN Elite members also gain access to the Field Service News Masterclass Program, Think Tank and Collaboration real-time sessions and FSN Elite discussion boards for just £699|€789|$949 a year.
This Field Service News Research project was run in partnership with Salesforce, one of a select group of official Strategic Partners for Field Service News
Mar 01, 2021 • Features • research • Covid-19 • Leadership and Strategy
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector...
Kris Oldland, Editor-in-Chief, Field Service News is joined by Michael Kuebel Michele Federici and Sassi Idan of Salesforce as they analyse the findings of a wide-reaching study into the growing use of remote services in the field service sector that has arisen since the pandemic.
In this excerpt from the first of two debrief sessions based around this study, the group tackle the question of where the true value of service lies for the customer
You can find further analysis of this research project at our dedicated research site research.fieldservicenews.com
Want to know more?
FSN Premium or FSN Elite subscribers can access the full video report of this debrief session by clicking the button below.
If you are currently on our free FSN Standard subscription you can upgrade your subscription for as little as £299|€349| $399 a year and gain access to this report, plus over a hundred other premium resources from across the Field Service News Digital Ecosystem and exclusive access to the Field Service News Digital Symposium with new in-depth, long-form interviews being added every week.
FSN Elite members also gain access to the Field Service News Masterclass Program, Think Tank and Collaboration real-time sessions and FSN Elite discussion boards for just £699|€789|$949 a year.
This Field Service News Research project was run in partnership with Salesforce, one of a select group of official Strategic Partners for Field Service News
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