Which mechanisms are best for customer feedback?

Sep 07, 2021 • FeaturesresearchDigital TransformationHSOCSATCustomer Service

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.


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. 

Subscribe to Access

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. 


HSO logo 2021 with tagline_rgb

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: