The following studies are currently live. Below you will find a list of current active studies being held by both Field Service News Research as well as our friends and colleagues within the Field Service News Research Network.
Participants within Field Service News Research studies will receive a complimentary copy of the relevant report (worth £149.99 | €169.99 | $204.99) as well as entry into a prize draw to win one of three £50 (or local currency equivalent).
Any benefits and rewards for participating in external studies within external studies promoted across the Field Service News Research Network will be listed alongside the study...
If you are a running a research study and would like to be part of the Field Service News Research Network please contact Kris Oldland, Editor-in-Chief, Field Service News by clicking this link to find out more.
Transforming service delivery - using technology to enhance customer experience
This project is seeking to understand both how important the role of customer service is in within field service operations but also how it is being measured and what technology is being used to drive improvements within this area.
The aim of this project is:
- To understand just how significant and prevalent the focus on customer success is amongst field service organisations.
- Understanding the metrics that are used to measure this
- Identifying the technologies that are seen as crucial to ensuring service organisations can meet customer expectations around these metrics
- Assessing the field service sector's maturity in the adoption of these technologies
- Establishing if the roadmap for that adoption and wider digital transformation has been accelerated within the last 12 months.
- Study duration: begins mid-April
- Study being undertaken by: Field Service News Research in partnership with HSO.
Understanding the key challenges within service centric workforce management
Across all service-centric sectors, a universal maxim is that an organisation's most valuable resource is its staff. We exist in a service-centric economy, one where an effective workforce can and do bring competitive advantage and a misfiring workforce can lead to multiple problems that can impact the revenue, operations and customer and employee churn. In this study in partnership with HR specialists solution provider Goodt, we are seeking to understand the key pain points of service companies in this area and explore some of the key trends emerging in workforce management in a post-pandemic world.
- Study duration: March/April
- Study being undertaken by: Field Service News Research in partnership with Goodt and SoS Communicatons.
Participate on the following link: https://www.surveymonkey.co.uk/r/BJK2YSN
Understanding the drivers of a strong B2B brand
We are seeking to work with a product-based company that would like to better understand the drivers of a strong business-to-business (B2B) brand.
The study requires a company with a fairly high level of services in its corporate turnover (>20%) and aims to investigate the role of services in creating a strong B2B brand among several other drivers, such as products, customer relationships, brand familiarity, etc.
Corporate brand is one of a company’s key assets but what creates a strong B2B brand from a customer’s perspective is often unknown. This study, therefore, seeks to uncover the most important drivers of a company’s brand. This knowledge could be very useful in terms of helping to understand the importance of services in your company’s customer offerings and whether services should be developed, or other drivers promoted.
Our approach is to run an online customer survey to determine the relative importance of these drivers. To this end, we have developed a survey instrument, which has been developed from existing academic survey scales, an extensive programme of interviews with company managers and a survey pre-test.
The survey has already been run with one product-based company (with <20% corporate turnover from services) and produced some very interesting results from nearly 200 responses.
The survey could either be run by your company or we could run it for you using our online survey tool.
In either case, we will analyse the data and provide a free-of-charge report on the results to help you determine the drivers of your company’s brand. In addition to this personalised report about your company’s brand, we would use anonymised data in academic and practitioner publications, for example, for Field Service News. The study is being run by three academics, Dr. Chris Raddats (click through to see my LinkedIn profile) and Dr. Rachel Ashman at the University of Liverpool and Professor Stuart Roper at the University of Huddersfield.
- Study duration: Closes April 2021
- Study being undertaken by: Universities of Huddersfield and University Liverpool
To participate contact Dr. Chris Raddats at chrisr@liv.ac.uk
Sustainability within the field service industry
The debate on environmental sustainability has been building in intensity for decades. Due to increasing evidence, social awareness and government legislation it is rapidly transforming into a force for change.
As field service providers are responsible for servicing the worlds assets and travel to meet billions of customer commitments every year, the industries environmental impact is arguably significant. So too is its potential positive contribution to achieving a global environmentally sustainable society.
This research aims to contribute to the debate by exploring the maturity of environmental sustainability in the field service industry, the potential bond between sustainability and field service, the drivers for change, have priorities changed since COVID and what the future may hold.
This survey is impartial, the sole purpose is to capture the industry’s current state. You are requested to provide impartial views of how the company you work for and its stakeholders view sustainability. There are specific questions to capture your personal views on sustainability in business.
- Fast track focuses on the current industry views of sustainability and takes 5 - 10 minutes to complete.
- Optional section explores your views on strategic future changes that could affect sustainability within the field service industry over the next 5 years and that takes a further 3 - 5 minutes to complete.
As a thanks to you, after completing the survey you will receive:
- An infographic of the results when they are published.
- Study duration: Closes March 2021
- Study being undertaken by: University of Sunderland
Participate on the following link: https://www.surveymonkey.co.uk/r/C9S3N9R
Written Reports
