April 28, 2015: Consumers Say Fix It Right the First Time
New Study Links High Customer Satisfaction with Field Service Providers Who Fix It on the First Visit
SUNNYVALE, Calif. — Field service organizations need to become more efficient, develop better time-saving approaches, and fix a problem on the first visit in order to meet customer expectations, according to a new study commissioned by Trimble.
The study, which surveyed 2,000 adults in the U.S., found that fixing the problem on the first visit was the leading factor in determining their satisfaction. Yet, nearly one in four participants reported that a return visit was required, with 49 percent attributing it to a lack of appropriate tools or parts and 42 percent saying the technician didn’t have the skills.