Increasingly across the last few years we have seen Customer Satisfaction (CSAT) metrics become widely cited as critical KPI’s amongst field service organisations.

HSo and Field Service News industry reportBased on exclusive research from a Field Service News Research study run in partnership with HSO that engaged with over 280 field service leaders this report outlines a number of important trends within the field service sector…




Areas included in the report:

  • High customer satisfaction scores are an important indicator for winning new business – 56% of field service companies stated that strong CSAT metrics are extremely important for winning new business. 
  • Digital transformation has been rapidly accelerated by the pandemic  – 43% of field service companies state that not only has digital transformation been accelerated in their organisation but also that implementation of new technologies has already begun. 
  • Those organisations leveraging sentiment analysis were more than twice as likely see their CSAT metrics as extremely accurate – 16% of field service companies using sentiment analysis stated this to be the case compared to just 7% of those without such tools. 

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