Research Report

Best Practices in Establishing a Field Service Customer Satisfaction Program

This report is for Field Services members only

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The vast majority of TSIA field services members considers the improvement of customer satisfaction to be an important or a very important organizational objective. And with good reason—delighted customers are more likely to recommend your services and expand their relationship with your company, and less likely to leave. Successful implementation of a field service customer satisfaction program incorporates four best practices: (1) measures satisfaction across key interactions, (2) is relevant, (3) is action-oriented, and (4) is tied to variable compensation. This paper is written for any company considering the implementation of, or rethinking of, their customer satisfaction program.

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Peg Rodarmel, SVP, Subscription Services, Infor

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