We use cookies to provide you with a better experience. By continuing to browse the site you are agreeing to our use of cookies in accordance with our Cookie Policy.

logo
  • Engineers & Specifiers
  • Contractors & Installers
  • Wholesalers & Distributors
  • Sign In
  • Create Account
  • Sign Out
  • My Account
Free Subscription
  • Sign In
  • Create Account
  • Sign Out
  • My Account
  • PRODUCTS
    • Bath & Kitchen
    • Fire Protection
    • HVAC
    • Hydronics/Radiant
    • Plumbing
    • PVF
    • Tools
  • PROJECTS
    • Commercial
    • Green Building
    • MRO/Retrofit
    • Remodeling
    • Residential
  • HOW TO
    • Design
    • Fire Protection
    • Legal Matters
    • Management
  • BUSINESS
    • Buying Groups
    • Technology
    • Associations
  • CODES & STANDARDS
    • ANSI
    • ASHRAE
    • ASSE
    • Regulations
    • Green Building
    • IAPMO
    • ICC
    • NFPA
  • RESOURCES
    • Media Kit
    • Advertise
    • Contact Us
    • Classifieds
    • Digital Editions
    • Behind the Wall
    • Webinars
  • BUYER'S GUIDE
  • DIGITAL EDITIONS
Home » New study: consumers say fix it the first time

New study: consumers say fix it the first time

May 8, 2015
No Comments

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. 

“Clearly, operating a skilled and efficient mobile workforce is critical to meeting customer expectations. To achieve that, organizations need real-time access to information about the performance of workers in the field,” said John Cameron, general manager of Trimble’s Field Service Management Division.

“Technology is available that provides technicians with the visibility they need to get to the right place at the right time with the information they need to do their job correctly the first time,” Cameron added. “Customer expectations are only going to increase, so having the infrastructure in place to meet and exceed these expectations is critical to keeping customers happy.”

Respondents also are not happy with wait times. More than 50 percent considered 1-2 hours an acceptable appointment window, yet nearly 73 percent reported wait times of more than 4 hours.

Visit www.trimble.com

 

Business Contractors & Installers Industry Community News
  • Related Articles

    How to get your estate plan right the first time you do it

    It’s time to get on board for a year of changes in the retailing environment

    It’s a Good Time to Re-evaluate and Prepare for the ‘Busy Season’ Ahead

  • Related Products

    The Wholesaler

  • Related Events

    Ninth Annual Celebrating Women in the Mechanical Trade Industry Luncheon

  • Related Directories

    Trimble

You must login or register in order to post a comment.

Report Abusive Comment

Most Popular

  • Louisville Water Uncovers Ancient Check Valve Dating Back to the 1870s

  • F.W. Webb Customer Throws First Pitch at Red Sox Game

  • Plumbing Museum Leaving Space in Watertown

  • NIBCO Announces Promotion of Dawn Bloch to Vice President, Customer Engagement

Featured Video

Merit video june

Merit Brass Merit Press Technology in Copper & Stainless to Save You Time & Money

Industry Events

  • 25Jun

    2022 ASHRAE Annual Conference

    Toronto,
  • 26Jun

    SWA 94th Annual Convention

  • 09Aug

    PVF Roundtable Q3 Networking Meeting

    Houston , TX
More Events

Subscribe to our newsletters & stay updated

Subscribe & Learn More

  • Tw06 2022 cover
    Learn More
  • Pe06 2022 cover
    Learn More
  • Phc06 2022 cover
    Learn More
  • Es07 2020
    Learn More
Subscribe

More from PHCP Pros

  • Editorial Team
  • Home
  • Contact Us
  • About
  • Advertise

Follow Us

© 2022 All Rights Reserved

Design, CMS, Hosting & Web Development | ePublishing