Partner Article

Customer satisfaction remains top priority in service businesses

Customer satisfaction remains the top priority for UK service-led businesses, research from Trimble suggests.

The study, ‘The Road Ahead - The Future of Field Service Delivery,’ was conducted to find out what strategic priorities organisations were giving their managers.

The report suggests customer focus is more important than cutting costs, with just 36% of respondents indicating that cost reduction was a focus.

Workforce productivity was also indicated as a key priority and investment in initiatives to achieve improved service delivery as a result.

Trimble suggest that these trends reflect how field-based workforces are now being perceived by the Board, moving away from operational necessity to one of important strategic value.

Unsurprisingly, sustainability is becoming increasingly important, as two thirds of respondents felt sustainability will have a significant effect on their future business plans.

Mark Forrest, general manager of Trimble’s Field Service Management Division, said: “The report demonstrates that enterprises are becoming increasingly customer-centric in the field services industry.

“In spite of worries surrounding fuel prices and operational costs, businesses realise the need to deliver the best service possible to stay ahead.

“There is no question that every organisation must adapt to meet customers’ changing service delivery expectations and understand the impact this can have on the business, both from a financial and operational perspective.

“It’s encouraging to see businesses embrace worker safety and sustainability as integral aspects for future service delivery excellence.”

This was posted in Bdaily's Members' News section by Tom Keighley .