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How to measure your field service quality?

Field service quality needs to be measured, as it enables a business know whether it’s adequately satisfying the needs of customers. The best approach to this is to ask the customer whether the services were up to their expectations. Since field services are qualitative, the best approach is use of questionnaires, interviews and user reviews. A business needs a good approach to obtaining information from customers, because ambiguous questions may end up with the wrong answers. The reliability of information obtained from customers is highly dependent on the approach used. If a business does not have personnel that can carry out this exercise professionally, then seeking services of a professional is the best alternative. The following are some methods that can be used to measure the quality of a business’ field service quality:

• Social media

Social media is the newest trend in sales and marketing, and businesses are now actively engaging their customers through it. Research indicates that customers are likely to give genuine feedback on a service provided if given chance to do it through the social media, than other means. Reason being, people use social media at their own will and can in no way be forced to respond, and the ability to anonymously give feedback through the social media. The major advantage with the social media is that it can be used to gather information from a large number of people, without having to spend a lot of resources. A business will then need software through which they can utilize the information given on the social media.

• Questionnaire

Questionnaires are best for carrying out surveys despite the fact that they are one of the most expensive survey methods. A business can effectively measure the quality of their services by carrying out a survey on its customers. Using a questionnaire requires professionalism, in that the response depends on the structure of the questionnaire, and ability of staff to convince customers to participate in the survey. A business needs skilled personnel and software to create excellent questionnaires.

• Feedbacks

Another excellent measure of the quality of a business’ field service is providing platform where customers provide feedback upon receiving services from a business. A good platform can be provided only if the business uses the right software in its creation.

• Interviewing

Conducting interviews is also very effective in determining the level of satisfaction customers derive from field services provided by a business. Higher level of satisfaction implies high quality field service and the vice versa. Interviews can only be conducted if a business uses the right software application to plan and schedule the interviews.

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