Want to know the number one customer complaint in field service? An Aberdeen Research survey “First-Time Fix: A Metric That Drives Success” found that 61% of customers complained that techs did not resolve their issue the first time; this percentage was higher than complaints about waiting times for an appointment or technicians not arriving on time.
Competition is higher than it’s ever been for field service organizations, so it’s important that technicians feel empowered. From the very first time they show up on site, they should be equipped with field service software and the mobile tools necessary to know everything from customer history to where to get replacements parts to steps on fixing problems for certain machines. Customers are no longer satisfied with a tech arriving and checking out their problem, but then not sticking the landing with a first-time fix. This type of unsatisfactory service could mean losing customers who need their machines to have very little downtime for their business to be profitable.
Here are a few reasons why first-time fixes drive success in field service:
More Customer Satisfaction and Revenue
For field service organizations with first-time fix rates above 71%, the goal of field service is to increase customer satisfaction; it’s a top priority of 66% of Aberdeen’s survey respondents compared to 46% of those organizations with first-time fix rates below 70%. The second goal is increased revenue according to 60% of organizations with high first-time fix rates vs. 38% of the lower performing organizations.
To satisfy more customers and build more revenue, field service technicians must have access to mobile tools so that they can have the history, insights, dynamic checklists, and invoicing capabilities that mobile field service software makes possible. Field service mobility also means customer data can be collected on-site or remotely for predictive maintenance. All of these tools put the customer first and will increase the customer’s uptime, which is what customers are most concerned about.
More Growth in Your Service Organization
First-time fixes are the key to helping your field service organization grow. Companies with first-time fix rates above 70% have KPIs at 84% or above in areas including customer retention, SLA compliance, customer satisfaction, and asset uptimes; that’s 10 percentage points higher than organizations with lower first-time fix rates.
This means that the service your techs provide today will directly influence your organization’s future possibilities for customer growth. Furthermore, return customers and more service revenue from new contracts are directly related to first-time fixes.
CSOs Help Increase First-Time Fix Rates
When it comes to planning and implementing a strategy for first-time fixes, having a Chief Service Officer (CSO) plays a crucial role in doing so effectively. Field service organizations need a leader who can take ownership of the strategy and engage with employees. And 65% of companies that are in the top percentile for first-time fix rates, have employed a service executive who is in charge of allocating resources. The person with this leadership role helps employees value delivering great service to customers using the CSO’s strategy.
The CSO is the leader who can help ensure that field service techs are given the tools and skills training needed to execute first-time fixes on a technical level. However, the CSO must also instill a sense of engagement with the field techs, because if they do not buy into the CSO's strategy, then your organization won’t be as successful as it could be in delivering first time-fixes.
To get more information about increasing first-time fix rates, we suggest to download this report from Aberdeen group. The report explores the impact that first-time fix rates have on the customer experience and profitability for service organizations and manufacturers.