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The ‘Uberization’ of Service a Consumer and Supplier View

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Focus Areas

  • ClickSoftware Field Service Report 2017
  • Real-time Communication
  • The ‘Uberization’ of Service a Consumer
  • Customer Service

A new, global survey of 2,100 field service customers and 600 field service suppliers found that:

  • 59% of field service customers were most unhappy about being allocated long arrival time windows by their suppliers.
  • 51% of field service customers said that an engineer arriving late, or not at all, makes a home visit a bad experience.
  • 59% of field service suppliers were still using the telephone rather than real-time apps to update customers on the time of arrival.
  • 45% of suppliers said they are not able to communicate in real-time with their customers

Across the world, consumers all agreed that the greatest benefit of receiving real-time communication from their field service supplier was ‘not wasting time waiting for an engineer or technician to arrive.’