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What sort of impression of your organization are your on-site
technicians and field engineers creating when they visit a
client’s site?
- Speed of initial response
- On-site technician's preparedness with the proper test
equipment and parts
- Time to successful completion of service
- Thoroughness of service
- Quality of explanation of service
- Quality of documentation of service
- Satisfaction with loaner unit, if applicable
- Quality of problem escalation management
- Courtesy and professionalism of on-site staff
- Flexibility to conduct on-site service at the time and
in the way customer prefers.
Other questions and variables let you measure performance
down to the product, region, team, customer, customer service
rep, or agent level.
See also Service &
Support Solutions Overview
 
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