The ‘Uberization’ of Service a Consumer and Supplier View
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.’