Improving customer service is an ongoing issue for field service businesses but a new study from AberdeenGroup has found that best-in class field service organizations are leveraging performance analytics to launch new initiatives and augment existing ones.

The report, ‘Secrets to Optimize Field Service for Better Customer Experiences’, written by Aberdeen analyst Aly Pinder, revealed that top performers exceed customer expectations and service level agreements in their efforts to retain customers, and that customer satisfaction is a leading contributor to their success.

Streamlining service in the field and improving efficiency are key objectives of today’s executives, the report stated. Customer experience is a top priority, and organizations are leveraging analytics to drive quality and enhance these customer interactions. More than 50% of the organizations surveyed say they use performance data to evaluate the effectiveness of their service. Solving the customer issue is the driving goal, with resolution imperative to maintaining a healthy relationship.

The field service organization traditionally has been evaluated based on operational metrics such as workforce utilization and overtime costs. This model worked best when field service pursued a break/fix strategy but is no longer the only path to service differentiation and success.

Customer experience must now be at the focus of the entire service operation’s strategy, the report stated.

Organizations that meet 80% of their customer service requirements for issue resolution on average retain 12% more customers than those that meet only half of their customer requirements.

With service a key factor in customer loyalty and a leading indicator of field service success, it is critical that companies deliver on what they’ve promised, when they’ve promised it. For businesses with mobile workers in the field, it becomes even more important to achieve excellence in delivering services.

For a copy of the report or to find out more about Trimble field service solutions, visit