Customer Readiness & Satisfaction Forms

THE PROBLEM

Many organizations struggle to understand what is happening on a customer site until a technician is physically present. Without this visibility, there are often gaps in information that lead to wasted resources and time.

• Site visibility
  Limited visibility into site preparedness is a continuous gamble. At best, it means guessing if a site is prepared for a service call. At worst, a technician could arrive to a site only to discover that it isn't ready for the work that needs to be completed. In this scenario, the sunk opportunity cost has real consequences. Time is lost, a return visit becomes necessary, and the technician's time could have been better spent on a different job.
• Customer visibility
  Imagine a scenario where a customer who had a negative experience provides feedback for a completed job months after the fact. This stale data is too little too late. Due to their bad experience, the customer has already considered a competitive service offering and is on the cusp of changing service providers. This information should have been captured earlier, but the customer wasn't given an opportunity to voice their concerns or have them addressed.