Telecom technicians should be more than just technically capable. According to a new telecom technician satisfaction study from J.D. Power. Being on time is also key – and companies with the highest technician satisfaction scores are those that use a combination of channels, including web, mobile, and social media.Telecom Technician Satisfaction
Among the factors that customers consider to be the most important, according to the report:
- Timeliness: Overall satisfaction is much lower among customers whose technician arrived early or late (750 on a 1,000-point scale) than when their technician arrived on time (874). Customers who receive an advanced notification are much more likely to say their technician arrived on time than those who did not receive a notification (92% vs. 73%, respectively).
- Electronic Notification: Scheduling appointments and conducting other business via the phone is definitely old-school and not preferred by today’s customers, even though the most common means of scheduling service is still the phone (83%). This results in the lowest satisfaction score (765), while scheduling an appointment through a provider’s website or mobile app results in the highest scheduling satisfaction with scores of 845 and 831, respectively.
- Mobile Apps Are Winners: Customers who use their provider’s mobile app are considerably more satisfied with their scheduling experience (876) than those using e-mail (836); text message (809); phone representative (799) or automated phone system (795).
“Service technicians are critical front-line ambassadors for their brand, but securing high customer satisfaction with the service experience requires a lot more than just a capable technician,” said Ian Greenblatt, J.D. Power managing director, in a prepared statement. “The brands that are most effectively managing the in-home service customer experience are communicating in advance with customers across multiple communications platforms. They make it easy to request service, accurately project the technician arrival time and follow up to address outstanding issues. Doing all of this well requires an enterprise-wide commitment to service.”