Quality Service Means Getting It Right First Time

“Do it once, do it right” sounds like stating the obvious. But how many times have we personally experienced a service technician who’s lacking the right information, or who doesn’t have the right parts?

Effectiveness is a key contributor to successful service performance and customer satisfaction, yet it’s sometimes hard to come by.

Inefficient service has a double effect – it costs manufacturers resources and money and irritates customers. The opposite is clearly a win-win. Cost reduction for manufacturers directly increases customer satisfaction and retention.

There’s room for improvement in this area. A recent study looking at service efficiency shows a first-time fix rate of 80 percent and a 25 percent chance that required parts are not available or wrong parts will be delivered.

According to Aly Pinder, a senior researcher at Aberdeen Group, top-performing service organizations fully embrace the “do it once, do it right” motto and work every possible angle. They ensure the right service person arrives at the right location at the right time with the right tools, information and service parts. And they make sure to fix the problem right the first time every time.

Increasing service performance directly increases customers’ satisfaction. A quickly solved problem means less downtime and higher profits.

Download our eBook to learn more about the best ways to plan your service strategy.

Related Articles:

This entry was posted in Service Leader and tagged , , . Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s