“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.
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