Why First Time Fix Rates Don’t Reflect Customer Satisfaction
The way organizations provide service today is not in tune with customer expectations. Even for companies with an average FTF rate (75%, according to Aquant’s 2022 Service Intelligence Benchmark Report), one in every four jobs requires at least one repeat visit. Join our panel for best practices on how to understand and meet customer needs on their terms, not yours.
Go beyond traditional KPIs to elevate your service performance.
On January 19 at 8:30 am ET/ 2:30 pm CET, join Aquant and Hologic for an interactive and informative session. We’ll:
- Reveal 2022 service performance benchmarks, based on more than 6 million work orders
- Explore the opportunities and limitations of gauging your service organization’s effectiveness using average KPIs
- Learn how Hologic’s transformation plan hinges on unlocking service insights that go beyond KPIs to understand the true cost of service and barriers to success
- Explore strategies to empower your whole team (new hires and veterans) to deliver exceptional customer experiences with data-driven experiences
Sidney is an industry principal with extensive service experience in new product development, product support, and field service operations. He is a visionary leader who embraces change and leverages data to make sound business decisions.
Pierre is an accomplished healthcare industry executive with 25+ years’ experience in medical imaging, Customer Success, and Operations. In partnership with the executive management team, Pierre creates best in class teams and has enabled increasing organizational capacity through streamlining complex processes and enabling a customer success mindset. Prior to joining Hologic Pierre served as a Hospital Imaging department manager focused on contract administration, vendor compliance, and as capital equipment advisor to multiple Imaging departments. In his current role, Pierre is focused on driving for excellence in Field Service through team transformation and creating a customer focused foundation across the organization leading to targeted and effective results.
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