As we move into 2021 with the COVID-19 pandemic, customer service organizations are still facing unprecedented operational challenges. U.S. consumers remain uncomfortable with allowing service technicians into their homes, and no change is in sight despite the ongoing vaccination rollout. One thing is clear: consumers expect service companies to meet their safety concerns during this time and beyond, and these concerns are becoming critical to company loyalty in this new environment.
This survey was a follow up to identical surveys conducted back in May and October. The initial survey on customer expectations of service delivery was conducted in early May, showing a high demand for technical support alongside widespread safety concerns at the pandemic’s onset. A follow-up survey was conducted in October to identify evolving trends in customer expectations and whether remote assistance solutions remain to be extensively adopted by field service organizations. This recent survey was conducted to asses how the vaccine rollout is expected to shape consumer expectations regarding technician visits.
Demand for technical support is currently very high
Consumers are still uncomfortable with allowing technicians into their homes
Remote Assistance is emerging as a key approach for tech support during the COVID-19 crisis
The vaccine rollout is expected to shape consumer expectations regarding technician visits and affect their brand loyalty
For full access to the January Edition survey that explores how the upcoming vaccine will have an impact on consumer sentiment around service delivery, download the comprehensive report now