Field and Service Operations
Customer satisfaction tracking for technical service and installation
In field services, the brand is represented by the technician who visits the customer's home. Missed appointments, problems not solved on the first visit or fees not explained in advance damage trust. Comvo measures the experience after every visit and shows the performance of the service network by technician.
Key challenges in the industry
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Appointment punctuality
Delays or no-shows without notice are the most common complaint.
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First-visit resolution
Repeat visits due to missing parts wear the customer out.
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Price transparency
Fees not communicated in advance lead to a loss of trust.
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Authorized service network
The standards of service providers working on behalf of the brand are not monitored.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Service request and appointment
- Technician visit
- Installation
- Repair and parts
- Payment and warranty
Sample survey
Customers answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- Yes / NoSingle-choice question; the selected answer can be used as a condition in rules.
- Yes / Partially / NoSingle-choice question; the selected answer can be used as a condition in rules.
- Yes / NoSingle-choice question; the selected answer can be used as a condition in rules.
Questions, scales and conditional logic are tailored to your business. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 When a job record is closed, the service software sends an event.
- 2 The customer receives a survey by SMS; the response is matched with the technician and service point.
- 3 An unresolved problem becomes a case and a new appointment is scheduled.
- 4 When the case is closed, resolution satisfaction is measured.
- 5 Authorized service providers and technicians are compared with the same criteria.
Sample alert rules
- If "Was your problem solved during this visit?" is answered "No", a case is assigned to the service coordinator with a 24-hour resolution time and critical priority; a "Partially" answer is assigned with high priority.
- If the appointment question is answered "No", the case goes to the regional service manager.
- If the fee question is answered "No", the case is forwarded to the quality team.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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First-visit resolution rate
You see jobs that require a repeat visit.
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Appointment punctuality
You track it by technician and region.
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Technician score
You measure the field team's impact on the customer experience.
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Service network comparison
You rank authorized service providers.
Key modules
- Distribution QR, email, SMS and automatic post-transaction sending Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Organization and Permissions Role and access management that fits your structure Learn More
- Reports Satisfaction (CSAT), recommendation (NPS) and effort (CES) scores Learn More
Related guides
- Measurement What Is CES and When Should You Use It? Customer Effort Score (CES) measures how much effort customers spend to get something done. Learn the question format, calculation and use in support and returns.
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
- Process How to Set Up a Complaint Management Process The steps of a structured complaint management process from intake to resolution: classification, assignment, resolution deadlines, escalation and reporting.
Frequently asked questions
Can authorized service providers be included in the system?
Yes. Each authorized service provider is a separate unit in the organization structure and sees only its own results.
How is technician information added to the survey?
The event sent with the service record carries the technician information, and reports work with this breakdown.
How do we use it without an integration?
Jobs completed each day can be uploaded with Excel to send invitations in bulk.
Let us map out a scenario for your industry together.
Share your service structure and the points where you interact with your customers, and we will prepare a suitable survey and rule set for you in a demo environment.