Thank you for your participation in The Service Council's service management research. The purpose of this survey is to understand how organizations are looking to replicate Uber or Amazon like consumer experiences in their service and information delivery strategies. To that end, we will look into investments being made by organizations to improve the experience for customers tied to:
- Service-oriented communication (connecting with the service organization)
- Information access (self-service information, mobile information)
- Engagement during service delivery
Note: While some of this functionality might not be in place currently, we are eager to learn about your plans throughout the survey. We encourage you to participate even if you don't have mobile or messaging or other capabilities in place.
This survey is best intended for someone in customer experience and will take approximately 10 minutes to complete. There are five primary sections:
1- CEx Assessment
2- Portals
3- Mobile applications
4- Messaging as a communications channel
5- Messaging around field service events
Results of the survey will be made available (in summary form) to all survey takers and to the TSC's membership in December 2016-January 2017.
