A recent study by Software Advice surveyed residential service customers to determine how they use online-review sites to select residential service companies.
“In an age where online-review websites allow customers to share their opinions with the masses, residential service providers must do all they can to provide memorable customer experiences that encourage positive feedback,” the report notes. “Field service management functions (such as) work order histories and intuitive scheduling and dispatching can have direct impact on customer service. But there’s still the question of how customers share their experiences with others online, and what effect these reviews have.”
Key findings in the report include:
- Eighty-six percent of respondents would pay more for a residential service provider with higher ratings and reviews;
- A majority of respondents (68%) say they find online reviews to be “extremely” or “very valuable” when evaluating residential service providers;
- The most important information respondents look for in online reviews is the quality of service provided (87%) and cost (78%);
- Fifty-six percent of respondents say they used online resources to find their most recent residential service provider; and
- The majority (74%) of respondents consult Yelp when selecting a residential service provider.
The study results indicate that owners of residential service businesses should claim their free business profile on Yelp and other review sites. They also need to actively monitor and communicate with their reviewers, both positive and negative. In addition, business owners should consider integrating field service management software that connects all facets of their business, the report notes.
Read the entire report at http://tinyurl.com/mn9jl2e.