Surveys
The Service Council is a research organization that studies service businesses via surveys. We ask real-world questions and then construct a metrics-supported narrative that highlights key trends and behaviors in order for you to compete better and deliver exceptional customer experiences.
State of Remote Support Survey
The intent of this survey is to uncover best practices and emerging themes in the management of the remote support operation. To that end, this survey will explore the design, achievement and roadmaps across self-support mechanisms, chat support and call center support. The best person to answer this survey in your organization is someone with strategic oversight across those elements.
Key Performance Indicators & Metrics Survey
Developing smarter, stronger, and higher-performing KPIs is a must, but it can also feel like a daunting task. This intent of this research survey is to understand the leading Key Performance Indicators (KPIs) and metrics that organizations utilize to measure their service business and to understand the current attainment of leading KPIs and metrics.
Voice of the Field Service Engineer Survey
This survey delves into the world of the front-line field engineer — field service associates, agents, professionals, or technicians— through questions focusing on their tenure in field service; their thoughts on the profession; their likes and dislikes with their current role; the tools that are available to support their work; and their feelings about their company. Available year-round, this survey is available for benchmarking opportunities that allow service leaders to see how their team compares to best-in-class organizations.
Service Leaders’ Agenda Survey
The service leader’s agenda survey is intended for leaders of service businesses or for those in charge of service initiatives at other businesses.The intent of this research survey is to understand the key pressures facing organizations for the coming year; to uncover key drivers of success and to identify areas of investment and transformation in the upcoming year.
The State of AI and Service Technology survey
This survey dives into how Artificial Intelligence (AI) and service technologies are reshaping the service landscape. Topics explored include planned and current investments, strategic vision and implementation plans of these technologies.
The State of Service Supply Chain survey
The State of Service Supply Chain examines the strategic objectives, interrelationships and performance stemming from the management and flow of service parts.
The State of Remote Service and Self-Resolution Survey
This survey looks at the strategic achievements, challenges, shortcomings, current and future technology investments in the delivery of remote experiences.
The Voice of the Contact Center Agent survey
The Voice of the Contact Center Agent survey examines levels of engagement, challenges, areas of friction, career aspirations, mental health and thoughts on management of contact center and customer support agents’ day-to-day job (including call and chat support for both customers and field service engineers). Available year-round, this survey is available for benchmarking opportunities that allow service leaders to see how their team compares to best-in-class organizations.
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Survey Says…
Each quarter we survey hundreds of service professionals around the world to better understand their rapidly evolving preferences, needs, and concerns. Every voice counts. Please help us by participating in our surveys. Share the link with your team. And as a thank-you, we will share the results with you.
Lead, Share, Partner with Us
The Service Council is made up of global leaders who are actively committed to the exploration of critical topics, insights and best practices. Please join our team of professionals and experts. We’re stronger and better together.