ServiceSource’s Service Survey, Part II

Everything you need to know about service technicians

By Paul MacDonald, ServiceSource

The results are in from AVB’s latest ServiceSource Service Survey.

Based on a comprehensive member poll, this extensive study offers invaluable insights into the latest trends, customer preferences and industry benchmarks shaping the future of service excellence.

In this second of a four-part series, we examine every aspect of perhaps the most critical aspect of your service operation: your service technicians.  (The complete survey results will be available in the Backroom.)

So whether you’re a service manager, business owner or industry professional, these findings are essential for staying ahead of the curve, delivering exceptional customer experiences and gaining a competitive edge by leveraging the report’s data-driven strategies and best practices.

Part II: Service Technicians

1.         Uniforms

 The commitment to professionalism and brand representation among BrandSource service technicians is evident in the latest statistics. Notably, 66% of these technicians have company-provided uniforms, ensuring a cohesive and professional appearance while serving customers.

Additionally, an impressive 91% of technicians drive vehicles adorned with the unmistakable branding of their company. This commitment to consistent branding instills confidence in your company and sends a message of reliability. It is a powerful marketing tool, as these branded vehicles become mobile advertisements for your company’s sales and service wherever they go. Such attention to detail underscores your business’s unwavering commitment to professionalism, customer satisfaction and brand integrity across all facets of its operations.

2.         Technician Routes

 Approximately 79% of service technicians begin their day by departing directly to their initial service call from home, strategically bypassing the chaos of morning shop routines. This approach optimizes their time and allows for a seamless transition into their workday. By

starting from home, technicians can efficiently organize their tools and equipment, mentally prepare for the day’s tasks and promptly respond to customer requests, enhancing productivity and customer satisfaction.

This trend underscores the flexibility and adaptability inherent in modern service industry practices, empowering technicians to deliver exceptional service while minimizing unnecessary disruptions and nonproductive time.

3.         Dispatching

 Approximately 19% of service dealers have integrated third-party dispatching software such as Package.ai to streamline and optimize their technicians’ routes. By leveraging advanced algorithms and real-time data analytics, this software enables service dealers to efficiently allocate resources, minimize travel time and maximize technician productivity. Through intelligent route optimization, technicians can navigate through their daily appointments with greater ease and precision, ultimately enhancing service quality and customer satisfaction.

This adoption of third-party dispatching software underscores a proactive approach to operational efficiency and highlights the industry’s commitment to leveraging technology to drive performance improvements.

4.         Recruiting Technicians

 An overwhelming 91% of servicing members polled rely on Indeed as their primary source for recruitment. This dominance highlights the platform’s unrivaled effectiveness in connecting employers with potential candidates across various industries and job roles.

With its user-friendly interface and extensive reach, Indeed offers a streamlined recruitment experience, allowing employers to post job listings, screen applicants and easily schedule interviews. This widespread preference for Indeed underscores its reputation as a trusted and indispensable tool in the modern hiring landscape, facilitating seamless talent acquisition processes for businesses of all sizes.

5.         Training Technicians

 The training landscape for newly hired technicians is diverse, with 53% of members opting for a blend of in-house training alongside external programs like Fred’s Appliance Academy or Master Samurai Tech. This approach reflects a commitment to providing comprehensive skill development through a mix of internal expertise and specialized external resources.

Conversely, 41% of BrandSource members rely exclusively on in-house training programs, suggesting a strong emphasis on cultivating talent from within the organization.

But whether through internal initiatives or external partnerships, these methods underscore the dedication of businesses to equip their technicians with the knowledge and skills necessary to excel in their roles. This combination of training strategies highlights a nuanced approach tailored to each organization’s unique needs and priorities within the industry.

According to survey results, the average member invests approximately $10,000 in training a new-hire technician. This figure underscores businesses’ significant commitment, and commitment of resources, to ensure their workforce’s proper onboarding and development. 

Training costs encompass various expenses, including materials, instructor fees, equipment and tools. Such a substantial investment highlights the importance of nurturing talent and upholding high industry standards. By allocating these resources, businesses aim to equip their technicians with the necessary skills and knowledge to succeed, ultimately contributing to their operations’ overall efficiency and effectiveness.

The survey findings also reveal that 40% of members prioritize training service managers and customer service representatives (CSRs), demonstrating a commitment to enhancing the skills and capabilities of key personnel within their organizations. This proactive approach recognizes the critical roles played by managers and CSRs in ensuring operational excellence and delivering exceptional customer service.

On the other hand, 60% of members do not offer specific training programs for these positions. While this may suggest differing priorities or resource constraints, it also highlights an opportunity for organizations to invest further in developing the leadership and customer service competencies necessary to drive success and foster positive customer experiences.

Survey results indicate that 90% of service dealers prioritize using culture and flextime as crucial retention strategies for their technicians and employees. This finding underscores the importance of fostering a positive work environment and offering flexible scheduling options to retain valuable talent. By emphasizing a robust organizational culture that promotes collaboration, recognition and growth opportunities, businesses aim to cultivate a sense of belonging and loyalty within their workforce.

In addition, implementing flextime policies acknowledges employees’ diverse needs and preferences, allowing them to balance work and personal life commitments better. This proactive approach enhances employee satisfaction and morale and increases productivity and long-term retention within the industry.

Up Next: Part III, The Business Side of Service

Paul MacDonald, AVB’s senior ServiceSource lead, ran his own 38-tech service business and is a past president of the UASA. He currently operates The Expert Service Program, which helps servicers run their operations more efficiently and profitably. You can reach Paul at (647) 500-7785 or at Paul.m.Macdonald@brandsource.com.

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