A recent survey by leading field service management and communication platform Workiz, revealed that in order to attract and retain customers, field service businesses need to have an easy-to-use online scheduling system as well as digital payment options. With the global field service management industry expected to reach $5.9 billion by 2024, the takeaways from this survey are crucial for field service businesses to continue to remain relevant amongst their competition.
The trend towards online scheduling and bookings in the field service sector can be linked to the on-demand and seamless tech preferences of Millennials and Generation Z. With 63% of Millennials beginning their customer service interactions online and 50% of Gen-Z using digital wallets monthly, the importance of smooth online customer service and digital payments is more important than ever.
The Workiz survey revealed that these tech preferences not only relate to common-place on-demand services like food delivery and ride-hailing, but also to the hiring of a field service technician, for example, locksmiths or appliance repair. Nearly 40% of consumers cite ease of scheduling as a main factor for choosing a field service business which technology is vital for achieving. Moreover, 44% of respondents prefer to schedule an appointment online and almost 35% prefer to pay for that field service digitally, while 38% of respondents would leave a positive online review of the home service provider if the scheduling system was easy-to-use.