Measuring customer satisfaction in field service only creates real value when it moves from an abstract goal to a concrete operational metric. The key question is: when and how should you measure it?
FieldCo's customer satisfaction survey module activates automatically 2 hours after a work order closes. That 2-hour delay isn't arbitrary — it's a deliberate design decision rooted in the realities of field service management.
---
Why 2 Hours Later — Not Immediately?
When a technician finishes a job, the customer may still feel the social presence of the field personnel. A "Were you satisfied?" question asked while the technician is still on-site tends to reflect social pressure rather than genuine experience.
What the 2-hour delay achieves:
- The technician has left the scene. The customer can now evaluate independently, without any implicit social obligation.
- The product has been used. The customer has had time to verify: is the air conditioner cooling? Is the machine running? Was the installation correct?
- Emotional intensity gives way to realistic assessment. The stress or excitement of the service moment has settled; the customer now has a clearer, more objective perspective.
The result: more reliable data, more meaningful feedback.
---
How Is the Survey Delivered?
The moment a work order is closed in FieldCo, a timer starts. Two hours later, an SMS is sent to the customer's registered phone number and an email to their address. Both messages contain a short, single-tap survey link.
When the customer opens the link, they see:
- Service details (customer name, reference number, device, model, fault description)
- 3 rating questions
- A free-text comment box
!FieldCo customer satisfaction survey screen
---
The 5-Point Emoji Scale
Survey questions are answered with an emoji scale rather than text options. From left to right — angry face to loving face — the scale reads:
| Emoji | Score | Meaning |
|-------|-------|---------|
| 😡 | 1 | Very dissatisfied |
| 😟 | 2 | Dissatisfied |
| 😐 | 3 | Neutral |
| 🙂 | 4 | Satisfied |
| 😍 | 5 | Very satisfied |
The emoji scale is chosen for its simplicity: customers who don't want to read through forms can understand the options at a glance. Completion rates are noticeably higher than traditional text-based surveys.
Three criteria are rated:
1. Service speed — How quickly did the appointment and response process move?
2. Installation / repair quality — Was the job completed fully and correctly?
3. Technician behaviour — Was the field team courteous and professional?
---
Where Do Results Appear?
Once a customer completes the survey, results flow into FieldCo reports instantly:
- The survey score for each customer appears in the work order detail
- Average satisfaction scores can be tracked per technician
- Managers receive automatic alerts for low-scoring jobs
- Periodic reports analyse satisfaction trends and customer comments
This structure lets a service manager quickly identify a problem region, a technician attracting complaints, or recurring fault types causing dissatisfaction.
---
What Does a Satisfaction Survey Add to Your Operations?
A steady, automated flow of satisfaction data delivers several critical operational advantages:
Real-time quality control: Every service is measured without the need for field audits.
Technician motivation: Field teams work more carefully when they know customers are evaluating them. High scorers stay motivated.
Customer loyalty: A customer whose feedback is received — and acted on — is more likely to choose the same provider next time.
Data-driven improvement: Which service type has the lowest satisfaction? Which region has the most complaints? These questions are now answered by systematic data, not personal observation.
---
Frequently Asked Questions
How many hours after the service is the survey sent?
The survey is automatically sent to the customer via SMS and email 2 hours after the work order is closed in FieldCo.
Why not send it immediately?
Surveys sent while the technician is still on-site prevent the customer from making an independent, objective evaluation. The 2-hour delay ensures both that the technician has left and that the customer has had a brief chance to use the product and form a genuine experience.
Is participation mandatory for the customer?
No. The survey is voluntary. Customers may choose not to click the link.
Where can scores be seen?
In the work order detail, on the technician profile card, and in the satisfaction reports.
What happens if I receive a low score?
Survey results below a set threshold trigger an automatic notification to the service manager, so problem situations are caught quickly.
Is the comment section required?
No. The comment and suggestions field is optional. Customers can complete the survey with just the emoji rating.
Field service software features and pricing →