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7 Secrets to Improve the Customer Experience in the Field

Improving the customer experience in the field begins with higher-quality resources for frontline technicians, according to new research from Jones/NCTI. Technicians say access to the right information directly impacts the quality of service they are able to provide in customers’ homes and businesses.

64% of technicians who participated in a recent Jones/NCTI survey indicated better information access leads to an enhanced customer experience, while 57% say information that’s reliable and easy to find would support faster completion of each service call.