Gartner Research

How to Manage Feedback in Field Service

Published: 26 January 2017

ID: G00319886

Analyst(s): Jim Robinson , Jim Davies


A field service organization's customers expect the organization to take action on all feedback, even if it is not provided directly or through standard channels. Application leaders in field service can use this research to align their field service organization to the voice of the customer.

Table Of Contents
  • Key Challenges



  • Discover the Defining Moments on the Customer and Technician Journey, and Map Them to Suitable Feedback Methods
  • Connect Your Feedback Methods With Those of Other Groups
  • Identify the Tools and Channels Best Suited to Capture New and Actionable Insights

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.