With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery. Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits. Now, several months into the pandemic, we thought we would take a second look to see if time or adaption to the new normal had shifted what customers expect during COVID-19 from service providers.
Service delivery companies are busier than ever. Just under half (45%) of U.S. consumers required technician assistance during the computer science engineer salary pandemic. This is a substantial increase from an identical survey conducted in May 2020 when 37% of consumers required technician assistance.
Although not as guarded as back in May when 75% of consumers said they were cautious about technician visits, the latest survey still found that 61% of consumers did not want technicians around their homes unless strictly necessary. One in eight (13%) consumers said they would not allow entry to a technician under any circumstances.
Sometimes there is no choice but to schedule an in-person service call. When necessary, customer expectations for service remain high and are very similar to the earlier survey data. 60% expect companies to fix issues during the pandemic as quickly as before. A majority (56%) expect the technician’s visit to be as short as possible, and a half (48%) would allow only one technician to enter their home. At least two-thirds of consumers want companies to take extra technical support safety precautions, such as protective equipment (80%) and six-foot social distancing (68%), even if the visit costs them a bit more.
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