ISS 2020 Vision Future of Service Management | Page 125

12. What are the most important attributes in achieving service outcomes?
(Please select your top 3 choices)
Hiring and retaining the right service staff
Strong and clear communications
13%
12%
Solving problems and addressing challenges
9%
Responding in timely manner
Accuracy and relevance of outcomes
Providing experiences during service interactions
17%
18%
15%
15%
Ability to respond to changing needs
Proper employee training
34%
14%
17%
17%
15%
16%
12%
12%
5%
16%
10%
5%
6%
8%
#1 in %
#2 in %
#3 in %
4%
4%
4%
Providing experiences during service interactions
22%
Accuracy and relevance of outcomes
17%
Strong and clear communications
16%
Solving problems and addressing challenges
14%
Ability to respond to changing needs 10%
Responding in timely manner 10%
Proper employee training
Hiring and retaining the right service staff
7%
4%
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