ISS 2020 Vision Future of Service Management | Page 127

15. What areas in Service Management have the biggest potential for improvement towards 2025?
(Please select your top 3 choices)
Customer experience
15%
14%
13%
Service culture
14%
Service quality
15%
Relationship management
12%
10%
Service experience
Service design
14%
16%
13%
14%
9%
12%
7%
14%
#1 in %
#2 in %
#3 in %
10%
9%
Customer experience
16%
Service quality
15%
Service culture 14%
Service experience 14%
Relationship management
13%
Employee engagement
Service design
Service operations
18%
10%
8%
8%
Employee engagement
Service operations
21%
13%
14%
11%
9%
8%
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