Listening and Doing: Field Asset Services Leverages Customer Feedback to Boost Loyalty and Implement New Processes

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Mortgage field services leader utilizes input from net promoter surveys to strengthen and enhance company’s approach to customer service.

One of our core philosophies at FAS is to always treat our customers in a way that we ourselves would want to be treated. The Net Promoter surveys allow us an opportunity to apply this Golden Rule approach in a valuable way.

Field Asset Services (FAS), the nation’s leading provider of pre-foreclosure, REO and renovation field services to the mortgage servicing industry and residential housing investors, is turning to its customers—businesses and individuals on the front lines of field services—for guidance on the company’s approach and processes related to the services it delivers.

In recent months, FAS began using Net Promoter® surveys to acquire feedback from customers on how well the company was performing in terms of customer service. Net Promoter surveys focus on one key question—How likely is it that you would recommend a company to a friend or colleague?—which results in a Net Promoter Score (NPS) indicating a customer’s degree of loyalty.

With NPS scores and other input collected from more than 600 FAS customer representatives, the company implemented new processes to address areas related to customer service that were identified as needing improvement. Through some of the program elements such as discovery, planning and training, FAS has successfully engaged the individual employee to improve every customer experience. Within 30 days of receiving the first wave of NPS customer feedback, FAS implemented:

  •     New pricing and bid format standards, providing asset managers with a cost-efficient, higher quality and more consistent response to requests.
  •     Enhanced Broker relationship development, communication and information sharing to produce more effective delivery of services.
  •     Newly developed internal training sessions to enable more informed decision making and better handling of customer situations by FAS team members.

“One of our core philosophies at FAS is to always treat our customers in a way that we ourselves would want to be treated,” said Dale McPherson, president and CEO of Field Asset Services. “The Net Promoter surveys allow us an opportunity to apply this Golden Rule approach in a valuable way by asking our customers for the truth, listening to what they have to say about what’s working and what’s not, then taking action to improve any of our customer service processes that may need attention. It’s also helpful for maintaining our integrity as a company and continuing to operate in a way that’s open, straight-forward and compassionate. We only succeed when our customers succeed and when they’re fully comfortable in their relationship with us.”

About Field Asset Services

Field Asset Services (FAS), a subsidiary of FirstService Corporation (NASDAQ: FSRV), is the premier Property Preservation, REO Maintenance and Repair Services company in the United States, servicing more than $10.8 billion in residential assets on behalf of its clients. FAS works with 30 mortgage and asset management clients nationwide, servicing more than 130,000 active properties on a recurring basis. For more information about FAS, please visit http://www.fieldassets.com.

About FirstService Corporation

FirstService Corporation is a global leader in the rapidly growing real estate services sector, providing a variety of services in commercial real estate, residential property management and property services. As one of the largest property managers in the world, FirstService manages more than 2.3 billion square feet of residential and commercial properties through its three industry-leading service platforms: Colliers International, one of the largest global players in commercial real estate; FirstService Residential Management, the largest manager of residential communities in North America; and Property Services, one of North America’s largest providers of property-related services delivered through franchise and contractor networks.

FirstService generates over $2.3 billion in annual revenues and has more than 23,000 employees worldwide. More information about FirstService is available at http://www.firstservice.com.

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Thomas Aitchison
Field Asset Services
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