Survey: consumers want more visibility from service fleets

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Updated Jan 24, 2019

Verizon Connect mobile app

A new consumer survey by fleet management software company Verizon Connect shows where technology is headed for mobile contractors and service fleets such as plumbers, electricians, HVAC and lawncare providers.

Time is top of mind for consumers during service events, and 65 percent of respondents cited viewing their service provider’s estimated time of arrival as the most important feature on a service provider’s mobile app.

Thirty two percent want to see their provider’s live location on a map.

Consumers also listed notifications of job status (54 percent), viewing online billing (44 percent), rating and reviewing their service provider (41 percent), appointment rescheduling (34 percent) and the ability to make on-the-spot payments (30 percent) as important features of a service provider mobile app.

“In today’s connected world, we have gotten used to instant gratification — we want live notifications from all our on-demand services — from food delivery to ride-sharing. Our research revealed consumers are also holding service providers to similar standards,” said Jay Jaffin, chief marketing officer at Verizon Connect.

Verizon Connect says it offers a full suite of fleet and mobile workforce management software for commercial customers of any size.

The Verizon Connect Survey was conducted by Wakefield Research among 1,000 U.S. adults, ages 18 and older, between November 5 and November 8, 2018, using an email invitation and an online survey.

The survey looked at U.S. adults to reveal their biggest fears around needing service providers as well as their expectations when they hire them.

Notably, 24 percent of Americans would sacrifice a victory for their favorite sports team if it meant they could avoid the stress of frozen pipes, a faulty furnace or cable TV outage, or other unplanned service call.