cost per unhappy field service technician
Revenue/employee-hr: Idle times, accidents, reworks, and lower productivity (> EUR 30'000/year).
Attrition costs: Recruiting and training (>EUR 20'000, depending on skill-level).
SLA misses: Lower fulfillment-rate, missed SLA, canelled orders due to labor-shortage/inefficient processes.
Field service technicians also influence directly the customer experience through the service they provide and their customer interaction.
Unmotivated employees can cause lost customer-lifetime-value because of unfriendly or unmotivated customer experience.
Productivity loss, Lost revenue opportunity from unsatisfied customers come on top of costs for recruiting and training that come with employee turnover.