1、1|The 2023 Field Service Benchmark ReportMeasure What Matters:The 2023 Field Service Benchmark ReportGet insights into the state of field service.See how organizations responded to significant challenges such as economic uncertainty,inflation,widening workforce skills gaps,and increased client deman

2、ds.EBOOKThe 2023 Field Service Benchmark Report|2Table of ContentsPart 1:IntroductionPart II:Service Benchmarks Across 5 Key KPIsPart III:Industry Snapshots:The Workforce Skills GapPart IV:The Way Forward0409150308141805101606111707121319SummaryFTFR:First Time Fix RateSummaryKey FindingsCPR:Cost Per

3、 ResolutionHigh-Performing and Low-Performing OrganizationsService at a GlanceMTTR:Mean Time to ResolutionHigh-Performing and Low-Performing TechniciansThe Formula to Boost ServiceHow We Compiled the DataMTBV:Mean Time Between VisitsMTBF:Mean Time Between Failures3|The 2023 Field Service Benchmark R

4、eportPart I:IntroductionThe 2023 Field Service Benchmark Report|4Is COVID-19 over?The answer is up for debate,but The Next Normal is here.And with it comes another level of business reality:economic uncertainty.The signs are glaring:service costs have increased by as much as 7%from last year.The cos

5、t of parts has surged due to supply chain shortages.Labor costs are continuing to rise.And with experienced technicians retiring sooner than a new wave of younger,equally-knowledgeable workers can replace them,the skills gap is steadily increasing.This has led to uncertainty across the industry.One

6、of the top questions that service leaders are grappling with today is,“What steps should I take to improve service outcomes while managing costs?”Companies cant control a potential recession or make themselves immune to its effects.But service leaders can control their responses and set their busine

7、sses up for success,even as economic indicators fluctuate.In times of crisis,its easy for organizations to default to old habits like broad-based cost cuts that impact multiple departments or projects.As companies prepare for the Next Normal,those that embrace modern,data-backed approaches will ensu

8、re a path to success.Service leaders need practical tools to measure their workforces performancefrom technicians to parts usage.They need a visual way to spot inconsistencies,start revamping their business models,and invest in initiatives that will make a long-term impact to their business.Its time

9、 to rethink how the service industry defines“making an impact”this time by investing in key tools,such as AI,that enable business leaders to make data-backed decisions that result in the biggest ROI.When service leaders have a birds eye view of their organizations true landscape,they can begin to se

10、e where their business model is workingand where it needs adjustment.This makes it possible for field service organizations to survive hardships and thrive in a post-crisis world.5|The 2023 Field Service Benchmark ReportIn our analysis of this years data,we learned:1.The service industry is picking

11、up again as businesses move into a“post-pandemic”phase.However,there is still a shortage of experienced workers as more-tenured technicians retirefurther exacerbating the skills gap between the highest and lowest performers.When coupled with rising parts costs due to supply chain shortages,businesse

12、s are facing higher service costs.There was a 5%increase in field events and a 3%increase in the number of technicians in the field.First Time Fix Rates increased by 2.3%since last year.Previously,this would have resulted in lower service costs.But service costs are up by 7%confirming inflations wor

13、rying impact.Mean Time Between Visits increased by 32%,indicating that organizations are using remote and self-service tech solutions.This creates less of a need to visit assets in the field,so companies can service more assets with fewer technicians.2.The knowledge gap continues to drive up service

14、 costs.In 2022,service organizations still faced hiring challenges,leaving the industry with tens of thousands of unfilled jobs.Some reports estimate there will be an industry-wide shortage of three million skilled trade workers in the next five years.While the cost difference between service heroes

15、(the top 20%of employees)and challengers(the bottom 20%of employees)has decreased slightly from previous years,its still high.On average,bottom performers cost organizations 67%more than top performers.In addition,the variance between top-and bottom-ranking companies has increased.Reducing the skill

16、s gap is more important than ever.Companies with healthy field service operation practices are able to improve their metrics over time because theyre measuring their progress in a helpful way.They are also using the data to inform necessary investments in people,processes,and technology that can sol

17、ve service issues.If organizations hesitate to make changes now,they are risking greater economic impact in the long term.3.Service organizations cant control parts costs.But they can focus on areas within their control,like managing their workforces performance.With the correct tools under their be

18、lt,organizations can prioritize:Closing the skills gap by hiring new techs and getting them ramped up faster.Reducing parts shotgunning by determining the best and most cost-effective part for the fix.Solving equipment failures on the first visitas opposed to making quick,short-term fixes that addre

19、ss symptoms but not the root cause.Adopting a laser-focused approach to spending by reallocating resources and cutting costs where necessary.Key FindingsThe 2023 Field Service Benchmark Report|6Mean Time Between Visits increased over the last year,primarily due to service organizations continuing to

20、 use remote tech solutions initially adopted during the pandemic.This type of technology empowers customers to address minor issues themselves through simple,self-service solutions.It also enables organizations to diagnoseand even repairissues without the need to send a tech on-site,thus reducing ti

21、me and costs.Tip:In addition to focusing on improving First Time Fix Rates,organizations should also seek to further increase the time between visits as another way to keep service costs in check.The OpportunitiesThe insights in this report,gleaned from actual service data,provides a path to service

22、 improvements through a multi-step process.Identify your organizations core service problems by better understanding the patterns in your service data Obtain a comprehensive understanding of whats working and whats ineffective in your organizationthen allocate your resources as needed Use data patte

23、rns to drive actionable service recommendationsfor management-level decisions and in-the-field fixes,all of which trickle up into the customer experience Make more informed workforce training and hiring decisions to shrink the skills gap+3.58%+7.01%+2.72%+2.34%+32.06%Number of EventsFirst Time Fix R

24、ate(FTFR)Mean TimeBetween Visits(MTBV)Cost Per Resolution(CPR)Mean Timeto Resolution(MTTR)Changes in Percentage from 2021-2022Service at a Glance7|The 2023 Field Service Benchmark ReportAquant gathered and analyzed real,anonymized service data from more than 110 leading service organizations.This re

25、port measures data from before an organization deployed Aquants AI solution.The report measures:113 organizations,including service divisions within OEMs and third-party service organizations across manufacturing,medical devices,capital equipment,HVAC,commercial appliances,and more More than 16.2 mi

26、llion work orders More than 125,000 technicians Over$8.1 billion total in service costs An average of 3.8 years of service data per companyThe data was analyzed using Aquants Service Intelligence Platform,which includes Service Language Processing(SLP),a unique engine designed to read service langua

27、ge and identify observations,symptoms,and solutions described in free text.With this technology,Aquant digs into data ranging from CRM and parts inventory to service tickets,handwritten records,and other information that lives in the minds of subject matter experts.Our method of SLP allows us to dra

28、w out patterns and recommendations based on raw data.How We Compiled the Data“We have to find different ways to scale with fewer technicians and limited availability.Equipment is getting more complex,and we have to get techs up to speed.We need to capture the knowledge of the retiring generation and

29、 pass it to incoming technicians,creating opportunities for new techs with fewer skills to come in and still be very successful.The goal is to develop a system where we can provide knowledge to our technicians and empower them to do a great job.We want to hire really great people and train them with

30、 the information and knowledge that weve built so that they can go out and be successful.If we can find great,diverse people with excellent backgrounds that can really talk to customers,the customer experience will deliver the knowledge.”Joe Lang,Vice President of Service,Comfort SystemsWATCH THE FU

31、LL VIDEO NOWThe 2023 Field Service Benchmark Report|8Part II:Service Benchmarks Across 5 Key KPIs9|The 2023 Field Service Benchmark ReportFTFR -First Time Fix RateWhat is it?First Time Fix Rate is one of the most popular metrics for workforce measurement.It indicates how often a technician can fix a

32、n issue on the first try.In this report,we are measuring the FTFR of field visits in a 30-day window.Key Observation:First Time Fix Rates have increased by 2.3%from last yeara positive sign for the service industry.But other rising costs are diminishing the economic benefits of increased First Time

33、Fix Rates.Tip:Did you know that a failed first visit leads to an average of 2.75 total visits to resolve the service issue,as well as adding approximately 13 days to your Mean Time to Resolution?To keep First Time Fix Rates on track,prioritize closing the skills gap.Successful organizations have bri

34、dged their skills gap and improved First Time Fix Rates by:Upskilling the workforce:Hire technicians and get them up to speed faster with the help of tribal knowledge,applicable coursework,and more.Reducing parts shotgunning:Select the right parts for fixes on the first try.Getting things right the

35、first time:Solve all issues reactive and proactive in one visit by giving technicians access to best practices,user-generated tips,and manuals when they are out in the field.Dont confuse First Time Fix Rates with successful job completion!Companies that measure FTFR in 7-day or 14-day windows are se

36、tting the stage for a wide experience gap,which leads to frustrating customer experiences.Try measuring your FTFR in 30-day windows to eliminate false-positive rates.The 2023 Field Service Benchmark Report|10CPR-Cost Per Resolution What is it?The total amount required to close a service ticket succe

37、ssfully is known as the Cost Per Resolution(CPR).This is a bit different from other similar-sounding KPIs,such as Cost Per Truck Roll,since total CPR may include multiple visits,truck rolls,various parts,and other labor costs.Some organizations may measure Cost Per Work Order,but that metric leaves

38、out cases that always assign experts to the most complex(and expensive)jobs.Additionally,it does not account for cases where multiple work orders are related to the same core issue.Key Observation:CPR has increased over 7%in the last year,indicating that companies are likely feeling the effects of i

39、nflation.Tip:Before tracking and analyzing Cost Per Resolution,take a look at how you measure First Time Fix Rates.Its easy to underestimate your CPR when you have faulty FTFR.When FTFR is tracked in time periods of less than 30 days,it results in a higher reading.This result is inaccurate as multip

40、le tickets related to the same issue are not grouped together.11|The 2023 Field Service Benchmark ReportMTTR-Mean Time to ResolutionWhat is it?Mean Time to Resolution measures the time it takes to resolve a customer issue.Typically,its the time between the case creation and closure dates.Like the pa

41、in of staying on hold when trying to resolve a personal issue,minimizing MTTR is key to increasing positive customer experiences and reducing service costs.Tip:Resolving tickets quickly and accurately is bound to improve your customer experience.Improve MTTR by:Prioritizing fast first responses:Some

42、times,cases may sit in your queue for hoursbut only take a few minutes to be resolved.If youre struggling with response times,try evaluating your queue management system,adjusting case routing,or examining your customer support strategies.Providing enough internal training:Offer your team access to

43、knowledge bases,scripts,manuals,and playbooks so that they can provide accurate fixes or answer customer questions quickly.This also reduces the time spent following up,so they can close tickets faster.Offering self-service support for customers:Embrace step-by-step help guides for easy fixes that d

44、ont require a technician on-site.The 2023 Field Service Benchmark Report|12MTBF-Mean Time Between Failures What is it?Mean Time Between Failures quantifies the average time between customer issues.Service organizations try to maximize this metric because a higher rate represents excellent service qu

45、ality and maximum uptime.Key Observation:Individual pieces of equipment may have different life cycles,but its more important to keep track of underlying patterns in machines and dispatched technicians.Tip:Experienced service heroes know how to use their time wisely when visiting a job siteand ensur

46、e that assets are working properly before leaving.This can significantly extend the time between failures.Focus on upskilling the entire workforce so every tech has the know-how to make proactive adjustments.13|The 2023 Field Service Benchmark ReportMTBV-Mean Time Between Visits What is it?Need to c

47、alculate both uptime and service performance?Look no further than Mean Time Between Visits.This measures every visit you have for an asset or customer,instead of only tracking the time between failures.Key Observation:Mean Time Between Visits is increasing,up 32%from last year.This indicates that th

48、e fixes performed are more accurateand therefore longer-lastingso technicians do not have to visit a site as frequently as before.Tip:To further reduce truck rolls and site visits,organizations should continue to invest in technology that provides remote diagnostics and remote repair.“Many of the pr

49、ograms we developed to improve First Time Fix rates were focused on improving the performance of our staff.When fixes are done correctly,it opens up field engineer bandwidth,creating more opportunities for them to respond quickly to the customer.Field engineers are no longer in a rush to move from j

50、ob to job.They can spend more time on difficult calls,increasing proficiency and knowledge,and decreasing the time needed to restore service.”Steve Chamberland,Director of Service Operations,BD BiosciencesWATCH THE FULL VIDEO NOWThe 2023 Field Service Benchmark Report|14Part III:Industry Snapshots:T

51、he Workforce Skills Gap15|The 2023 Field Service Benchmark Report15The 2023 Field Service Benchmark ReportIndustry Snapshots The Workforce Skills GapThe data shows that the skills gapalso known as the knowledge gapis one of the biggest barriers that prevent companies from achieving their KPI goals.I

52、t is also expensive.On average,an organizations lowest-performing employees cost 67%more than the top-performing employees.When there is a considerable knowledge gap,technician performance will vary,and this will trickle down into your customers experiences.When technicians are equally knowledgeable

53、 about the equipment that they serviceand up-to-date on customer preferencesthe service experience will be smoother for all involved.To determineand bridgeyour teams skills gap,it is important to look at your service landscape as a whole.Start by identifying how much of a gap exists between your sta

54、r technicians(heroes)and your underperforming technicians(challengers).Then,you can use the findings to determine the best way to allocate your resources to get them up to speed.In this report,we calculated the percentage difference between heroes and challengers across all organizations on the foll

55、owing page.We divided it into:Above-average organizations(the top 20%of companies)Average-performing organizations Below-average organizations(the bottom 20%of companies)“When I think about overcoming the challenges that we face today,I think first and foremost about talentlike having the right peop

56、le in the right role,with the appropriate training.Being more efficient on-site depends on properly-trained field service engineers.We want to ensure they have the right part,at the right place,at the right time.Predictive outcome technology helps ensure that we are sending technicians into an envir

57、onment where they are being enabled for success.”Mark Horvath,Corporate Vice President of Global Services,HologicWATCH THE FULL VIDEO NOWThe 2023 Field Service Benchmark Report|16A Snapshot of High-Performing and Low-Performing Organizations Higher-performing organizations have a better distribution

58、 of knowledge among employees.AVERAGE MTBV:35-64%difference between heroes and challengers35%difference between heroes and challengers64%difference between heroes and challengersAVERAGE MTBF:11-41%difference between heroes and challengers11%difference between heroes and challengers41%difference betw

59、een heroes and challengersAVERAGE FTFR:10-35%difference between heroes and challengers10%difference between heroes and challengers35%difference between heroes and challengersAVERAGE MTTR:10-92%difference between heroes and challengers10%difference between heroes and challengers92%difference between

60、heroes and challengersAVERAGE CPR:16-164%difference between heroes and challengers16%difference between heroes and challengers164%difference between heroes and challengersTop-Performing CompaniesLow-Performing CompaniesDid you know?Boosting your average-performing employees closer to your top perfor

61、mers would decrease service costs by 13%.But if everyone had the knowledge and skills to perform like the top 20%of the workforce,service costs would be reduced by 21%.16The 2023 Field Service Benchmark Report17|The 2023 Field Service Benchmark Report17The following is a snapshot of the workforce as

62、 a whole.The Skills Gap-A Snapshot of Individual TechniciansCHALLENGERGREGFIRST TIME FIX RATE:61.88%MEAN TIME TO RESOLUTION:5.86 DaysCOST PER RESOLUTION:$1,116.64FIRST TIME FIX RATE:80.37%MEAN TIME TO RESOLUTION:3.89 DaysCOST PER RESOLUTION:$667.58TOMHEROKey Observation:Looking at all of your metric

63、s side-by-side can give you the best view into your workforces performance.First Time Fix Rates may have marginally increased,but skyrocketing Cost Per Resolution(CPR)indicates that a knowledge gap costs organizations way more in the long term.The gap between all three additional KPIs(MTBV,MBBF,and

64、MTTR)is significantly wider than the FTFR gap.Relying on FTFR alone creates blindspots for service leadersmost organizations cannot measure how FTFR impacts the workforce skills gap.In turn,service leaders cant gauge how low FTFR drives up service costs and negatively impacts customer satisfaction.A

65、s you can see,there is a moderate gap between heroes and challengers for FTFR.But upon looking at Cost Per Resolution,it becomes evident that this moderate gap can lead to skyrocketing costs,indicating that youre not really getting the full picture when you measure FTFR on its own.Heres why you need

66、 to look at other metrics to get the full picture.FTFRCPR80%62%$1,116$662Top PerformersBottom PerformersMTBVMTBFMTTRTop PerformersBottom PerformersOverall Average:155 Days59 Days122 Days147 Days169 Days5.9 Days4 DaysOverall Average:4.8 DaysOverall Average:95 DaysHero vs Challenger Performance:At a G

67、lanceThe 2023 Field Service Benchmark Report|18Part IV:The Way Forward19|The 2023 Field Service Benchmark ReportNavigating the service landscape after COVID-19 can be challengingbut certainly not impossible.Start by looking at your data to seek out any inconsistencies.Then,take a look at your busine

68、ss model to find areas that you can potentially adjust.This is the perfect opportunity to consider new ways to deliver value across your business.Lastly,get ready to act on your analyses by investing in the right tools to take your business to the next level.Not sure where to begin?First,take a look

69、 at the top five KPIs for service organizations.Are you already measuring these KPIsespecially in a way that accurately reflects the health of your business?These five KPIs will give you insights into every aspect of your service businessfrom your workforce and customers to equipment.Then,create a d

70、etailed plan using Aquant Service Insights.Once you have critical information about every aspect of your service organization,you can make data-based decisions that bridge the skills gap,improve customer experiences,and drive growth across your organization.Sign Up for a Service Intelligence DemoLea

71、rn how to increase the efficiency of your service business and reduce costs with Aquants Service Intelligence platform.With Aquants help,you can:Minimize the workforce skills gap Reduce parts shotgunning Improve First Time Fix Rates and increase Mean Time Between Visits Pinpoint where to boost or cu

72、t spending for maximum ROI The Formula to Boost ServiceREQUEST A DEMOWhether youre a Fortune 500 company or a small organization,investing in the right tools will provide incredible ROI.For the biggest impact,use technology to analyze your current service landscape.This can confirm that you are on the right track,see whats not working,and get laser-focused recommendations to improve specific areas of your business.The 2023 Field Service Benchmark Report|20