52 Field Service Stats that You Need to Know

Written by: Pete Humes – Sight Call

The global field service management market was valued at $5.2 billion in 2021, and is projected to reach $29.9 billion by 2031, growing at a compound annual growth rate (CAGR) of 19.2% from 2022 to 2031.

(Source: Allied Market Research)

What are the biggest challenges facing field service organizations?

  • Struggle to meet customer SLAs – 46%
  • Lack of skilled workers – 40%
  • Change management / user adoption of new tech – 37%
  • Outdated / insufficient service technologies – 37%
  • Desire to create new as-a-service offerings – 29%

(Source: IFS State of Service 2023)

These are the top 5 technology items from service organizations “Wish Lists”

  • Remote Assistance – 21%
  • Knowledge Management – 18%
  • Customer Self-Service – 18%
  • Warranty Management – 17%
  • Wearables – 17%

(Source: IFS State of Service 2023

Field service teams are front-line facilitators who create memorable customer experiences and drive revenue.

  • 86% of decision makers at companies with field service teams believe the teams are critical to growing the business
  • 52% of high-performing field service workers say their company’s management views customer service as a revenue generator
  • 82% of organizations with field service depend on their mobile workers to upsell products and services
  • 94% of service professionals in high-performing organizations cite productivity as a major or moderate benefit of field service management

(Source: Salesforce, 2023)

  • Adoption of video support has increased by 47% since 2020.

(Source: Salesforce State of Service Report, 5th Edition)

  • 86% of decision makers at organizations with field service say it’s critical to scaling their business.

(Source: Salesforce State of Service Report, 5th Edition)

Great customer service fosters loyalty.

  • 48% of customers have switched brands for better customer service
  • 94% say good customer service makes them more likely to make another purchase.

(Source: Salesforce “State of the Connected Customer” )

What is the state of software usage by field service organizations?

  • Pre-visit review of service history – 54%
  • Access to service manuals – 52%
  • Access to knowledge base – 48%
  • Visibility of spare parts inventory – 42%
  • Training videos – 30%

(Source: Click Software via Finances Online, 2023)

  • 73% of field technicians say they spend too much of their day-to-day job on paperwork.

(Source: Service Council Voice of the Field Service Engineer, 2021)

Mobile is king. 99.5% of field service technicians use mobile devices in their field work.

  • 88% say it makes them more independent or self-reliant
  • 82% say it makes them more productive
  • 80% say it makes them more efficient
  • 69% say it makes them a better engineer
  • 66% say it makes them a safer worker

(Source: Service Council Voice of the Field Service Engineer, 2021)

  • 76% of field service organizations today are struggling to achieve revenue growth

(Source: TSIA via Service Council Voice of the Field Service Engineer, 2021)

What do field service technicians need to keep current?

  • 85% of technicians feel the knowledge required to service products is changing
  • 83% say more technical knowledge is needed to perform their jobs
  • 25% felt like their companies didn’t make it easy for them to know what parts are needed for service visits or to find the necessary information needed to resolve service inquiries

(Source: Zinier State of Field Service Management)

  • 80% of executives think automation can be applied to any business decision.

(Source: Gartner, 2022)

What are the most significant ways that customer expectations are changing?

  • 67% want faster response times
  • 58% want increased remote service options
  • 42% want a better understanding of asset performance and asset condition

(Source: ServiceMax, 2022)

What do customers want when it comes to service?

  • 67% of field service companies felt a more significant customer push to introduce remote service into their service portfolio
  • 20% of respondents had seen an increase in customer demand for self-service solutions
  • 80% claimed that their customers expect more today in service standards than they did 18 months ago

(Source: Servicemax, 2023)

The productivity potential of digitization is serious business.

  • Reduce unplanned downtime by up to 5%
  • Decrease false alarms by up to 75%
  • Minimize operations and maintenance costs by up to 25%

(Source: Servicemax, 2023)

Pay close attention to how field service performance affects costs.

  • Average costs for field service rose 7% in 2022
  • Bottom-performers of service organizations cost 67% more than top-performers
  • If every technician had the knowledge and skills to perform like the top 20% of the workforce, service costs would be reduced by 21%

(Source: Aquant Service Intelligence Benchmark Report, 2023)

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