The field service industry is changing faster than ever, and it’s time to ask yourself: are you keeping up? With rising customer expectations, increasingly complex machinery, and a shrinking workforce, the challenges are real—but so are the opportunities.
Our annual Field Service Benchmark Report is back and better than ever for 2025, and it’s packed with data-backed insights to help you transform your service delivery. Whether you’re battling inefficiencies, struggling to meet customer demands, or looking to scale your team’s expertise, we’re here with the roadmap you need.
Today’s field service challenges
Picture this: one of your most experienced technicians retires, taking decades of know-how with them. Meanwhile, your newer team members are scrambling to keep up with the increasing complexity of the machines they’re tasked to fix. Sound familiar?
This is the Service Expertise Gap
in action. It’s not just about retiring experts—it’s about the knowledge divide it leaves behind. Combine that with 14% of truck rolls being unnecessary and customer frustrations mounting from unresolved issues, and you’ve got a recipe for rising costs and churn.
But here’s the good news: these challenges don’t have to define your story.
Key findings from the 2025 Benchmark Report
Our report dives deep into what separates struggling organizations from those thriving in today’s fast-changing landscape. Here’s a sneak peek at what we uncovered:
- Efficiency creates breathing room: Imagine resolving an issue in just three days instead of 11. That’s the average Resolution Time for top-performing organizations, who also extend the Time Between Service Visits to 131 days—a huge improvement over the 50-day average for others. What’s their secret? AI-powered tools that anticipate issues, streamline processes, and equip teams with the insights they need to get it right the first time.
- The power of getting it right the first time: First Time Fix Rates (FTFR) tell a powerful story. Top companies hit an impressive 86%, while others sit at 53%. Why does this matter? Because every additional visit doesn’t just increase costs—it eats into your customers’ trust.
- Cost efficiency saves the day: Did you know that improving Remote Resolutions by just 1% could save your organization $1.1 million annually? When avoidable dispatches make up 14% of truck rolls, even small improvements add up to big wins.
- The customer experience connection: Here’s a jaw-dropper—33% of service queries don’t need a professional to resolve them. But when simple problems go unresolved or require multiple visits, customers notice—and not in a good way.
Turn your challenges into opportunities
So, what can you do to close the gaps and turn your service operations into a powerhouse? Here’s how organizations are rewriting their story:
- AI for Service Professionals: Think of AI as your secret weapon. It’s not here to replace your team—it’s here to help them shine. AI scales expert knowledge, providing real-time guidance that empowers everyone, from new hires to seasoned technicians.
- The Shift Left Method: By addressing issues earlier, whether through self-service tools, remote diagnostics, or proactive maintenance, you can reduce on-site visits and boost efficiency. Less strain on your team. More satisfied customers.
- Upskilling your workforce: Every technician has the potential to deliver expert-level service. With the proper training and tools, your team can consistently rise to meet the moment—no matter the challenge.
Dive into our 2025 Field Service Performance Dashboard and see how your team stacks up! Benchmark against industry leaders with insights into First Time Fix Rates, Resolution Times, Service Costs, and more—all in one powerful dashboard.
The data is clear: the future belongs to service organizations that embrace innovation. By adopting AI-powered strategies and implementing the Shift Left Method, you’ll reduce costs, improve efficiency, and build a team ready to meet whatever comes next.
Take the first step
Curious about where your organization stands? Take the guesswork out of it with our 7-Day Challenge. We’ll analyze your performance data and provide actionable insights to level up your service delivery. The future is waiting—don’t get left behind.
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