FIELD SERVICES BENCHMARKING
TSIA delivers the most comprehensive benchmark in the industry for Field Service organizations. The TSIA Field Service Benchmark helps members:
- Understand how their field service practices and business outcomes stack up against the industry and peer groups.
- Gain perspective on their field service business challenges. Are they unique? Are others facing the same challenges?
- Justify below-the-line investments in selling, marketing, services engineering, and service operations.
- Support hiring and resource management decisions.
The TSIA Field Service Benchmark addresses a broad range of practices, results, and operational metrics in three areas of the business:
- Field Service Operations, covering assignment and dispatch methods, call-back rates, first-visit fix rates, remote diagnostics and remote problem resolution data, response and resolution times, SLA compliance, and more. A total of 36 questions.
- Service Spare Parts, covering backorder rates, callbacks due to lack of parts, first pass fill rates, inventory variances to book values, spares inventory values as a percentage of revenue, and more. A total of 32 questions.
- Depot Repair, covering advance exchange practices, customer repairs, field technician repairs, “new” vs. “equivalent to new” exchanges, RMA processes, “walk-up” or “drop-off” repairs, and more. A total of 36 questions.
The TSIA Field Service Benchmark also includes coverage of entitlements (warranty, service, and contracts); financials; telephone, email, web portal, chat, and self-service interactions; and customer satisfaction.
View the complete list of topics covered in the core Field Service modules.
View a sample list of questions from the core Field Service modules.
To view the complete list of questions in the core Field Service modules please contact your membership development director, or email us.
Once a member has completed the Field Services Benchmark survey, the TSIA research team analyzes the data and provides a 90-minute detailed “Benchmark Review” for the member organization. The Benchmark Review highlights comparisons to industry and peer group performance on critical field service business practices, operating metrics, and financial outcomes; key insights regarding areas of potential over- or under-investment; and recommendations for the adoption of common and “best” practices where indicated.
For more information about the TSIA Field Services Benchmark, please contact your membership development director, or email us.