Field Services Benchmark

A core deliverable of membership in the Field Services discipline is a comparison of member companies' practices, metrics, and business results to other companies in the industry in 11 modules:

  1. Company Profile, covering business type, geography, market segment revenue mix, and more. A total of 10 questions.
  2. Field Service Fundamentals, covering multi-vendor support, organizational reporting structure, communication, cross collaboration, metrics and more. A total of 17 questions.
  3. Service Financials, covering revenues and margins, corporate allocations, cost categories, and more. A total of 9 questions.
  4. Talent Management, covering attrition rates, labor rates, role distribution, and more. A total of 14 questions.
  5. Customer Satisfaction, covering annual survey process, CSAT-based compensation, transactional survey methodology, and more. A total of 18 questions.
  6. Sales & Marketing, covering attach rate, contract types, per call/incident rate, and more. A total of 21 questions.
  7. Knowledge Management, covering business practices and technologies for capturing and maximizing value from employee and customer knowledge, and more. A total of 8 questions.
  8. Field Service Incident Management, covering incident rates and categories, resolution metrics, assisted support practices, and more. A total of 11 questions.
  9. Field Service, covering technician geographic positioning, first pass fill rate, parts stocking practices, and more. A total of 29 questions.
  10. Depot Repair, covering advance exchange policy, repair order outcomes, RMA policy, and more. A total of 26 questions.
  11. Outsourced Service Management, covering standard operating procedures, performance reviews, SLAs, and more. A total of 9 questions.
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