Trend Report

Bottom Quarter of the Workforce Racks up 80% More In Service Costs Than Top Quarter

That’s according to the 2020 Service Intelligence Benchmark Report. The report analyzed field service records from more than 50 organizations, including service divisions within OEMs and third-party service companies. The detailed findings provide deep insights into:

  • How service organizations measure up relative to each other
  • The skill level of the workforce on an individual level
  • The skills gap that exists between the heroes (highest performers) and challengers (lowest performers) within each organization

The data reveals that a knowledge gap in the workforce is a major contributor to higher-than-average service costs and service delivery hurdles.


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