Measure What Matters: The 2022 Service Intelligence Benchmark Report

An analysis of field service performance and customer satisfaction in a year of talent shortages, COVID service pivots, and shifting customer demands.

IN THIS COMPREHENSIVE DATA REPORT, AQUANT ANALYZED HOW SERVICE ORGANIZATIONS AND THEIR WORKFORCE MEASURED UP AGAINST INDUSTRY BENCHMARKS.

We also explored service performance from a customer perspective.

Aquant analyzed more than six million service tickets to reveal:

• A snapshot of the overall industry and how companies measure up against each other
• The reason why hitting your KPIs rarely equates to outstanding customer experiences
• The spiraling impact of a missed First Time Fix (FTF) event
• An increase in the workforce skills gap
• COVID-19’s impact on service

We provide recommendations to:

• Start making immediate business improvements by looking at service performance in a comprehensive way
• Boost the customer experience in the short-term and long-term
• Upskill a team in the face of a talent shortage
• Succeed amid post-Covid service disruptions