Field Service 2013 Workforce Management Guide Field
A Look at Performance of Best–in-Class Service Organizations
Service excellence is determined not only by the effectiveness and efficiency of the service visit, but also by the experience felt by the final customer. As a result, service organizations are tasked with developing, allocating, and empowering the right field service workforce to effectively meet and exceed customer service needs.
In December 2012 and January 2012, Aberdeen Group surveyed 156 service professionals. Those defined as Best–in-Class exhibited the following traits:
- 89% first time fix rate (71% for All Others)
- 78% workforce utilization rate (64% for All Others) and a 11.4% increase in workforce productivity over the previous 12 months
- 92% compliance with stated response times (72% for All Others)
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