Field Service 2014 Benchmarking Survey Question Title * 1. What is the primary product that you service? Transportation Domestic Computers Construction/Industrial products Commercial Computers Domestic appliances and electronics Utilities Commercial appliances and electronics Imaging, medical, scientific Enterprise network support services (Electrical, security, telecom, cable, Internet) Other Question Title * 2. What percent of company revenues comes from Services? 0-5 5-10 10-15 15-20 20-25 25 -30 35 or higher Question Title * 3. Does your service organization act as a cost center or profit center? a cost center a profit center Question Title * 4. What percent of company profits comes from Services? 0-5 5-10 10-15 15-20 20-25 25 -30 35 or higher Question Title * 5. Are your company’s profit margins as high or higher for service than for product sales? Yes No Question Title * 6. What is your average first-time fix rate? <25% 25-50% 50-75% 75-85% 85% or higher Question Title * 7. What growth strategies are working for you today? (Check all that apply) Diversifying service business Servicing Competitive Products Tailoring Your Value Proposition Other Question Title * 8. Do you have processes in place to incentivize your field service reps to: (Check all that apply) Directly Sell Parts Upgrade Contracts Provide Qualified Leads Consumable Sales Other Question Title * 9. If so—do you have strategic timeframes to invest in tools related to field sales? in this fiscal year in 2-5 years in 5 years or more Not at this time Question Title * 10. Do you have strategic timeframes already in place to invest in tools/solutions related to Customer Experience? in this fiscal year in 2-5 years in 5 years or more Not at this time Question Title * 11. If no, do you plan to invest in the near future? in this fiscal year in 2-5 years in 5 years or more Not at this time Question Title * 12. In your business, where do the biggest opportunities lie for revenue growth? (Choose only one) Upsell Training Transport Data Management CRM Customer Experience Other (please specify) Question Title * 13. Automating which of the below leads to the greatest revenue growth? (Check all that apply) Scheduling & Dispatch Real-time updates of Technical Information Route Optimization Signature Capture Warranty Management iPad, iPhone & GPS Capabilities Knowledge Management Inventory & Parts Logistics Mobile & Offline Reporting Question Title * 14. Which of the following do you rate as the most important for spend over the next 6-12 months? (Check all that apply) Smartphone Call Center Technologies Tablet Parts Management PC /laptop Scheduling & Dispatch CRM Social Remote Diagnostics Customer Experience Solutions Knowledge Management Real time updates of Technical Information Other (please specify) Question Title * 15. Which of the following do you plan to invest in long-term, but have not yet budgeted for? (Check all that apply) Smartphone Call Center Technologies Tablet Parts Management PC /laptop Scheduling CRM Social Remote Diagnostics Mobility A Connected Service System Other (please specify) Question Title * 16. What area of training are you currently prioritizing? Rank 1,2,3,4 or 5; 1 being highest priority, 5 being lowest. 1 2 3 4 5 Soft-skills 1 2 3 4 5 Product repair and troubleshooting 1 2 3 4 5 Cross-training 1 2 3 4 5 Management development 1 2 3 4 5 Other Question Title * 17. Through which of these methods are you primarily delivering technical training content? (Choose only one) Web-based clips (e.g. YouTube) Traditional media (e.g. text, pictures, diagrams) Live streaming content (webinars) Remote/On-Demand training Classroom/lecture Online courses Question Title * 18. Through which of these methods are you primarily delivering field sales training content? (Choose only one) Web-based clips (e.g. YouTube) Traditional media (e.g. text, pictures, diagrams) Live streaming content (webinars) Classroom/lecture Online courses Remote/On-Demand training Other (please specify) Question Title * 19. Which of the following are you training your technicians/service reps on? Rank 1,2,3,4,5,6,7 or 8, in order of priority, 1 being the highest priority for your company currently, 8 being the lowest. 1 2 3 4 5 6 7 8 Smartphone 1 2 3 4 5 6 7 8 Tablet 1 2 3 4 5 6 7 8 PC 1 2 3 4 5 6 7 8 CRM 1 2 3 4 5 6 7 8 Remote Diagnostics 1 2 3 4 5 6 7 8 Call Center Technologies 1 2 3 4 5 6 7 8 Sales 1 2 3 4 5 6 7 8 Other Question Title * 20. Do you have metrics in place at your organization to measure customer satisfaction? Yes No Question Title * 21. What percent of your incoming service requests are resolved through Remote Assistance? (Choose only one) 0-5 5-20 20-30 30-40 40-50 50 or higher Question Title * 22. Where are your service markets going over the next 5 years and why? Question Title * 23. Number of employees at your company? (Choose only one) <500 01-2000 2001-5000 5001-10000 10000 or higher Question Title * 24. Which of these next generation tools do you think will actually be implemented on your team over the next 5-10 years?(Choose only one) Driverless cars 3D Printing Wearable Technology (ie google glasses) Augmented Reality Full implementation of the Internet of Things (i.e. M2M) Smart Connected Products Other (please specify) Question Title * 25. Which of these next generation tools are you most excited about?(Choose only one) Driverless cars 3D Printing Wearable Technology (ie google glasses) Augmented Reality Full implementation of the Internet of Things Smart Connected Products Other (please specify) Question Title * 26. Why? Question Title * 27. 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