Field Service Europe 2013 Benchmarking Survey

Question Title

* 2. What percent of company revenue 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

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. What value of van stock do you have as a % of revenue?

<5%

5-10%

11-15%

16% or higher

Question Title

* 6. What value of central inventory stock do you have as a % of revenue?

<5%

5-10%

11-15%

16% or higher

Question Title

* 7. What growth strategies are working for you today? (Check all that apply)

Diversifying business

Servicing Competitive Products

Consumable sales

None of these

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 none—do you have strategic timeframes to incentivize reps?

in this fiscal year

in 2-5 years

in 5 years or more

Not at this time

Question Title

* 10. Which of the following have you budgeted for over the next 6-12 months? (Check all that apply)

Smartphone

Tablet

PC /laptop

CRM

Remote Diagnostics

Call Center Technologies

Scheduling

Parts Management

Social

Other (please list

Question Title

* 11. Which of the following do you plan to invest in long-term, but have not yet budgeted for? (Check all that apply)

Smartphone

Tablet

PC /laptop

CRM

Remote Diagnostics

Call Center Technologies

Scheduling

Parts Management

Social

Other (please list)

Question Title

* 12. In your business, where do the biggest opportunities lie for cost savings? (Choose only one)

People

Training

Transport

Technology

Cloud

Other (please list)

Question Title

* 13. In your business, where do the biggest opportunities lie for revenue growth? (Choose only one)

People

Training

Transport

Technology

Cloud

Other (please list)

Question Title

* 14. What aspects of your field service organization could benefit from the application of technology/automation? (Check all that apply)

Scheduling & Dispatch

Inventory & Parts Logistics

Mobile & Offline

Social Collaboration

Route Optimization

Signature Capture

Warranty Management

Reporting

iPad, iPhone & GPS Capabilities

Question Title

* 15. Do you have metrics in place at your organization to measure customer satisfaction with your field service operations?

Yes

Question Title

* 16. Do you have metrics in place at your organization to measure customer loyalty with your field service operations?

Yes

Question Title

* 17. Do you get a comprehensive list of management reports that allow you to manage business operationally?

Yes

Question Title

* 18. Do you get a comprehensive list of management reports that allow you to manage business fiscally?

Yes

Question Title

* 19. Can your current system measure profitability at a: (Check all that apply)

Technician level

Regional level

National level

Question Title

* 20. 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

* 21. What variable pricing do you use for Transactional Service? (Choose only one)

Differentiated rates based on product lines

Differentiated rates based on response time

Differentiated rates based on first time fix

Differentiated rates based on service job size

Package for parts and service

Defined approach to differentiate rates based on available capacity

Differentiated Rates through alternatives sales channel

Other (please list)

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

501-2000

2001-5000

5001-10000

10000 or higher

Question Title

* 24. Country

Question Title

* 25. To be entered for prize draw:

Name:

Company:

Email Address:

Phone Number:

Question Title

* 1. What is the primary product that you service?

Question Title

* 2. What percent of company revenue comes from Services?

Question Title

* 3. Does your service organization act as a

Question Title

* 4. What percent of company profits comes from Services?

Question Title

* 5. What value of van stock do you have as a % of revenue?

Question Title

* 6. What value of central inventory stock do you have as a % of revenue?

Question Title

* 7. What growth strategies are working for you today? (Check all that apply)

Question Title

* 8. Do you have processes in place to incentivize your field service reps to: (Check all that apply)

Question Title

* 9. If none—do you have strategic timeframes to incentivize reps?

Question Title

* 10. Which of the following have you budgeted for over the next 6-12 months? (Check all that apply)

Question Title

* 11. Which of the following do you plan to invest in long-term, but have not yet budgeted for? (Check all that apply)

Question Title

* 12. In your business, where do the biggest opportunities lie for cost savings? (Choose only one)

Question Title

* 13. In your business, where do the biggest opportunities lie for revenue growth? (Choose only one)

Question Title

* 14. What aspects of your field service organization could benefit from the application of technology/automation? (Check all that apply)

Question Title

* 15. Do you have metrics in place at your organization to measure customer satisfaction with your field service operations?

Question Title

* 16. Do you have metrics in place at your organization to measure customer loyalty with your field service operations?

Question Title

* 17. Do you get a comprehensive list of management reports that allow you to manage business operationally?

Question Title

* 18. Do you get a comprehensive list of management reports that allow you to manage business fiscally?

Question Title

* 19. Can your current system measure profitability at a: (Check all that apply)

Question Title

* 20. What percent of your incoming service requests are resolved through Remote Assistance? (Choose only one)

Question Title

* 21. What variable pricing do you use for Transactional Service? (Choose only one)

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)

Question Title

* 24. Country

Question Title

* 25. To be entered for prize draw: