Field Service Votes: Service Revenue Ranks #1 for Performance Measurement

According to Aberdeen’s Field Service 2013 Workforce Management Guide: “80 percent of field service revenue is driven from current customer on existing products or new products and services.” But companies with low first-time fix rates (and therefore customer satisfaction) don’t experience this kind of customer retention. For example, according to Aberdeen, organizations with less than 50 percent first-time fix rates saw their service revenue decrease by 2.8 percent over a period of 12 months.