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1、1|The 2023 Field Service Benchmark ReportMeasure What Matters:The 2023 Field Service Benchmark ReportGet insights into the state of field service.See how organizations responded to significant challenges such as economic uncertainty,inflation,widening workforce skills gaps,and increased client deman

2、ds.EBOOKThe 2023 Field Service Benchmark Report|2Table of ContentsPart 1:IntroductionPart II:Service Benchmarks Across 5 Key KPIsPart III:Industry Snapshots:The Workforce Skills GapPart IV:The Way Forward0409150308141805101606111707121319SummaryFTFR:First Time Fix RateSummaryKey FindingsCPR:Cost Per

3、 ResolutionHigh-Performing and Low-Performing OrganizationsService at a GlanceMTTR:Mean Time to ResolutionHigh-Performing and Low-Performing TechniciansThe Formula to Boost ServiceHow We Compiled the DataMTBV:Mean Time Between VisitsMTBF:Mean Time Between Failures3|The 2023 Field Service Benchmark R

4、eportPart I:IntroductionThe 2023 Field Service Benchmark Report|4Is COVID-19 over?The answer is up for debate,but The Next Normal is here.And with it comes another level of business reality:economic uncertainty.The signs are glaring:service costs have increased by as much as 7%from last year.The cos

5、t of parts has surged due to supply chain shortages.Labor costs are continuing to rise.And with experienced technicians retiring sooner than a new wave of younger,equally-knowledgeable workers can replace them,the skills gap is steadily increasing.This has led to uncertainty across the industry.One

6、of the top questions that service leaders are grappling with today is,“What steps should I take to improve service outcomes while managing costs?”Companies cant control a potential recession or make themselves immune to its effects.But service leaders can control their responses and set their busine