ANNUAL REPORT
The 2025 Medical Device Benchmark Report
In medical device service, every minute of downtime matters—because it’s not just about fixing machines, it’s about patient care. And yet, service performance gaps continue to widen, putting operational efficiency, costs, and compliance at risk.
The 2025 Medical Device Service Benchmark Report reveals key challenges and breakthroughs based on analysis of over 9 million service events, 1.5 million assets, and $3.4 billion in service costs.
This year’s findings include:
- The best service teams resolve issues on the first visit 83% of the time, while bottom performers struggle at 56%.
- High performers fix issues 5X faster than the bottom 20%.
- Ineffective preventative maintenance leads to nearly 1 in 4 follow-up service visits.
- Bottom-performing organizations have 2-3X more repeat part replacements than top performers and spend 2-4X more on parts.
- The best organizations use AI-driven diagnostics, predictive maintenance, and real-time technician coaching to gain a competitive edge.