Key Insights from 2026:

• 1 in 5 cases could be resolved remotely, yet many teams still roll a truck—turning what could be a 1.4% service cost impact into 18.3%.
• Failed service visits make up over half (52%) of total service costs for lower performers.
• Leading companies retain far more of their workforce—84% vs. 53% for bottom performers.
  

This report contains 15 field service benchmarks including new metrics:

• Preventative Maintenance vs Reactive Work
• Preventative Maintenance Effectiveness
• Workforce Retention