New report reveals one-third of service queries are solvable without a professional’s help and can be solved through self-service
NEW YORK, Feb. 13, 2025 (GLOBE NEWSWIRE) — Aquant, an AI platform built for servicing complex machinery, released its highly anticipated 2025 Field Service Benchmark Report, offering an in-depth analysis of trends, challenges, and opportunities shaping the future of the service industries. The report reveals a widening Service Expertise Gap™—the growing divide between top-performing technicians and the rest of the workforce—fueled by rising customer expectations, increasingly complex machinery, and the ongoing skilled labor crisis.
The report also highlights how top-performing organizations leverage strategies, such as the Shift Left Method—emphasizing remote and self-service options—and AI designed specifically for the service use cases at hand, to redefine what it means to deliver great service. Aquant analyzed nearly 160 service organizations, totaling over 600,000 technician service records and $9.5 billion in service costs.
“Millions in service costs are on the line for organizations failing to resolve issues quickly and live up to rising customer expectations,” said Assaf Melochna, CEO and Co-founder of Aquant. “While challenges like the skilled labor shortage threaten operational efficiency, forward-thinking companies are setting new standards. Our latest benchmark report provides practical strategies, inspired by examples from leading companies, to close the expertise gap, enhance performance, and meet the rapidly evolving demands of today’s service industry.”
Aquant’s 2025 Field Service Benchmark Report highlights key findings on the metrics essential for service success, including a new analysis of Avoidable Dispatch Rates for service technicians. By adopting AI, organizations are closing Service Experience Gaps™ and maintaining strong customer relationships.
Key Findings from the 2025 Field Service Benchmark Report
