01. Aquant Report 2020

Bottom quarter of the workforce racks up 80% more in service costs than top quarter

What’s the cost of not fully understanding your service team’s performance? With this question in mind, Aquant’s data detectives analyzed service records from more than 50 organizations.



The 2020 Service Intelligence Benchmark Report parsed the data with an eye towards how workforce knowledge and performance impact field service delivery and costs.

The data reveals that a knowledge gap in the workforce is a major contributor to higher-than-average service costs and service delivery hurdles. In fact, service organizations whose workforces had a smaller discrepancy between top performers and lower performers (a low skills gap) demonstrate higher performance overall versus those with a high skills gap.

The detailed findings provide deep insights into:

  • How service organizations measure up relative to each other
  • The skill level of the workforce on an individual level
  • The skills gap that exists between the heroes (highest performers) and challengers (lowest performers) within each organization


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