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| Stat | Source | Month/Year | |
|---|---|---|---|
| 54% of service professionals say management views the department as a revenue generator, rather than a business cost. | State of Service | 09/2022 | |
| 58% of service organizations use process or workflow automation. | State of Service | 09/2022 | |
| 60% of service professionals say customer expectations have increased since before the pandemic. | State of Service | 09/2022 | |
| 76% of service professionals are allowed to choose where they work. | State of Service | 09/2022 | |
| 78% of service agents say it’s difficult to balance speed and quality — up from 63% since 2020. | State of Service | 09/2022 | |
| 84% of decision makers at organizations with field service see major returns from field service investments. | State of Service | 09/2022 | |
| 84% of service agents say their company views them as a brand ambassador — up from 77% in 2020. | State of Service | 09/2022 | |
| 85% of service agents say they have a clear path for career growth — up from 67% in 2020 and 59% in 2019. | State of Service | 09/2022 | |
| 86% of decision makers at organizations with field service say it’s critical to scaling their business. | State of Service | 09/2022 | |
| Service organizations have experienced an average employee turnover rate of 19% over the past year. | State of Service | 09/2022 | |
| 98% of service professionals that use automation say it saves time (50% say major improvement). | State of Service | 09/2022 | |
| 98% of service professionals that use automation say it improves connection with other departments (48% say major improvement). | State of Service | 09/2022 |