The Service Council is a research organization that studies service businesses via surveys. We ask real-world questions and then construct a metrics-supported narrative that highlights key trends and behaviors in order for you to compete better and deliver exceptional customer experiences.

State of Remote Support Survey

The intent of this survey is to uncover best practices and emerging themes in the management of the remote support operation. To that end, this survey will explore the design, achievement and roadmaps across self-support mechanisms, chat support and call center support. The best person to answer this survey in your organization is someone with strategic oversight across those elements.

Survey Investment
Survey Performance

Key Performance Indicators & Metrics Survey

Developing smarter, stronger, and higher-performing KPIs is a must, but it can also feel like a daunting task. This intent of this research survey is to understand the leading Key Performance Indicators (KPIs) and metrics that organizations utilize to measure their service business and to understand the current attainment of leading KPIs and metrics.

Voice of the Field Service Engineer Survey

This year we asked more than 850 front-line field engineers—field service associates, agents, professionals, or technicians— questions focusing on their tenure in field service; their thoughts on the profession; their likes and dislikes with their current role; the tools that are available to support their work; and their feelings about their company. Opens Summer 2024

Survey Voice
Survey Agenda

Service Leaders’ Agenda Survey

The service leader’s agenda survey is intended for leaders of service businesses or for those in charge of service initiatives at other businesses.The intent of this research survey is to understand the key pressures facing organizations for the coming year; to uncover key drivers of success and to identify areas of investment and transformation in the upcoming year.

State of the Market: Digital Transformation & Service Technology

This survey gathers information about digital transformation strategies and technology investments that service organizations plan to make throughout the upcoming year. The purpose of this survey is to uncover where you are on your digital journey. It also helps us identify existing technology infrastructure and prioritization of technology investments for ’23 and beyond, as well as understand what defines and how to measure the success and efficacy of a digital transformation. Opens Fall 2024

Survey Investment

Survey Says…

Each quarter we survey hundreds of service professionals around the world to better understand their rapidly evolving preferences, needs, and concerns. Every voice counts. Please help us by participating in our surveys. Share the link with your team. And as a thank-you, we will share the results with you.

Lead, Share, Partner with Us

The Service Council is made up of global leaders who are actively committed to the exploration of critical topics, insights and best practices. Please join our team of professionals and experts. We’re stronger and better together.