The future of Field Services
Our 2025 Commercial Excellence Benchmarking Study, developed in partnership with Future of Field Service, a leading platform for service and operations leaders exploring how organizations are transforming service into a strategic advantage, continues our effort to bring service leaders practical insights on the Field Services industry. Based on input from 177 executives across the US and Europe, the study uncovers how firms are navigating commercial challenges, redefining pricing and customer models, and positioning for sustained growth.
The study reveals:
- Measured optimism. 91% of executives expect revenue growth in 2025 and 82% anticipate margin expansion, reflecting strong confidence in Field Services’ commercial potential.
- Headwinds to watch. More than 80% cite cost pressures and labor shortages as their biggest challenges, alongside intensifying competition and gaps in pricing discipline.
- Customer centricity. Customer acquisition and retention are now the top growth priorities, while M&A activity has slowed after several years as the primary catalyst of growth.
Watch the story behind the study
A snapshot of commercial excellence in Field Services today
More than 80% of firms cite cost pressures as a top challenge, alongside rising competition and limited commercial maturity. Future industry leaders will overcome these through enhancements across sales, offer design, and pricing discipline.
Nearly two-thirds say customer retention and acquisition drive growth, not M&A. Price supports both, but winners lean on value selling and sharper segmentation to deepen relationships and protect margins
68% of firms plan to invest in AI and automation, and 54% are upgrading core technology. Impact is greatest when digital is used to enhance existing commercial practices, improving customer service efficiency, pricing precision, and offer packaging.
Firms with strong commercial foundations and tech maturity are 10% more likely to see YoY revenue increases and 13% more likely to see YoY profit increase than those with tech maturity alone. Commercial structure sets the foundation for impact, digital investments amplify it.
Join us for the Service Growth Executive Summit
Discover the latest insights on Field Services momentum, commercial maturity, and the digital and AI capabilities redefining how service organizations grow.
Simon-Kucher's Commercial Activation Model
Nearly two-thirds of executives highlight customer focus and servicing as top growth priorities, placing Field Services at the center of strategy.
Simon-Kucher’s Commercial Activation Model for Services helps organizations translate these priorities into measurable outcomes by connecting strategy with execution across offer construct, pricing, and sales. It provides a practical roadmap to strengthen commercial discipline, elevate customer servicing, and accelerate profitable growth.
Six actions Field Services leaders should take now
Inside Part 1
This first release, Future of Field Services: Momentum, Headwinds, and the Path Forward, is the opening chapter of a three-part series. It captures the current state of the industry and sets the stage for what comes next.
- The macro-outlook and Field Services’ evolution to a profit center and growth engine
- The two-dimensional challenge: structural pressures versus execution hurdles
- Customer-centric growth priorities: servicing, pricing, and segmentation
- Simon-Kucher’s Commercial Activation Model for Field Services
- The use of digital as an amplifier and the importance of sequencing: commercial structure first, digital technology second
Later in 2026, we’ll share deeper dives on how leaders are building the commercial growth engine and how digital and AI are shaping the next frontier.
Stay tuned
Download Part 1 of the study now, and stay tuned for Parts 2 and 3, where we’ll keep exploring what’s next for Field Services.
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