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.
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
What's inside?
Our Future of Field Services series explores how the industry is evolving and what it takes to build a stronger, more commercial field service organization. Parts 1 and 2 draw on our 2025 Benchmarking Survey to answer two big questions: Where are we now? And how do we grow from here?
Part 1 sets the scene:
• Why field services are becoming a real growth driver
• The structural and execution challenges still holding companies back
• Why commercial discipline must come before digital
Part 2 gets into the mechanics:
• How segmentation sharpens sales focus and offer design
• How stronger service packages and clearer pricing logic drive recurring revenue and protect margin
Part 3 arrives later in 2026 and explores how digital and AI will reshape what comes next.
Stay tuned
Download Part 1 and Part 2 of the study now, and stay tuned for Part 3, the final installment in the series.
Reach out to our experts
