Service potential check
What is your service missing out on?
Twelve questions, five minutes, anonymous. You see immediately what potential your organisation has in revenue, profitability, efficiency and service products – based on benchmarks from Swiss machine and plant engineering.
Question 1 of 12
Which industry are you in?
Machine building
Plant engineering
Packaging
Semiconductors / electronics
Medtech
Other
Question 2 of 12
What is your total revenue?
under CHF 20 million
20–50 million
50–100 million
100–250 million
over 250 million
Question 3 of 12
What share of total revenue does service generate?
under 10 %
10–20 %
20–35 %
35–50 %
over 50 %
don't know
Question 4 of 12
What is the EBIT margin in service?
negative or unknown
0–10 %
10–20 %
20–30 %
over 30 %
Question 5 of 12
How many service engineer positions does your service have (field and workshop)?
Question 6 of 12
How many administrative positions does your service have (dispatch, order processing, back office, spare parts)?
Question 7 of 12
How many of your customers have a service contract?
under 10 %
10–25 %
25–50 %
50–80 %
over 80 %
Question 8 of 12 · multiple choice
Which service products do you actively offer today – with price and sales, not just on request?
Repair on a time-and-material basis
Spare parts
Maintenance / service contracts
Updates & upgrades
Retrofits & conversions
Remote service / remote maintenance
Training
Application & process consulting
Predictive maintenance / condition monitoring
Digital services (portal, dashboards, shop)
Availability / performance guarantees
Access to specialist knowledge (hotline, expert pool)
Used machines / refurbishment
Accessories & consumables
None of them? Just click “Next”.
Question 9 of 12
Where do you see your service today? (self-assessment)
Level 1 – Reactive: no real service, phone support
Level 2 – Repair: on-site repairs, spare parts on order
Level 3 – Preventive: maintenance contracts with preventive maintenance
Level 4 – Lifecycle: plus training, upgrades, retrofits, lifecycle management
Level 5 – Predictive: data-driven, we approach the customer before something happens – individually tailored
Question 10 of 12
Where does your organisation's service knowledge reside?
In the heads of individuals
In folders and Excel lists
Systematically, accessible to all
Question 11 of 12
Is customer satisfaction measured in service?
No
Sporadically
Regularly (NPS or similar)
Question 12 of 12
How fast does your service respond to a breakdown?
under 4 hours
same day
1–3 days
longer
Your result
This is where your potential lies.
Revenue
Profitability
Efficiency
Service products
Maturity level
Customer satisfaction