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Executive Summary
Keysight Technologies commissioned a global survey in December 2019 to investigate the business implications of equipment training, maintenance, technical support, and calibration. Keysight surveyed 305 test engineers across multiple industries, including the technology and telecom sectors. The findings reveal that nearly every company experiences preventable delays related to equipment configuration, training, or maintenance. More than 90% of those companies reported a revenue loss because of these delays, with 53% reporting $100,000 or more of waste per day waiting to resolve critical issues.
With constant pressure to shorten new product life cycles, market-leading companies cannot afford to wait days or weeks to resolve issues. A majority of respondents said they contact vendor support teams every month to resolve issues. Nearly all the companies surveyed agreed that faster access to expert resources would increase efficiency.
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