Service as a Success Factor: IFS Receives Highest Recognition in Latest Gartner Study
Today, service is a key driver of competitiveness – especially in service-intensive industries such as manufacturing, industrial plant engineering, and construction. The latest Gartner Peer Insights “Voice of the Customer” study clearly demonstrates the difference powerful Field Service solutions can make. Based on verified user feedback, IFS was the only vendor to be recognized as a “Customers’ Choice” in Field Service Management – boasting exceptionally high satisfaction and recommendation rates.
- 11. März 2026
Customer Feedback Over Analyst Opinion: A Clear Market Signal
In markets with a high service component, customer satisfaction with service processes matters more than ever. The latest Gartner Peer Insights “Voice of the Customer” study on Field Service Management (FSM) sends a clear signal in this regard.
What makes this study so unique is that it is not based on theoretical analyst evaluations, but exclusively on direct, verified feedback from users who work with the systems daily. The result: IFS is the undisputed leader. One detail stands out in particular: IFS was the sole vendor to be recognized as a “Customers’ Choice” in Field Service Management.
What Exactly Does “Customers’ Choice” Mean?
The “Customers’ Choice” distinction is only awarded to vendors who significantly exceed the market average in both user satisfaction and recommendation rates. IFS delivers impressive results across the board:
- 91% of surveyed users would recommend IFS Cloud for FSM.
- 4.6 out of 5 stars is the average rating from real-world practitioners.
The consistency is remarkable: IFS already received this award in the “Cloud ERP for Product-Centric Enterprises” category last year. This confirms that IFS excellently covers the entire value chain – from core ERP to on-site service.
3 Reasons Why Users Benefit in Practice
Why is user satisfaction so high? Customer feedback can be summarized in three core areas:
- Seamless End-to-End Processes: From intelligent scheduling and mobile apps for service technicians to automated billing, all components mesh gears smoothly.
- True Partnership: Users emphasize the structured implementation methodology and the feeling of actively shaping the software’s future development.
- Measurable Efficiency: Higher first-time fix rates and optimized resource planning ensure a rapid ROI.
Focus: Manufacturing, Industrial Plant Engineering & Construction
Pressure is mounting, especially in sectors such as plant engineering, mechanical engineering, and construction. Machinery is becoming more complex, and projects are increasingly international. In this environment, service is no longer just an afterthought—it has become the decisive margin driver, generating additional value and fostering customer loyalty. Companies investing in modern FSM solutions secure a long-term competitive edge.
Businesses in these sectors face the challenge of precisely scheduling service deployments, ensuring spare parts availability, aligning project and service processes, and maintaining maximum transparency for the customer.
The latest Gartner study clearly demonstrates: Solutions perceived by users as powerful, reliable, and collaborative form the foundation for sustainable service success.
Your Path to Excellent Service Processes
Being recognized as the sole “Customers’ Choice” in Field Service Management is a powerful signal. Combined with last year’s distinction in Cloud ERP for Product-Centric Enterprises, it highlights that users rate IFS exceptionally high across both its core system and its service environment.
As an IFS Premier Partner, we support you in turning this theoretical potential into tangible performance.
Evaluate Your Service Potential Now
Would you like to know how much efficiency improvement is possible within your organization? Let us analyze your current situation together and identify concrete optimization opportunities.
Schedule your personal consultation today.
We look forward to discussing your goals.
Further information on the study results can be found here on the Gartner website.