Presented by Tom Wilk
Head of Content, IndustryWeek; Former Editor-in-Chief, Plant Services Magazine
This convention session presented findings from EASA’s 2026 Voice of the Customer research study, conducted in partnership with Plant Services and Endeavor Business Intelligence. Drawing on responses from nearly 600 industrial end users, the study examined the challenges, priorities, maintenance practices, purchasing criteria, and service expectations influencing decisions related to electromechanical equipment repair and maintenance.
The presentation highlighted significant differences between organizations that work with EASA member service providers and those that do not, revealing stronger perceptions of reliability, greater strategic focus, larger maintenance investments, and increased adoption of emerging technologies among EASA-affiliated customers.
The session concluded with a panel discussion featuring maintenance and reliability professionals from utilities, manufacturing, power generation, and consulting organizations who shared practical perspectives on supplier relationships, communication, quality, workforce challenges, predictive maintenance, and motor repair strategies.
Key Takeaways
- Supply chain concerns, workforce retention, and energy efficiency remain the leading operational challenges for industrial facilities.
- End users working with EASA member service providers tend to focus more on strategic initiatives such as AI, machine learning, and sustainability objectives.
- Maintenance budgets and staffing levels have generally remained stable or increased modestly over the past three years.
- Organizations working with EASA member providers reported greater budget growth and higher staffing levels than non-EASA customers.
- Motor repair activity has increased significantly, with many organizations choosing repair over replacement due to cost, availability, and lead-time considerations.
- Customers increasingly evaluate repair opportunities on a job-by-job basis rather than relying exclusively on a single service provider.
- Speed of project completion has become one of the most important factors in selecting maintenance service providers.
- Communication quality is a decisive factor in customer satisfaction and supplier loyalty.
- Customers highly value providers who can diagnose and solve application-specific motor and drive system issues.
- EASA member providers are perceived as delivering higher-value repairs, with customers more likely to believe properly repaired motors can outperform new motors.
- Digital presence, online visibility, and professional engagement on platforms such as LinkedIn are increasingly influencing supplier selection.
- Predictive maintenance technologies continue to grow in importance, although many organizations prefer to maintain predictive programs internally while outsourcing repairs.
- Quality remains a critical requirement despite survey results indicating that turnaround time often receives higher ranking during vendor evaluations.
- Strong relationships, transparency, technical expertise, and follow-up support are essential components of long-term customer partnerships.
Reflection
The session provided a valuable data-driven perspective on how industrial customers evaluate electromechanical service providers today. Rather than relying on assumptions, the research offered measurable evidence regarding what maintenance and reliability professionals prioritize when making repair, replacement, and supplier decisions. The findings demonstrated that customer expectations are evolving, particularly as facilities balance operational reliability with increasing pressure for efficiency, workforce development, and modernization.
One of the most compelling themes was the relationship between strategic capability and service-provider quality. Customers who partnered with EASA member organizations consistently demonstrated higher engagement with emerging technologies, greater maintenance investment, and more confidence in repair outcomes. This suggests that high-performing service providers do more than perform technical work—they help customers elevate maintenance practices and focus on long-term business goals.
The panel discussion reinforced that successful customer relationships are built on trust, communication, and technical competence. While turnaround time and cost remain important, panelists repeatedly emphasized transparency, responsiveness, quality workmanship, and collaborative problem-solving. The discussion highlighted that service providers who communicate proactively, provide meaningful diagnostics, and invest in professional relationships are best positioned to differentiate themselves in a competitive marketplace.
Thematic Insights
Customer Priorities and Business Pressures
- Supply chain reliability remains a major operational concern.
- Workforce hiring, retention, and knowledge transfer continue to challenge organizations.
- Energy efficiency initiatives remain a key business objective.
- Strategic initiatives such as AI and sustainability are gaining attention across industry.
Maintenance and Repair Practices
- Motor repairs are increasing across many industries.
- Repair is often viewed as more practical than replacement.
- Predictive maintenance activities are frequently managed internally.
- Repair and rebuild services remain a primary outsourced activity.
Value of EASA Member Service Providers
- Customers working with EASA members report stronger maintenance budgets and staffing levels.
- EASA-affiliated customers show greater confidence in repaired motor reliability.
- EASA providers are associated with higher strategic value beyond basic repair services.
- Accreditation and industry standards contribute to perceived quality and trust.
Vendor Selection and Evaluation
- Timely project completion is often the top selection criterion.
- Technical problem-solving and diagnostic expertise are highly valued.
- Price is important but generally ranks below expertise and responsiveness.
- Vendors are increasingly evaluated through online research and digital presence.
Communication and Customer Experience
- Communication was consistently identified as the most important service differentiator.
- Customers want proactive status updates and transparency regarding delays.
- Follow-up after repairs strengthens trust and long-term relationships.
- Poor communication remains a leading cause of customer frustration.
Quality and Reliability
- Quality remains a foundational expectation even when not explicitly ranked first.
- Customers expect consistent adherence to standards and accredited repair practices.
- Detailed failure reports, photographs, and root-cause analysis support better decision-making.
- Long-term reliability often outweighs short-term cost considerations.
Workforce and Skills Development
- Skilled labor shortages remain a concern for both end users and service providers.
- Organizations increasingly rely on training and cross-functional development.
- Trade school pipelines remain important talent sources.
- Knowledge loss from retirements is creating urgency around workforce development.
Technology and Innovation
- AI adoption is growing, particularly for research, planning, and vendor evaluation.
- Remote monitoring and smart sensor technologies are gaining acceptance.
- Predictive maintenance tools can help offset workforce shortages when properly managed.
- Technology is most effective when paired with human expertise and interpretation.
Partnership and Trust
- Long-standing relationships remain highly valued.
- Customers prefer suppliers who understand their specific equipment and operating environment.
- Site visits and facility tours strengthen confidence in service providers.
- Professionalism, responsiveness, and personal relationships remain key factors in supplier loyalty.
Related Reference and Training Materials
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