As we have moved to virtual briefings, I have increasingly been excerpting short video segments (with permission) as part of my Analyst Cam series.
Dave Hofferberth is founder of Service Performance Insight. SPI is a global research and consulting firm helping PSOs improve productivity and profitability. Since developing the PS Maturity Model™ in 2007, SPI has become the industry authority, with over 50,000 organizations leveraging its insights to drive service excellence.
He presents below a summary of results from his firm’s 18th annual Professional Services Maturity Benchmark. He also kindly shared with me the 259 page report which is chockful of detailed data. You can buy a copy here.
I love that he has an expansive definition of “professional services". His firm tracks metrics across 7 categories of firms
• IT Consulting
• Management Consulting
• Services within SaaS vendors
• Services within Software vendors
• Architecture & Engineering
• Agencies
• Other PS organizations
His surveys measure firms across 5 organziational“pillars” and places them in 5 levels of maturity. Only 5% of the 403 firms surveyed this year qualified for the highest level.
I particularly liked his summarization of 2024 results into high level sector trends like “revenue growth dropped to 4.6%, down from 7.8% in 2023 and well below the five-year average of 8.7%.” and recommendations for 2025 like “Deploy AI with Purpose” and “Recalibrate the Workforce Model”
He is very generous with his findings in the presentation below but as you can imagine he has a goldmine of data from each year’s survey of hundreds of firms. Reach out to him to tap into his vast knowledge of the sector - he has been covering it for 27 years.
Very nicely done in about 30 minutes.
