Facilities operating costs are rising faster than revenue across every major retail vertical. Here is what the data says, what best-in-class programs look like, and why the shift to data-first FM (facilities management) is no longer optional.
Key Takeaways
For decades, facilities management has run on relationships, instinct, and experience. But as operating costs climb and customer expectations heighten, those same instincts are no longer enough. The FM world is shifting from "reaction and repair" to "predict and prevent," driven by data that tells a truer story of spend, performance, and opportunity.
Glossary of Terms
FM (Facilities Management)
The discipline of managing the built environment, equipment, and services that support the operation of a commercial location, including repair, maintenance, energy, and compliance.
CMMS (Computerized Maintenance Management System)
Software used to schedule, track, and manage maintenance work orders, asset records, and service provider activity.
PM (Preventive Maintenance)
Scheduled inspections and service tasks performed on equipment at defined intervals to prevent failure before it occurs.
Reactive Maintenance
Break-fix work performed after equipment or a system has already failed, typically the most expensive type of maintenance per event.
Predictive Maintenance
Data-driven maintenance that uses sensor readings, usage patterns, or historical failure data to anticipate when a component will fail and service it just in time.
Data-First FM
A facilities management operating model in which every decision on spend, vendor selection, asset replacement, and service quality is made using verified, real-time data rather than intuition or habit.
KPI (Key Performance Indicator)
A measurable value used to evaluate the success of a program, team, or provider against defined objectives.
Across retail, grocery, convenience, and restaurant segments, the cost of doing business is rising faster than revenue growth. According to NACS, direct store operating expenses increased 12.7% over the past two years, with repairs and maintenance up 17.3%.[1] In grocery alone, facility expenses rose 11.8% in 2024, outpacing overall expense growth of 7.1%.[2]
At the same time, work orders are taking longer and costing more. Vixxo benchmarking shows that many operators average 14.7 days to complete a work order compared to a best-in-class 8.7-day benchmark, leaving efficiency and profitability on the table.[3] Nearly 19% of all break-fix work orders happen within 30 days of a prior call in the same trade, signaling callback issues and workmanship gaps.[3]
It is not that teams are working less. It is that they are working blind. When every decision is made on gut feel instead of verified insight, cost overruns, callbacks, and downtime are inevitable.
Data-first FM is an operating model in which every decision on spend, vendor selection, asset replacement, and service quality is grounded in verified, real-time data rather than intuition or historical habit. It does not eliminate human expertise. It enhances it.
By blending analytics with boots-on-the-ground expertise, leaders can manage cost, quality, and scale all at once. Traditional models force you to choose between two of those three. Data-first FM lets you hold all three simultaneously.
Vixxo's 40 years of work order history across more than 200,000 service providers and 3 million assets managed reveal a consistent pattern: programs that make decisions using actual time-on-site data, validated pricing, and verified asset histories consistently outperform those that rely on self-reported provider data or spreadsheet-based tracking.[3]
Technology alone will not fix it. According to industry data, 80% of CMMS users never use all of their software's features due to cost barriers, limited integrations, or poor usability.[4] Without the right data pipelines, AI models, and workflows to interpret the information, technology creates more noise than clarity.
The following table summarizes current-state FM performance versus best-in-class outcomes across key metrics relevant to multi-site operators in retail, convenience, grocery, and restaurant verticals.
Table 1. Current-State vs. Best-in-Class FM Benchmarks | Sources: Vixxo internal dataset (2024); Brightly Software (2023); NACS State of the Industry Report (2024)
| Metric | Unit / Period | Typical Current State | Best-in-Class | Gap | Primary Source |
|---|---|---|---|---|---|
| Average work order completion time | Days | 14.7 days | 8.7 days | -40.8% | Vixxo benchmarking, 2024 |
| Callback rate (same trade, 30-day window) | % of work orders | ~19% | <8% | -11+ pts | Vixxo internal dataset, 2024 |
| First-time fix rate | % of dispatches | ~72% | >88% | +16 pts | Vixxo performance analytics, 2024 |
| Reactive work orders under PM program | Reduction over 2 years | Baseline | 35 to 40% fewer | -35 to 40% | Vixxo performance analytics, 2024 |
| Energy cost reduction (PM vs. non-PM sites) | % vs. control group | Baseline (no structured PM) | -16.7% | -16.7% | Vixxo energy analytics, 2024 |
| Cost of unplanned vs. planned maintenance | Relative cost multiple | 3x to 9x more per event | Planned cost (1x baseline) | 3x to 9x cost premium for reactive | Brightly Software, 2023; Analytika |
| Administrative burden reduction (automation) | % reduction | Manual workflows | 30% reduction | -30% | Vixxo client outcomes data, 2024 |
| Note: Best-in-class figures represent outcomes achieved within the Vixxo client portfolio under structured data-first FM programs. Individual results vary by vertical, geography, asset mix, and baseline maturity. | |||||
Modern FM is not just about sensors and algorithms. It is about enabling people to work smarter. Vixxo's network of 150,000+ vetted technicians across 40+ trades is continuously monitored through KPIs, client surveys, and quality reviews. High-performing providers receive more dispatches, creating a virtuous cycle of accountability and excellence.
Core operational values ensure that every work order is treated as an opportunity to save clients time, money, and peace of mind. Each dollar saved is not just a metric. It is trust earned and a stronger case for the facilities function at the leadership table.
Methodology
Data sources. Performance and financial claims in this article are drawn from Vixxo's internal work order dataset spanning 40 years of records, with the most recent benchmarks derived from 2024 client program data across convenience retail, grocery, QSR, and multi-format retail verticals.
Benchmark metrics. Work order cycle time benchmarks compare median completion times against identified top-decile performers in matching trade and geography cohorts. Best-in-class figures represent the top 10% of comparable programs.
PM impact metrics. Reactive work order reduction and energy savings figures are based on before-and-after analysis of client sites enrolled in Vixxo-managed PM programs versus matched control-group sites not enrolled in PM during the same period.
External data. NACS operating expense figures are sourced from the NACS State of the Industry Report. Grocery expense growth data is sourced from FMI (Food Marketing Institute) industry reporting. Unplanned maintenance cost multiples are sourced from Brightly Software and Analytika published research.
Citations and References
Frequently Asked Questions
What does "data-first" mean in facilities management?
Data-first FM means making every operational decision — from vendor selection to asset replacement to budget allocation — based on verified, real-time data rather than historical habit or instinct. It combines analytics with field expertise so leaders can optimize cost, quality, and scale simultaneously rather than trading one off against the others.
Why is the callback rate an important FM benchmark to track?
A high callback rate — defined as a return visit in the same trade within 30 days — signals that work is not being completed correctly on the first visit. This drives up cost through duplicate dispatch fees, labor, and parts, while also creating unnecessary equipment downtime. Tracking and reducing callback rates is one of the fastest ways to improve both service quality and FM spend efficiency.
How does preventive maintenance reduce energy costs?
Equipment that is regularly serviced runs more efficiently, drawing less power to maintain the same output. Vixxo's analysis of client programs found that sites enrolled in structured PM programs achieved 16.7% lower energy costs compared to matched control-group sites without PM coverage, a meaningful return on a relatively modest maintenance investment.
Ready to see where your FM program stands?
Read Part 2 to see how Vixxoverify, the field tech AI assistant, and VixxoLink work together to close the gaps in your program.
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