Equipment failures affect far more than the piece of equipment itself. When critical assets go offline, productivity slows, kitchen operations are disrupted, employees are forced to adjust workflows and customer experiences can suffer.

To better understand the operational and financial effects of downtime, Parts Town surveyed approximately 1,800 professionals representing both chain and institutional organizations in 2025. Chain respondents included restaurants, grocery stores and convenience stores, while institutional participants represented education, healthcare, hospitality and corporate facilities.

The findings provide valuable insight into how organizations experience equipment downtime, where the biggest challenges exist and what operators value most when keeping their facilities running.

New Whitepaper Explores the Cost of Downtime

Equipment downtime extends well beyond maintenance expenses. It can impact labor efficiency, food safety, customer satisfaction and day-to-day operations.

Our latest whitepaper examines the survey findings in detail, highlighting the risks associated with unplanned equipment failures while identifying practical opportunities to reduce disruptions and improve operational performance.

Discover the Hidden Costs of Downtime
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Downtime Is More Common Than Many Organizations Realize

Survey results show that unplanned equipment failures remain a frequent operational challenge for both chain and institutional organizations.

Among the findings:

• One in three respondents experience unplanned equipment downtime every week.

• Refrigeration equipment and fryers were identified as both the most frequently failing and the most disruptive pieces of equipment.

• Institutional organizations also face additional challenges related to aging infrastructure and compliance requirements, where equipment failures can interrupt meal service, inspections and safety initiatives.

The financial impact is equally significant.

• Nearly 40% of fryer repairs within chain organizations cost more than $1,000.

• Up to 70% of institutional respondents reported they do not know the true cost of equipment downtime, highlighting an opportunity for greater cost awareness and planning.

Repair Frequency Remains High for Critical Equipment

Many respondents indicated that their most important equipment requires ongoing repairs throughout the year.

Survey data showed:

• Half of all respondents reported their most critical equipment requires four or more repairs annually.

• Thirty-nine percent of institutional respondents repair HVAC equipment seven or more times each year.

• Fifty-five percent of chain respondents experience fryer failures four or more times annually.

• Fryers, refrigerators and freezers ranked among the equipment categories requiring the most frequent repairs.

Preventive Maintenance Makes a Difference

The survey also revealed differences in preventive maintenance practices.

More than half of chain respondents perform preventive maintenance on key equipment every month, demonstrating a more consistent maintenance approach.

Institutional organizations were more likely to perform preventive maintenance quarterly, often due to staffing limitations and competing priorities.

Maintaining a consistent preventive maintenance program can help reduce unexpected breakdowns, lower long-term repair expenses and improve equipment reliability.

OEM Parts Continue to Be a Priority

Respondents also shared how they approach replacement parts.

More than 60% of both chain and institutional respondents said OEM replacement parts are either very important or extremely important when maintaining equipment.

When OEM parts are unavailable, however, purchasing behavior changes.

• Seventy-six percent of institutional respondents choose generic replacement parts.

• Sixty percent of chain respondents also purchase generic alternatives when OEM inventory is unavailable.

Local Parts Purchasing Creates Hidden Inefficiencies

The survey highlighted another area that affects productivity: sourcing replacement parts locally after equipment failures occur.

Among respondents:

• Fifty-eight percent of institutional organizations purchase parts locally.

• Fifty-five percent of chain organizations do the same.

• More than half spend at least 45 minutes each day traveling to or waiting for replacement parts.

Keeping commonly used parts readily available can help reduce travel time, minimize repair delays and allow technicians to focus on completing repairs more efficiently.

What Operators Value Most

Regardless of market segment, respondents consistently identified the same characteristics when choosing a supplier.

The top priorities included:

• Fast shipping

• Extensive in-stock inventory

• Convenient digital ordering

• Knowledgeable and responsive customer support

Turning Survey Insights into Action

The findings reinforce that equipment downtime is an operational and business challenge—not simply a maintenance concern.

The research is helping shape ongoing efforts to:

• Develop smarter stocking and inventory strategies.

• Enhance digital search, ordering and tracking capabilities.

• Improve communication around backorders and returns.

• Connect customers with the right replacement parts when they need them most.

Ultimately, customers are looking for dependable partners that help keep operations running smoothly. Fast shipping, broad inventory availability and intuitive digital ordering all contribute to minimizing downtime and supporting more reliable day-to-day operations.