An industry average is not a benchmark.
More than half of the Fortune 500 rely on MetricNet to compare their performance against true peer groups — matched by scope, scale, complexity, and geography. We deliver actionable diagnostics that drive measurable results.
Consultant-led benchmarking that delivers measurable results
MetricNet's core business is bespoke benchmarking engagements — comprehensive, analyst-led projects that compare your performance against a carefully selected peer group. We don't just show you where you stand; we diagnose why, recommend specific actions, and set performance targets based on top-quartile achievers in your peer group.
Most clients report achieving measurable results in as little as one month following the completion of a benchmark. Cost savings, quality improvements, faster resolution times, and higher ROI are the standard outcomes.
Benchmarked once a year, or benchmarked continuously?
A benchmark is the most defensible picture of an operation available anywhere — and it starts aging the day it is delivered. Artevys keeps it current: MetricNet's methodology and thirty years of data as a live platform, grounded in your numbers and answering in plain language.
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Always current
Your position updates as the operation moves, not once a year.
Interpreted, not just reported
What the numbers mean and what to do about them — not another dashboard.
Grounded in the benchmark
The same peer groups and definitions behind every MetricNet engagement.
Benchmarking across every support function
Whether you operate an internal service desk, outsourced contact center, or field services team — MetricNet has the peer group data to benchmark your performance.
IT Service Desk
Comprehensive benchmarks for IT service desk operations including cost per contact, agent utilization, first contact resolution, customer satisfaction, and 40+ additional KPIs.
Desktop Support
Benchmarks for desktop support organizations covering technician utilization, cost per ticket, resolution times, first-time fix rates, and customer satisfaction.
Contact Center
Call center and contact center benchmarks for all industries and geographies, covering cost, quality, efficiency, and customer experience metrics.
Field Services
Benchmarks for field service operations including dispatch efficiency, first-time fix rates, technician productivity, and cost per dispatch.
The industry's most trusted benchmarking authority
Unmatched Experience
More than 4,000 benchmarks completed across every vertical market for more than half the Fortune 500.
Comprehensive Database
40+ KPIs and 140+ best practices. All data less than 12 months old, validated for accuracy through rigorous math and logic checks.
Streamlined Methodology
Clients spend an average of 10–15 hours on data collection. Benchmarks completed within 4 weeks. No vendor bias.
Demonstrable ROI
Hundreds of millions in cost savings, +12 pts CSAT on average, 2X improvement in overall Service Desk ROI.
Thought Leadership
150+ whitepapers, 220+ webcasts, HDI/ICMI metrics courses authored, 25+ consecutive years as featured conference speakers.
Discover how you compare against your true peer group
Join the thousands of organizations worldwide that trust MetricNet benchmarks to drive measurable, continuous improvements in service delivery. Most peer group benchmarks are completed within 4 weeks.
Trusted by More Than Half the Fortune 500