The global authority in IT Service & Support benchmarking
Since 2006, MetricNet has delivered more than 4,000 benchmarks to organizations worldwide — providing the actionable diagnostics that drive measurable performance improvement.
Enabling performance improvement through data-driven insights
MetricNet is dedicated to helping business people worldwide manage their organizations more efficiently and effectively. Through consultant-led benchmarking engagements, we enable organizations to:
- Benchmark performance against a true peer group — matched by scope, scale, complexity, and geography
- Diagnose root causes of performance gaps with 40+ KPIs and 140+ best practices
- Establish performance targets aligned with top-quartile achievers in your peer group
- Demonstrate measurable ROI — hundreds of millions in cost savings across our client base
- Drive accountability through metrics-based performance goals and balanced scorecards
- Achieve world-class performance through structured continuous improvement programs
Bespoke Benchmarking
Consultant-led peer group benchmarks for IT Service Desks, Desktop Support, Contact Centers, and Field Services. Every engagement is tailored to your organization's unique needs.
Consulting & Advisory
Expert guidance on outsourcing advisory, customer satisfaction engineering, technology audits, AI/ML strategy, metrics maturation, and coaching sessions.
Thought Leadership
150+ whitepapers, 220+ webcasts, monthly training events, HDI/ICMI metrics courses, and 25+ consecutive years as featured conference speakers.
What Sets Us Apart
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.
Meet the Executive Team
Jeff Rumburg
Founder & Managing Partner
Jeff Rumburg is the founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony. Mr. Rumburg was honored by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. He has been recognized by HDI as one of the top 25 thought leaders in service and support for 10 consecutive years, and was recently inducted in the HDI Thought Leader Hall of Fame. Prior to founding MetricNet, Mr. Rumburg was president and founder of The Verity Group. He has also held executive positions at META Group and Gartner. His education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering.
Angela Irizarry
President & Chief Operating Officer
Angela Irizarry is the President and Chief Operating Officer of MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and detecting industry trends. She joined MetricNet in 2013 and has over 20 years of experience in the IT service and support industry. Angela is passionate about helping organizations improve their performance through data-driven insights and best practices.
More Than Half the Fortune 500 Trust MetricNet
Since 2006, we have had the privilege of working with organizations of all sizes from virtually every industry sector. Here is a representative sample of our client base.
Frequently Asked Questions
What is a peer group benchmark, and how is it different from an industry average?
A peer group benchmark compares your performance to a carefully selected group of similar organizations matched by scope, scale, complexity, and geography. Unlike broad industry averages — which lump together organizations of vastly different sizes and types — a peer group benchmark ensures true comparability. This is the only way to get meaningful, actionable insights about your performance.
What services does MetricNet offer?
MetricNet's core business is consultant-led peer group benchmarking for IT Service Desks, Desktop Support, Contact Centers, and Field Services. Beyond benchmarking, we offer Continuous Improvement programs, Outsourcing Advisory, Customer Satisfaction Survey Engineering, Technology Audits, AI/ML Strategy, Metrics Maturation, and Coaching Sessions.
What is the difference between a cost benchmark and a price benchmark?
A cost benchmark is designed for organizations that run their service desk, desktop support, or call center internally. A price benchmark is designed for organizations that have outsourced to a third party. Cost benchmarks show how efficiently your internally run operations compare to peers. Price benchmarks show how competitive the price is that you are paying to your outsourcer.
How long does a benchmark engagement take?
MetricNet's clients typically spend 10–15 hours on data collection. Once we receive your data, we complete the benchmark within 4 weeks.
What KPIs are included in a MetricNet benchmark?
A typical service desk benchmark includes 40+ KPIs: Cost per Contact, Cost per Minute of Handle Time, First Level Resolution Rate, Contacts per Agent per Month, Agent Utilization, Customer Satisfaction, Average Handle Time, Average Speed of Answer, Abandonment Rate, and many more. We also assess 140+ best practices.
How does MetricNet select peer groups?
MetricNet selects peer groups based on four key dimensions: scope (what services are provided), scale (volume of contacts/tickets), complexity (technical environment), and geography (location and language requirements). This ensures you are compared to truly similar organizations, not just broad industry averages.
Does MetricNet have experience in my industry?
MetricNet has conducted benchmarks in every major vertical market including financial services, healthcare, higher education, insurance, hospitality, energy/utilities, retail, technology, manufacturing, government, and more. We have benchmarked more than half of the Fortune 500.
Ready to benchmark your organization?
Contact us to discuss your specific benchmarking needs. Most engagements are completed within 4–6 weeks.