Bespoke Benchmarking & Consulting Engagements
MetricNet's core business is consultant-led benchmarking — comprehensive, analyst-driven projects that deliver actionable diagnostics, performance targets, and measurable ROI. Each engagement is tailored to your organization's unique needs.
Our Core Service Portfolio
Every MetricNet engagement is led by a senior analyst with decades of benchmarking experience. We don't just deliver data — we diagnose performance gaps, recommend specific actions, and set targets based on top-quartile achievers in your peer group.
Peer Group Benchmarks
The Gold Standard in Performance Comparison
MetricNet's peer group benchmarks compare your performance to a carefully selected peer group of similar organizations — matched by scope, scale, complexity, and geography. Unlike broad industry averages, our benchmarks ensure true comparability and deliver actionable diagnostics.
Key Deliverables
- Comprehensive Peer Group Benchmark Report (40+ KPIs)
- Balanced Scorecard Development
- ROI Calculation
- Process Maturity Assessment
- Personnel Surveys (Agent/Technician Satisfaction)
- Action Plan with Performance Targets
- Executive Presentation
Continuous Improvement
One Year Path to World-Class Performance
A structured, year-long engagement that combines benchmarking with ongoing support and accountability. Industry data shows a virtual 1:1 correspondence between organizations that conduct annual benchmarking and those that achieve world-class performance.
Key Deliverables
- Initial Benchmark & ROI Calculation
- Balanced Scorecard Development
- Metrics Training for Your Team
- Quarterly Performance Reviews
- Follow-up Benchmark & ROI (12 months)
- Year-over-Year Improvement Tracking
Consulting & Advisory
Expert Guidance Across IT Service Management
Expert guidance across the full spectrum of IT service management challenges. MetricNet's consulting practice leverages 30+ years of benchmarking data and industry expertise to deliver measurable outcomes.
Key Deliverables
- Customer Satisfaction Survey Engineering
- KPI Consultancy & Implementation
- Technology Audits
- Metrics Maturation Programs
- AI/ML Strategy & Readiness Assessment
- Coaching Sessions
Outsourcing Advisory
Procurement Assistance & Competitive Intelligence
For organizations considering outsourcing their service desk, desktop support, or contact center — or those looking to renegotiate existing contracts — MetricNet provides expert procurement assistance, ethical competitive intelligence, and price benchmarking against the outsourcing market.
Key Deliverables
- Price Benchmark (Outsourced Operations)
- Vendor Evaluation & Scoring
- Contract Negotiation Support
- Ethical Competitive Intelligence
- Outsourcing Readiness Assessment
- Transition Planning & Risk Analysis
Benchmarking Data Files
Raw Data for Custom Analysis
For organizations that wish to conduct their own custom benchmarking analysis, MetricNet offers benchmarking data files in Excel format tailored to your specific needs — by geography, industry vertical, or service function.
Key Deliverables
- Service Desk Data Files
- Desktop Support Data Files
- Contact Center Data Files
- Custom Geographic/Industry Cuts
- Trending Data (Multi-Year)
- Best Practices Database
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.
What We Benchmark
MetricNet provides benchmarks across all major IT service and support functions. Our database covers every industry vertical and geographic region.
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.
Find the right benchmarking solution for your organization
Whether you need a comprehensive consultant-led engagement, benchmarking data files, or expert advisory services, MetricNet has a solution for you.