Precision benchmarking through rigorous peer group matching
A real benchmark compares you against a peer group of truly similar organizations — not industry averages that obscure meaningful differences.
Four dimensions of comparability
MetricNet selects peer groups based on four critical dimensions that ensure you are compared to organizations that truly resemble yours. This is what separates real benchmarking from broad customer-based comparisons.
Scope
What services are provided? The range of functions and responsibilities covered by your support organization.
Scale
Volume of contacts, tickets, or interactions. Organizations of similar size face similar challenges and resource constraints.
Complexity
Technical environment complexity including number of applications supported, platforms, and integration requirements.
Geography
Location, language requirements, and regional labor market conditions that affect cost structures and service delivery.
From data collection to actionable insights
Data Collection
Structured questionnaire captures your KPIs across cost, quality, productivity, and customer satisfaction dimensions.
Peer Matching
Your organization is matched to a peer group based on scope, scale, complexity, and geography.
Gap Analysis
Performance gaps are identified and quantified against peer group averages and best-in-class performers.
Recommendations
Rules-based diagnostics determine root causes and provide specific, actionable improvement recommendations.
Comprehensive KPI Coverage
A typical MetricNet benchmark covers dozens of KPIs across multiple performance dimensions. Below are the core categories measured.
Cost Metrics
- Cost per Contact
- Cost per Minute of Handle Time
- Total Cost of Ownership
Productivity Metrics
- Contacts per Agent per Month
- Agent Utilization
- Agent Occupancy
Quality Metrics
- First Level Resolution Rate
- First Contact Resolution
- Ticket Quality Score
Customer Experience
- Customer Satisfaction (CSAT)
- Net Promoter Score
- Call Quality
Workforce Metrics
- Annual Agent Turnover
- Agent Training Hours
- Agent-to-Supervisor Ratio
Efficiency Metrics
- Mean Time to Resolve (MTTR)
- Self-Service Completion Rate
- Tickets per User per Month
Why our data is different
30+ Years of Benchmarking Data
MetricNet's database spans more than 30 years of benchmarking data, providing unmatched historical context and trend analysis capabilities. All data in the database is less than 12 months old and is validated through rigorous math and logic checks.
Nearly 4,000 Completed Benchmarks
Our database includes benchmarks from organizations of all sizes, across all industries and geographies, ensuring robust peer group matching regardless of your profile.
Rigorous Data Validation
Every data point is validated by MetricNet analysts before inclusion in our database. Outliers are investigated and corrected, ensuring the integrity of every benchmark comparison.
Experience the difference of true peer group benchmarking
Contact us to discuss a bespoke benchmarking engagement for your organization.