Benchmarking Data Files
MetricNet's benchmarking data files are Excel workbooks containing industry benchmark data compiled from over 4,000 benchmarks conducted across more than 30 years. Each data file provides the reference data you need to compare your organization's performance against a true peer group.
What is a Benchmarking Data File?
A benchmarking data file is a licensed Excel workbook containing MetricNet's industry benchmark data for a specific support channel, industry sector, and geography. It is reference data — not an interactive tool or calculator. Organizations use these files to conduct their own internal analysis, build custom reports, or integrate benchmark data into their existing dashboards and scorecards.
Each data file contains anonymized performance data from MetricNet's proprietary database, organized by KPI with statistical distributions (top quartile, median, bottom quartile) so you can see exactly where your organization stands relative to peers.
How to License a Data File
Contact MetricNet
Tell us the support channel (service desk, desktop support, or contact center), industry sector, and geography you need. We will recommend the right data file and tier for your requirements.
We Prepare Your Data File
MetricNet pulls and prepares the Excel data file from our proprietary database, customized to your specified peer group parameters.
Delivery
We deliver the licensed data file to you via secure transfer. Please allow up to five business days for preparation and delivery.
Data File Tiers
Choose the depth of data that matches your analysis needs. All tiers cover the same channels, industries, and geographies — they differ in the number of KPIs included.
CORE
Volume discounts available (up to 37% off for 10+ sets)
Essential benchmarking metrics for organizations seeking a focused performance snapshot.
PLUS
Volume discounts available (up to 37% off for 10+ sets)
Expanded dataset with handle time, SLA, and agent workforce metrics for deeper operational insight.
PRO
Volume discounts available (up to 37% off for 10+ sets)
The complete dataset — includes inbound channel mix, all cost breakdowns, and full chat metrics for omnichannel operations.
Data Coverage
Our benchmarking database spans 18 countries and 13 industry sectors with dozens of process queues, ensuring precise peer group matching.
Industry Sectors & Queues
Countries in Database
Free Sample Data Files
Download free sample data files to see the format, structure, and types of metrics included at each tier. Sample data is illustrative only and does not represent actual benchmark values.
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.
Opens artevys.com in a new tab.
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.
Ready to License Benchmarking Data?
Contact MetricNet to discuss your requirements. We will help you select the right channel, industry, geography, and tier for your needs.
Data files vs. consultant-led benchmarks: Data files are licensed Excel workbooks containing MetricNet's reference data for self-directed analysis. For comprehensive benchmarking with diagnostics and recommendations, contact us about our consulting engagements. Learn more about our services.