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Benchmarking & Performance Improvement Solutions

MetricNet’s mission is to be a trusted advisor, expert, and consultant to the IT Service and Support and Contact Center Industries. We offer a number of products and services including:

  • Benchmarks and Key Performance Indicators
  • Competitive Intelligence, Market Research, and Trends Analysis
  • MSP Contract and Procurement Assistance
  • Best Practices Training, Research, and Consulting
  • Headcount, Cost, and ROI Calculators and Scorecards

Thousands of Customers Trust MetricNet

What We Do

MetricNet is the leading source of benchmarks, scorecards, metrics, and best practices for Information Technology and Contact Center Professionals worldwide. More than half of the GLOBAL 2000 rely on MetricNet benchmarks and expertise to improve and optimize performance. Our mission is to provide you with the insights you need to run your business more effectively.

We offer four core benchmarking products including The One Year Path to World-Class Performance – a continuous improvement program, industry benchmarks that are downloadable from our website, benchmarking data files for those who wish to conduct their own benchmarking analysis, and comprehensive peer group benchmarks that compare your performance to a peer group of similar organization (i.e., similar in scope, scale, complexity, and geography). Visit our benchmarking page to learn more. From there, you can also download sample Service Desk, Desktop Support and Call Center benchmarking reports, data files and peer group benchmarks.

In addition to our four core benchmarking products, MetricNet offers a range of custom consulting engagements that include ethical competitive intelligence, metrics maturation, managed service provider (MSP) procurement assistance, and a variety of optimization initiatives. Learn more by downloading our company overview!

Our Partners

ITSM organizations that we believe to be the best in the industry

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MetricNet’s online shop offers a variety of instantly downloadable calculators, scorecards, tools, industry benchmarks, and benchmarking data files for Service Desks, Desktop Support Groups, and Contact Centers worldwide.

Desktop Support
3 Reports
Call Center
7 Reports
Service Desk
7 Reports
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More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. Click the links below to browse our most popular products and download sample reports.

Downloadable Benchmarks
17 resources
Benchmarking Data
3 resources
Peer Group Benchmarks
3 resources
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MetricNet offers a range of free resources for IT Service, IT Support and Contact Center professionals. As you browse our website and resource library, you may notice that some of our full resources are only available to members. Membership is free and sign-up only takes a moment.

Webcasts
92 resources
Whitepapers
30 resources
Metric of the Month
38 resources

MetricNet Launches New Suite Of Tools For Contact Centers And Technical Support Desks

Leveraging more than 30 years of expertise and benchmarking data, MetricNet, LLC has developed a comprehensive suite of scorecards, tools, templates, and calculators for Contact Centers and Technical Support organizations that aspire to achieve world-class performance. Today, MetricNet is excited to announce that its new suite of tools is now available for immediate download.

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MetricNet’s Jeff Rumburg Is Honored And Excited To Have Been Named One Of HDI’s Top 25 Thought Leaders For 2026!

This marks the ninth occasion that Mr. Rumburg has been selected as a top thought leader. All 25 individuals were nominated by their peers for their contributions to the technical service and support industry. Those that made the list are highly regarded in the technical service and support community for their expertise as consultants, bloggers, speakers, mentors, and practitioners.

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Last News from MetricNet

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