MetricNet

What MetricNet does

MetricNet is a performance benchmarking and consulting firm specializing in IT Service and Support and Contact Center industries. Founded by Jeff Rumburg (with company-history sources citing 1994 following his tenure at The Verity Group, Gartner, and META Group), the company maintains a global benchmarking database of nearly 4,000 Service and Support benchmarks accumulated over more than 30 years. Core offerings include downloadable industry benchmarks for Service Desks, Desktop Support groups, and Contact Centers (sold from an online shop starting at $2,999), Excel-based On-Demand Benchmark tools launched in November 2023 featuring Balanced Score methodology and visual alerts, custom consulting engagements (competitive intelligence, metrics maturation, MSP procurement), and instructor-led virtual workshops. Supporting the catalog is an extensive content library of webcasts (50,000+ registered professionals on BrightTALK), whitepapers, podcasts, and a "Metric of the Month" series.

The business operates as a privately held LLC (Metricnet, LLC) headquartered in Incline Village, Nevada, with no disclosed outside funding or parent company. Revenue is generated primarily through one-time perpetual licenses for benchmarks and Excel tools, professional services for custom consulting engagements, and freemium content membership. Named customers span Fortune 500 enterprises (IBM, Coca-Cola, General Motors, Sony, Hewlett-Packard, American Express, USAA, Deloitte, Tiffany & Co.) and major universities (Stanford, Northwestern, Emory), and the company claims that more than half of the Global 2000 and Fortune 500 rely on MetricNet benchmarks. Distribution is omnichannel: an e-commerce storefront for instant downloads, direct enterprise sales for consulting, and content-driven demand generation via BrightTALK webcasts, SlideShare, and a YouTube podcast series.

The company is led by Managing Partner and Co-founder Jeff Rumburg, a nine-time HDI Top 25 Thought Leader inducted into the HDI New Thought Leaders Hall of Fame in 2026, and President/COO Angela Irizarry, who oversees operations, sales, marketing, and intellectual property. The firm has remained founder-controlled with no institutional investors and no recorded M&A activity, positioning itself as the established incumbent in a niche benchmarking category rather than a venture-backed growth company.

Name

MetricNet

Legal name

Metricnet, LLC

Website

https://metricnet.com

Company type

Private

Founded year

1994

Operating status

Operating

Headcount range

101–250 employees

Short description

MetricNet is a privately held IT Service and Contact Center benchmarking and consulting firm offering downloadable industry benchmarks, Excel-based performance tools, and custom consulting to enterprise clients, with claims that more than half of the Global 2000 and Fortune 500 rely on its data.

Ownership category

akta.pro rank

Product category

IT Service Management Benchmarking

NAICS

Computer Systems Design and Related Services (54151), Web Search Portals and All Other Information Services (519290)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Management Services (8741)

akta.pro primary industry

Semantic Layer, Metrics Store & Headless BI (HDAEAMAE)

Keywords

• IT service benchmarking
• Performance metrics
• Contact center benchmarks
• Service desk analytics
• KPI benchmarking

Headquarters

HQ city

Washington

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations

Revenue model

1. Downloadable Benchmarks: Instantly downloadable benchmarking reports, data files, and peer group benchmarks for Service Desk, Desktop Support, and Contact Center functions. Products are available for purchase from the online shop starting at $2,999.
2. Custom Consulting Engagements: Bespoke consulting services including ethical competitive intelligence, metrics maturation, MSP procurement assistance, and optimization initiatives.
3. Virtual Workshops: Instructor-led training workshops available for purchase, covering service desk best practices and performance optimization.
4. Scorecards, Tools, and Templates: Comprehensive suite of downloadable calculators, scorecards, tools, and templates for Contact Centers and Technical Support organizations aspiring to achieve world-class performance.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels7 records

Core offering

MetricNet provides downloadable industry benchmarks, scorecards, Excel-based performance optimization dashboards, and consulting services for IT Service Desks, Desktop Support, and Contact Centers. Its offerings combine a global benchmarking database of nearly 4,000 Service and Support metrics with a cloud-based real-time benchmarking engine, virtual workshops, and custom consulting engagements sold to large enterprises.

Product overview

MetricNet offers a comprehensive benchmarking and performance improvement platform focused on IT Service and Support and Contact Center industries. The core offering consists of four main benchmarking products: (1) Industry Benchmarks downloadable from the website for Service Desk, Desktop Support, and Contact Centers; (2) The One Year Path to World-Class Performance continuous improvement program; (3) Benchmarking Data Files for self-directed analysis; and (4) Peer Group Benchmarks comparing performance against similar organizations. Additional products include On-Demand Benchmarks (Excel-based tools for Service Desk and Contact Center performance optimization), scorecards/calculators/tools/templates suite, and webcasts/podcasts/whitepapers as knowledge resources. Custom consulting engagements cover competitive intelligence, metrics maturation, MSP procurement assistance, and optimization initiatives. More than half of the Global 2000 rely on MetricNet benchmarks and expertise.

Differentiator

Problem solved

Functional benefit

Products and services

• Contact Center Benchmarks Downloadable industry benchmarks for contact centers, providing cost, quality, and service level metrics for organizations operating internal contact centers or outsourcing to managed service providers.
• Service Desk Benchmarks Downloadable industry benchmarks for service desks, providing cost, quality, and service level metrics for organizations operating internal service desks or outsourcing to managed service providers.
• Desktop Support Benchmarks Downloadable industry benchmarks for desktop support, providing cost, quality, and service level metrics for organizations operating internal desktop support groups or outsourcing to managed service providers.
• The One Year Path to World-Class Performance A continuous improvement program designed to guide organizations through a structured 12-month journey to achieve world-class performance in service and support operations.
• Benchmarking Data Files Raw benchmarking data files enabling organizations to conduct their own benchmarking analysis using MetricNet's comprehensive database.
• Peer Group Benchmarks Comprehensive benchmarks comparing an organization's performance to a peer group of similar organizations based on scope, scale, complexity, and geography.
• Service Desk Dashboard and Performance Optimizer Excel-based on-demand benchmark tool for service desks that includes six KPIs consolidated into a Balanced Score, automatic cost calculations, visual alerts for data inconsistencies, and customized recommendations.
• Contact Desk Benchmark Dashboard and Performance Optimizer Excel-based on-demand benchmark tool for contact centers that includes industry benchmarking data, user-centric design, streamlined data entry, visual alerts, and expert insights.
• Scorecards, Calculators, Tools, and Templates Suite of downloadable scorecards, calculators, tools, and templates for Contact Centers and Technical Support organizations to measure and improve performance.
• Virtual Workshops Instructor-led virtual training sessions covering best practices for service desks, desktop support, and contact centers.
• Custom Consulting Engagements Custom consulting services including ethical competitive intelligence, metrics maturation, managed service provider (MSP) procurement assistance, and optimization initiatives.
• MSP Contract and Procurement Assistance Expert assistance in managed service provider contract negotiation and procurement processes.
• Vertical Market Benchmarks Industry-specific benchmarks organized by vertical market, allowing organizations to compare performance against peers in their specific industry sector.

Quantifiable outcome

• Organizations practicing root cause analysis have reduced ticket volumes by as much as 15%
• +4 more outcomes

Named customers13 records

Segments4 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Partnerships

Five partnerships are on record, tiered minor and core.

• SDI (Strategic Direction International)minorOthersListed as an ITSM organization partner that MetricNet believes to be among the best in the industry.
• QSTACminorOthersListed as an ITSM organization partner that MetricNet believes to be among the best in the industry.
• HDIcoreOthersHDI is the leading organization dedicated to elevating IT service and support. MetricNet's Managing Partner Jeff Rumburg has served on HDI's Strategic Advisory Board and has received multiple HDI thought leader awards. HDI empowers the technical support and service management community through training, certification, conferences, consulting, and research.
• BrightTALKcoreTechnology or IntegrationBrightTALK hosts MetricNet's webcast series. More than 50,000 industry professionals have registered for and viewed MetricNet's webcasts on the platform. Webcasts are ranked among the best in the industry.
• Informa TechminorOthersHDI is brought to you by Informa Tech, a market leading provider of integrated research, media, training and events to the global Technology community. Informa Tech operates in more than 20 markets with over 600 colleagues.

Scale indicators7 records

Recent moves5 records

Expansion highlights5 records

Broad incumbents

• Gartner: Gartner is the dominant enterprise IT research and advisory firm and Jeff Rumburg's former employer. It publishes ITSM research that overlaps with MetricNet's content and serves the same Global 2000 buyers, but as part of a much broader IT research portfolio.
• IDC: IDC is a global IT market intelligence and benchmarking firm producing enterprise research across ITSM, CX, and contact-center operations. It competes indirectly with MetricNet's research and benchmarking content for the same enterprise analytical-buying centers.
• Forrester Research: Forrester publishes enterprise research and benchmarks spanning customer experience, ITSM, and contact-center operations. It overlaps thematically with MetricNet's coverage of service-and-support performance, but operates as a wide-portfolio research incumbent.

Direct peers

• BenchmarkPortal: BenchmarkPortal is a contact-center focused benchmarking firm offering performance certification, peer-group comparisons, and operational assessments. It is the most direct peer to MetricNet's contact-center benchmarking line, targeting the same call-center operations buyers.
• TSIA (Technology Services Industry Association): TSIA is a membership-driven research and benchmarking organization focused on technology services, including service desks, field service, and customer success. It competes directly with MetricNet on benchmarking content and advisory services for technology-support organizations.
• Service Management Group (SMG): SMG is a customer experience measurement and benchmarking provider combining survey-based CX data with operational benchmarks. It is comparable to MetricNet in providing performance data products to enterprise CX and service operations teams.
• ICMI (International Customer Management Institute): ICMI is a contact-center industry organization providing research, training, certification, and benchmarking content. As part of the Informa Tech family alongside HDI, it overlaps heavily with MetricNet's contact-center audience and benchmarking methodology.
• Strategic Direction International (SDI): SDI is a long-standing benchmarking and consulting peer in the ITSM and contact-center space and is explicitly listed by MetricNet as an industry partner. Both firms publish industry benchmarks and serve overlapping Global 2000 customers with comparable service-desk and contact-center performance offerings.
• The Stevenson Company: Stevenson is a contact-center benchmarking and research firm producing industry-standard performance metrics, similar in scope to MetricNet's contact-center benchmark line. It targets enterprise contact-center operators with comparable KPI and peer-comparison products.

Others

• HDI (Help Desk Institute): HDI is the leading industry association for technical service and support and a core strategic partner of MetricNet. It is not a direct commercial competitor, but its training, certification, conferences, and research content compete for the same IT-support audience's attention and budget.

Market position

Strengths4 records

Weaknesses5 records

Competitive moat5 records

Key risks7 records

Key highlights7 records

Customer concentration

• YouTubeyoutube.com/playlist?list=PLJvfhAujViweoBeaLqyYmr_kyYMIWXFnv
• Xx.com/MetricNet
• Facebookfacebook.com/MetricNet

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about MetricNet