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Professional Service Organization KPIs Whitepaper

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Much is written about key performance indicators (KPIs) in services organizations and the impact these metrics have on operational effectiveness. While independent consultants and research groups identify a plethora of KPIs, services leaders find many KPIs to be challenging to understand and implement. Meanwhile, small and mid-sized organizations find the universe of metrics to be overwhelming and costly to track.

This research report presents survey results of more than 100 professional services leaders asked what real-world metrics they're tracking to provide a realistic perspective of the metrics that are most likely to impact them.

The survey findings include:

  • The four key metrics most companies track
  • Critical differences between types of organization, such as private vs. public or Saas vs. non-Saas
  • Pain points in gathering and implementing usable metrics
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