The 100-Metric Assessment: What We Look At

Before we build anything for a partner, we run a complete diagnostic. We call it the Growth Readiness Assessment, and it evaluates 100 specific metrics across five pillars of a service business. Here is what we look at and why.

The Five Pillars

Every service business, regardless of industry, runs on the same five pillars: Marketing, Sales, Operations, Finance, and Technology. Weakness in any one pillar creates a bottleneck that limits growth. Our assessment identifies exactly where those bottlenecks are.

Marketing: 25 Metrics

We evaluate website performance including load speed, mobile optimization, conversion rate, and SEO health. We look at Google Business Profile completeness, review count, review velocity, and average rating. We assess social media presence, content quality, posting frequency, and engagement. We review paid advertising efficiency, cost per lead by channel, and lead source diversification.

Most service businesses score below 40% in marketing. The most common gaps are a website that does not convert, a thin Google Business Profile, and no review generation system.

Sales: 20 Metrics

We look at lead response time, follow-up sequence quality, CRM usage, pipeline visibility, close rate by source, average ticket size, estimate-to-close ratio, and lead nurturing automation. We also assess the proposal or estimate process, pricing strategy, and upsell or cross-sell systems.

The most common sales gap is response time. Most service businesses we assess take over two hours to respond to new leads. The best take under two minutes.

Operations: 25 Metrics

We evaluate scheduling and dispatch efficiency, job costing accuracy, customer communication workflows, quality control processes, standard operating procedures, team onboarding and training, and customer satisfaction measurement. We also look at fleet management, inventory systems, and safety protocols where applicable.

Finance: 15 Metrics

We assess invoicing speed, accounts receivable aging, profit margin by service, overhead ratio, cash flow management, financial reporting cadence, and budgeting processes. Many service businesses do not know their true cost per job or their profit margin by service line.

Technology: 15 Metrics

We evaluate the tech stack for redundancy, integration quality, automation coverage, data accuracy, and scalability. Most service businesses have three to five tools that do not talk to each other, creating manual work and data gaps.

What Happens After the Assessment

Every partner receives a detailed scorecard with a prioritized 90-day action plan. We identify the three to five changes that will have the biggest impact on revenue and efficiency, and we build those first. That is how we take businesses from chaotic to systematic.

Cole Emmons

Founder, New Age Adaptation