MSP Insider Measuring Metrics That Actually Matter In Your MSP
In Episode 5 of MSP Insider, host Jeffrey Newton draws from his extensive experience with TruMethods, Service Leadership Index (SLI), SLIQ, and Sea-Level Operations to challenge conventional wisdom about MSP metrics and performance tracking.
With 18 years of hands-on experience implementing various methodologies - from TruMethods' Operational Maturity Level (OML) to Service Leadership's industry benchmarks - Jeffrey breaks down which frameworks actually deliver results and which ones can lead your MSP astray. Through candid analysis of his time working at five different MSPs across seven roles, he reveals why blindly following industry "best practices" can make you hate the company you built.
Key Topics Covered:
- A detailed comparison of TruMethods, SLI, SLIQ, and Sea-Level Operations approaches
- Why 90% of MSPs track metrics but only 35% feel confident they're tracking the right ones
- The truth about NPS scores, utilization rates, and other overrated metrics
- How competing KPIs between teams destroy profitability
- Practical ways to measure what actually matters for MSP growth
Whether you're currently using TruMethods, Service Leadership Index, or another framework - or just starting to track metrics - this episode cuts through the noise to help you focus on numbers that actually drive business success.
Watch now to learn why choosing the right framework and metrics - not just following industry standards - is critical for building a sustainable MSP.