Internal Metrics Tell the Story

What are the internal metrics and vernacular that most recruiting and search organizations have around performance? Usually you will see metrics such as new search engagements, job orders, paid first retainer, paid second retainer, total administrative fees invoiced, etc. All of these are measures that have been traditionally used by search firms to track their success in transactional business terms. But what about internal quality of work vs. quantity of work? What about also measuring client satisfaction and development?

At Westport, our metrics are focused on the quality of work we do for our clients, not selling more volume. Being a client focused organization is the very core of our business model and operating principles. We achieve over 80% of our growth revenue from current clients and referrals. We believe that our performance speaks for itself. Do we love getting new clients – absolutely! The difference being that when we do get a new client, our focus is on executing for them not selling to the next one.