Acquisition
- Lead-to-consultation rate — target 45%+
- Consultation-to-signature rate — target 35%+
- Cost per acquired client against first-90-day revenue
Operations
- Time from signature to first dispute — target under 24 hours
- Average dispute round cycle time — target 35 days
- Items worked per processor per week
- Percentage of files with a documented strategy
Outcomes and retention
- Item removal rate by round and by bureau
- Average score movement at 90 and 180 days
- Monthly churn and average client tenure
- Portal login rate as an early churn signal
Review these weekly with the same definitions every time. A metric that gets redefined mid-quarter is a metric nobody trusts.