Program Differentiators - Key Elements:
We aim to earn program status by consistently performing across key metrics: quality, conversion, cycle times, volume, and customer satisfaction.
Our team and platform are guided by core principles—trust, service, reliability, and results. These values shape how we operate and how we measure success.
Our focus is on building a standout customer experience grounded in transparency, collaboration, and long-term relationships. In an industry driven by performance, we strive to maintain a supportive, inclusive environment for partners and homeowners.
We continuously improve by tracking leading indicators, using data-driven insights, and upholding high standards.
This is The LightReach Way.
Metric | What We Measure | Why it Matters | Requirements |
Quality |
Measured at M1 and M2 | Ensures smooth processes and high performance standards | Maintain high consistent performance across all metrics |
Volume |
| Helps with planning, resource allocation and adapting to changing demand | Minimum: 3 NTP approvals per quarter (1/month) |
Impact |
Measured by partner | Ensure systems are sold, installed and supported for long term success and homeowner satisfaction | Maintain high collection rates and NPS through communication, reliable systems, and providing proactive service |
Metric Tiers are defined below
Metrics (click to expand):
Quality
Quality
The success of milestone achievement, as measured by 1st-Time M1 & M2 Approval Rate(s).
Tier | Quality Metric |
Platinum | >80% |
Elite | >70% |
Pro | >60% |
Certified | >50% |
Minimum All partners must remain above 50%, as a platform standard | 50% |
Measurement | 1st Time M1 & M2 Approval Rate(s) |
Conversion
Conversion
The success converting sales into active, performing and productive systems, as measured as projects achieve M2 approval.
Tier | Conversion Metric |
Platinum | >80% |
Elite | >70% |
Pro | >60% |
Certified | >50% |
Minimum All partners must remain above 50%, as a platform standard | 50% |
Measurement | % of M2s vs. NTP |
Cycle Time(s)
Cycle Time(s)
(1) M1 Approved Not PTO, or the percentage (%) of the backlog that qualifies as aging
Aging = M1 approved projects > 60 days without PTO
Tier | Conversion Metric |
Platinum | <5% |
Elite | <10% |
Pro | <15% |
Certified | <20% |
Minimum All partners must remain below 20%, as a platform standard | 20% |
Measurement | % of backlog that is M1 approved > 60 days without PTO |
(2) Rejection Age, or the number (#) of days without resubmission
Aging = Rejection age > 21 days
Volume
Volume
The number (#) of M2 approvals
Tier | Volume Metric |
Platinum | >100/month |
Elite | >75/month |
Pro | >50/month |
Certified | <25/month >3/month |
Minimum | >3/month |
Measurement | # of M2 approvals / month |
Collection Rate
Collection Rate
Post-Activation homeowner billing payment rate
Tier | Collection Rate Metric |
Platinum | >98% |
Elite | >98% |
Pro | >98% |
Certified | >98% |
Minimum | 98% |
Measurement | Upon due dates on recurring monthly billing cycles |
Net Promoter Score (NPS) Rate
Net Promoter Score (NPS) Rate
Used to denote customer loyalty and satisfaction
Tier | NPS Rate Metric |
Platinum | >0% |
Elite | >0% |
Pro | >0% |
Certified | >0% |
Minimum | 0% |
Measurement | (1) 90 days post-activation and (2) one year anniversary |