Program Differentiators - Key Elements:
Expected Achieved Metrics: Anchored in earning program status through consistently combining, delivering and excelling across integral measurables: quality, conversion, cycle times, volume and customer metrics.
Relationships… Experiences… Dependability… Delivery… Service… Success… A few of our core tenants and the more intricate ways we self-reflect on the LightReach team, our financial product, accompanying platform and supporting programs.
We’ve set out to prioritize and create a differentiated customer experience with a foundation entrenched in collaboration, longevity, transparency, intentional habits and happiness. In a world where expectations and performance can be self-serving, we strive to create and maintain an ecosystem that is encompassing, friendly and protective of our industry, partners and homeowners alike. As we relentlessly pursue knowledgeable improvements, we’ll reflect on various leading indicators that ground us in our aforementioned principles, leverage business intelligence insights that drive continuously refine and reinforce our collaborative standards of excellence.
We call it The LightReach Way!
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 |
Quality
LightReach jointly defines through:
1st-Time Milestone Approval Rate (%)
Funnel Conversion (%)
Cycle Times (#, days)
Measured at:
M1 and M2
Forthright in our quality expectations - intentional focus, emphasis and importance on end-to-end efficacy and efficiency of throughput. Not only helps maintain elevated fulfillment standards through enforcing submittal and on-site standards, but also serves to inform strategy, focus and capacity of our reciprocal services.
Volume
LightReach defines and measures in two ways:
Quantity (#) of approved M2 milestones achieved
Attainment (%) against forecast
Two-fold approach that values the successful balance of forecasted projections and attained achievements. Predictive demand (including conversion) affords adaptability in a fluid environment and lends to informed decisions, resource allocation, planning and budgeting.
Minimum Requirement: three NTP approvals per quarter (one per month)
Impact
LightReach defines and measures in two ways:
Homeowner collection rate (%), by partner
Homeowner NPS score (%), by partner
Homeowner portal. Soft credit check. First-year savings. Production guarantee. Proactive compliance checks and rechecks. System maintenance, warranties and services. We care about our homeowners and their systems - the way they are sold, installed, successfully functioning and optimally performing. As we embark on our 25-year relationship, we emphasize their expressed sentiment and collection rate as paramount indicators.