Client Performance Metrics
Analyze client relationships through quote acceptance rates, payment patterns, and project volume
What You'll Learn
- Track quote acceptance rates per client
- Monitor payment timeliness and outstanding balances
- See total hours and revenue per client
- Identify your most and least profitable clients
- Use client data to prioritize relationships
Quote Metrics by Client
Track how many quotes each client has received, accepted, rejected, or let expire. Quote acceptance rate is one of the strongest indicators of client-relationship health.
Quote Status Lifecycle
Acceptance Rate
Percentage of sent quotes that are accepted. A healthy rate is typically 60–80%. Track this per client to spot trends.
Rejection Rate
A high rejection rate for a specific client may indicate pricing or scope misalignment. Consider reviewing your estimates for that client.
Expiration Rate
Quotes expire automatically when the expiration date passes. Frequent expirations may mean your client needs more time or follow-up reminders.
Quote Volume
Total number of quotes sent to each client. Higher volume combined with high acceptance suggests a strong working relationship.
Payment Behavior
Monitor which clients pay promptly and which have overdue invoices. Payment behavior directly impacts your cash flow and should influence how you structure future engagements.
| Metric | What It Tells You |
|---|---|
| Average Payment Time | Days between invoice sent date and payment date — lower is better |
| Outstanding Balance | Total unpaid invoices for this client — sum of sent but unpaid invoices |
| Overdue Count | Number of invoices past their due date — triggers "Overdue" display status |
| Payment Method | Whether client pays via Stripe (online) or manual methods (check, bank transfer) |
Slow Payers Need Different Terms
Clients who consistently pay late may need different payment terms. Consider requiring upfront deposits, shorter payment windows, or enabling automatic invoice reminders for these clients.
Revenue & Hours by Client
Compare where your time goes versus where your revenue comes from. This reveals which clients are most profitable and which may be consuming more resources than they generate.
Total Invoiced
Sum of all non-voided invoices sent to this client
Total Paid
Amount actually received from completed payments
Billable Hours
Total hours of billable time logged across all projects
Effective Hourly Rate
Compare total paid ÷ total billable hours for each client. This gives you the effective hourly rate — what you actually earn per hour of work for that client.
Effective Rate = Total Paid ÷ Total Billable HoursA client with $10,000 paid and 80 billable hours has an effective rate of $125/hr.
Time vs Revenue Mismatch
If a client takes up 40% of your time but only generates 20% of your revenue, they may be underpriced. Consider adjusting rates or scope for future projects with that client.
Project Volume
Track the number of active and completed projects per client. Repeat clients are especially valuable — they're cheaper to retain than new clients are to acquire.
Active Projects
Projects with status "not started," "in progress," or "on hold." Shows current workload per client.
Completed Projects
Projects marked as completed. A growing number signals a strong, ongoing relationship.
Repeat Client Value
Clients with multiple completed projects are your most reliable revenue source. They already trust your work, require less onboarding, and typically have higher quote acceptance rates.
Actionable Insights
Use these metrics to make data-driven decisions about which client relationships to nurture, which need attention, and where to focus your business development.
Nurture: Top Clients
High acceptance rate, pays on time, multiple projects. Prioritize these relationships — they're your business foundation. Send quotes promptly and maintain excellent communication.
Attention: Slow Payers
Good acceptance rate but consistently late payments. Enable automatic invoice reminders, require deposits on future projects, or set shorter payment terms.
Review: High Rejection Clients
Frequently rejects quotes or lets them expire. Schedule a conversation to understand their needs better — your pricing or scope may be misaligned.
Grow: Underserved Clients
Only one project completed but positive metrics. These clients may have more work — reach out to discuss upcoming needs and build the relationship.
Pro Tip
Review client metrics quarterly. If a client's quote acceptance rate drops, schedule a conversation to understand their needs better. If a client consistently pays late, consider requiring deposits or shorter payment terms on future invoices.
You're All Set!
You now know how to analyze client performance in WorkCentral. Use quote acceptance rates, payment patterns, and revenue data to build stronger client relationships and grow your business strategically.