LightReach Channel Program Metrics Overview:
We track and evaluate tier status in the LightReach Channel Program through two major pillars: Quality & Impact. Within those two broader areas, we look at a combination of Submission Quality, Conversion, Cycle Times, Volume, and Customer Satisfaction.
Our platform is guided by the principles of trust, service, reliability, and results. We prioritize a standout customer experience grounded in transparency and long-term collaboration, ensuring a supportive environment for both our partners and homeowners.
By tracking data-driven leading indicators, we uphold high standards and continuously improve our shared processes.
Metrics
1. Core Performance Metrics
To ensure systems are sold, installed, and supported for long-term success, we measure the following key indicators:
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 |
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 |
2. Performance Metrics Defined
All partners must remain above a 50% approval/conversion rate and below 20% backlog aging as a minimum platform standard.
Tier | Sub. Quality (M1/M2 Approval) | Conversion (M2 vs. NTP) | Cycle Time (Aging Backlog) | Collection Rate | NPS Rate |
Platinum | >80% | >80% | <5% | >98% | >0% |
Elite | >70% | >70% | <10% | >98% | >0% |
Pro | >60% | >60% | <15% | >98% | >0% |
Certified | >50% | >50% | <20% | >98% | 0% |
Isolated Metrics (click to expand):
Submission Quality
Submission Quality
The success of milestone achievement, as measured by 1st-Time M1 & M2 Approval Rate(s).
Tier | Submission 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
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 |
Expansion Program Requirements
The Palmetto LightReach Expansion Programs offer additional funding opportunities for our top-performing partners. While this program expands eligibility beyond the existing Eligible Sites policy to include structures such as townhomes and shared buildings (with pending inclusion of additional roof types), the increased risks associated with these projects necessitate stricter scrutiny. Because these projects involve higher risk, eligibility is strictly tied to sustained performance.
Entry Requirements
A partner's eligibility for Expansion Programs (e.g., Townhomes) is determined by their current Partner Performance and Tier Level, as detailed in the table below. Continued participation in the Expansion Program is contingent upon the partner maintaining sustained performance; a deviation more than 20% below the initial entry requirements will result in loss of access.
* To participate in advanced offerings or expansion programs, please contact your Relationship Manager to begin the required training.
Category | Requirement |
Tier Level | Elite or Platinum |
M1 - First Time Approval Rate | 60% over 30 Days |
M2 - First Time Approval Rate | 60% over 30 Days |
Install Approval Rate | 70% over 90 Days |