Measuring Your Team's Productivity: A Step-By-Step Guide

Measuring Your Team's Productivity: A Step-By-Step Guide

In this article, we'll explore the concept of productivity and the role of utilization rates in business performance, its significance, industry benchmarks, and strategies to optimize it.
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In the dynamic world of business, every second counts. 

In this article, we'll explore the concept of productivity, from defining it to understanding its impact on business operations. 

We'll also explore the significance of billable and non-billable time and how these elements influence your productivity rate. Furthermore, we'll discuss the role of utilization rates in business performance, its significance, industry benchmarks, and strategies to optimize it. 

And yes, we'll also touch upon how tools like Teami's timesheet software can play a pivotal role in tracking and improving your agency's productivity.


Defining Utilization

Utilization rate is the commonly used term when discussing productivity measures.

Billability and Utilization are used synonymously, specifically in relation to the Billable Utilization Rate. These terms, Billability and Billable Utilization, both refer to the same thing.

Billable utilization rate, is just one of the essential utilization rates and is a vital metric in business operations. It refers to the proportion of an employee's total working hours that can be billed to clients. 

In simpler terms, it's the amount of time your team spends on tasks that directly generate revenue for your business. This metric provides an overview of how efficiently your agency is using its time and resources. It's a key indicator of your agency's operational efficiency and profitability.

Chargeability vs. Productivity

In the context of billability, it's essential to understand the difference between billable and non-billable time. Billable hours are those spent working on client projects that you can invoice clients for and directly contribute to your revenue. 

Aside from internal non-billable time such as team meetings, staff development/training, administration or attending conferences, there are instances when not all hours worked for clients can be billed. This might happen when a project exceeds its budget or requires some free rework. In these cases, some of the hours worked on the project may not be billable.

Let's take an example to illustrate this. Suppose an employee has worked a total of 40 hours on a project. However, due to budget constraints, only 20 of those hours can be billed to the client. In this situation, the employee's billable utilization would be only 50%, even though they put in a full 40 hours of client work.

Billable utilization is a measure of chargeability not productivity.

This highlights the importance of considering other utilization metrics beyond just billable utilization. While billable utilization is an important measure, it doesn't provide a comprehensive understanding of an employee or company's overall productivity. 

Other utilization metrics like client utilization and total utilization, which include both billable and non-billable hours, provide a more comprehensive view of how employees are using their time and resources, beyond just billable hours. By considering these metrics, organizations can gain a deeper understanding of their productivity levels and make informed decisions about resource allocation.

How to Calculate Utilization

Billable Utilization Calculation

The most common way to calculate billable utilization is dividing the number of billable hours by the total number of hours worked. This gives you a percentage which represents the proportion of productive hours that are billable. 

For instance, if an employee works 32 billable hours out of a 40-hour work week, their billable utilization for that week would be 80% [32/40 x 100]. This means that 80% of their work directly contributes to the revenue of the business.

Client Utilization Calculation

Client utilization is calculated by dividing the sum of client hours worked (billable and non-billable client hours) by the total number of hours worked.

This gives you a percentage, which represents client time vs total time.

For instance, if an employee works 28 billable client hours, 8 non-billable client hours and 4 non-billable internal hours out of a 40-hour work week, their client utilization for that week would be 90% [(28 + 8)/40 x 100]. This means that 90% of their work directly relates to productive client work. 

Total Utilization

Total utilization is calculated by dividing the sum of client hours worked (billable and non-billable client hours) and hours worked on internal projects by the total hours worked.

For instance, if an employee works 25 billable client hours, 5 non-billable client hours, 8 hours on a critical internal project and 2 non-billable hours on administration, out of a 40-hour work week, their total utilization for that week would be 95% [(25 + 5 + 8)/40 x 100]. This means that 95% of their work directly relates to productive work. 


Billable utilization is a measure of chargeability, whereas client utilization and total utilization are measures of productivity.


The Importance of Measuring Utilization

The Importance of Measuring Billable Utilization

The rate at which employees in your business are utilized directly impacts the amount of revenue generated and serves as a measure of how effectively your team's time is being used.

Revenue Generation

Billable hours directly contribute to the business’s revenue stream - the more hours billed, the more revenue the firm generates. Increasing billable utilization rates means that employees are spending more time on revenue-generating activities, resulting in increased profitability.

Identify Poor Task Allocation

It is important to note that billable utilization rates are not indicative of the level of effort someone is putting into their work. A higher billable utilization rate does not necessarily indicate better performance.

In most instances, senior staff members may have lower billable utilization rates due to having managerial responsibilities. They typically focus more on internal tasks rather than client-facing duties. By comparing billable utilization rates between employees or teams and monitoring them against standards, businesses can assess if their time is being utilized efficiently.

By tracking the utilization rates according to the level of experience of your staff, you can identify problems with task distribution. For example, senior employees may be burdened with low value tasks and have limited time for more valuable activities such as development, mentoring, and management.

The Importance of Measuring Client Utilization and Total Utilization

Assessing Productivity

The evaluation of client utilization is critical in assessing the productivity of employees, teams, and the business as a whole. 

It is important to evaluate client utilization because it acknowledges that an employee's non-billable hours may not directly reflect their performance. For example, if a client project exceeds its planned timeline or budget, or if an employee has to step in to assist a struggling project, the non-billable hours incurred should not be seen as the employee's responsibility.

Considering client utilization allows for a more complete evaluation of an employee or company's utilization by taking into account all hours spent on client work, regardless of whether they can be billed or not.

Recognise the Importance of Internal Projects

Most employees of businesses engage in internal activities from time to time.

Evaluating total utilization is an important aspect of assessing the productivity of employees, teams, and the entire business, especially when internal projects are being undertaken.

When companies only evaluate employee productivity through client utilization, it creates an environment where employees are reluctant to work on internal projects. 

Internal projects that are strategically important to a business, such as marketing programs or internal development, hold just as much significance as billable projects. It is logical for an business to leverage the skills of its own employees for these internal endeavors.

Assess Capacity

Monitoring the amount of time individuals dedicate to productive tasks per week aids in assessing their capacity for work. By closely observing the workloads of your employees, you can anticipate their potential to handle additional tasks.

Evaluating client and total utilization rates will reveal if there is consistent overuse of any individual, skill, or team. With this valuable information, you can promptly and decisively address excessive workloads, protecting your team members from burnout and overwork.

Inform Staffing Decisions

Having the utilization figures readily available makes it easier to make the case for hiring new employees. Areas with high levels of overutilization may indicate a need for additional resources, which should be taken into consideration when planning for staff.

Industry Benchmarks for Utilization Rate

Understanding Industry Standards

Different agencies have their own unique billable utilization percentages, which are often indicative of their operational efficiency and culture.

The billable utilization rates also differ based on the role level, with junior to mid-level roles having higher rates (indicating more client-specific responsibilities) compared to senior and director roles.

While some agencies have a target utilization rate of 85 to 90 percent, the recent 'Benchmark for Agencies' report from BenchPress found that the actual average utilization rate is much lower at approximately 65 percent. The report further breaks down the average utilization rates by role, revealing that Junior roles have an average utilization rate of 75 percent, Mid-level roles have 73 percent, Senior roles have 63 percent, and Director roles have 37 percent.

Consequences of Falling Below or Exceeding Standards

Failing to meet the industry benchmarks for utilization rate can have significant consequences. 

Falling Below Standards

A low rate of billable utilization indicates that the agency is spending too much time on non-revenue generating activities or has issues with assigning tasks to appropriate roles. 

A low rate of client utilization or total utilization may suggest too much time on internal non-billable work and can be an indication of productivity or performance problems.

Exceeding Standards

Going above the standards is not necessarily positive either. 

A high client or total utilization rate may indicate that staff are overworked and potentially close to burnout and might be a sign of poor project planning or resource allocation. 

Too high a billable utilization rate could mean your organization is cutting corners with important internal work and you may require additional resources. 

Therefore, it's crucial for agencies to manage their utilization rate carefully and strive to stay within the industry standards to ensure sustainable and efficient operations.

Strategies to Optimize Utilization Rates

Role of Time Management

To optimize utilization rates, one of the most effective approaches is using advanced time-tracking software with utilization calculation features - tools like Teami. This data can then be used to identify areas of inefficiency and develop targeted improvement strategies. 

According to the recent [2023] BenchPress’ ‘Benchmark for Agencies’ report, using software boosts utilization rates. Agencies that use spreadsheets to track time and manage projects and resources had an average utilization rate for non-director roles of 66%. Those that use software had an average utilization rate for non-director roles of 75%. That difference translates directly into profitability.

Remember, do not solely focus on maximizing billable hours, but instead prioritize high-quality work, continuous learning, and allocating billable and non-billable time appropriately based on the role level.

The Role of Capacity Forecasting

Capacity forecasting plays a crucial role in improving utilization rates. By accurately predicting the amount of work your agency can handle, you can better manage your resources and avoid overcommitting. This not only helps in maintaining a healthy utilization rate but also ensures that your team isn't overwhelmed with work. Tools like Teami can assist in capacity forecasting by providing insights into your team's availability and workload.


In the realm of business efficiency, understanding and measuring productivity and utilization are crucial. Billable utilization, focused on chargeability, and client and total utilization, on productivity. While they serve different purposes, their interplay is key to maximizing profitability and efficiency. Non-billable utilization, though not directly contributing to revenue, is essential for operational efficiency. Striking a balance between billable and non-billable tasks, and optimizing utilization, can significantly enhance business performance. As we navigate the complexities of these concepts, tools like Teami can be invaluable in tracking and optimizing these metrics, ultimately driving business success.

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