About Us

Service Performance Insight, LLC (SPI), founded in 2007, is the definitive authority in professional services industry benchmarking, PSA and ERP technology insights, and AI-driven business transformation. With over 18 years of proprietary benchmark data exclusively focused on professional services, SPI provides the most comprehensive, data-backed insights to drive productivity, profitability, and margin growth.

With a global footprint spanning three continents, SPI’s research and advisory services have shaped 50,000+ organizations worldwide. At the core of our work is the Professional Services Maturity Model™ (PS Maturity Model™)—a globally recognized framework that provides a proven path to increased productivity and profitability. Firms leveraging SPI’s insights consistently outperform their peers, achieving higher margins, optimized resource utilization, and sustained growth.

As the professional services landscape evolves—driven by AI, automation, and digital transformation—SPI remains at the cutting edge. We don’t just track change; we enable it, translating research into actionable, scalable solutions that optimize PSA and ERP investments, enhance financial and operational performance, and unlock AI-driven efficiencies.

For firms looking to lead, compete, and grow in an increasingly complex world, SPI is the trusted partner with the data to prove what works.

Leadership Team

R. David Hofferberth, P.E.
Founder and Managing Director

Dave Hofferberth is an undisputed thought leader in professional services performance and the pioneer of Professional Services Automation (PSA). Throughout the 00’s referred to as the “Father of PSA,” he has spent over 40 years shaping the industry, defining how professional services firms leverage technology to optimize productivity, profitability, and scale.

As the author of the groundbreaking Professional Services Maturity™ Model (PS Maturity™ Model), Dave provided the industry with a structured, data-backed framework to measure and improve performance and profitability. His seminal whitepapers on PSA and project-based ERP systems have influenced how these technologies have evolved and operate today, guiding software providers in building the platforms that now power the world’s leading professional services firms.

Dave’s work extends far beyond research—his global insights, data-driven approach, and relentless pursuit of operational excellence have helped firms worldwide make smarter, more strategic business decisions. Through SPI Research, he continues to set the benchmark for service performance improvement, offering industry-leading data, frameworks, and analysis that define best practices for the professional services sector.

Ryan Kelly
Global Director

Focused on transforming insights into impact—building on SPI’s legacy of research, benchmarks, and frameworks to create scalable, productized solutions that drive measurable results. With a background in operational transformation, he takes an inside-out approach to solving business challenges, ensuring that SPI’s work isn’t just theory but a practical toolkit for firms looking to optimize performance and scale effectively.

Beyond developing solutions, Ryan is deeply involved in SPI’s research and writing, expanding the reach of its industry benchmarks and delivering insights that help firms stay ahead in an evolving, technology-driven world.

Based in Singapore, Ryan brings our global footprint to Asia.

Connor Metcalf
Global Director

A forward-thinking leader dedicated to evolving how professional services firms harness data, technology, and AI to stay competitive in a rapidly changing landscape. With deep expertise in service performance, he is focused on ensuring SPI remains at the cutting edge—delivering insights and solutions that drive efficiency, scalability, and long-term value.

Under Connor’s leadership, SPI is advancing its industry benchmarks and frameworks, integrating AI-driven analytics and automation to help businesses optimize operations and unlock new growth opportunities. His vision is to position SPI as the go-to partner for professional services firms—and beyond—seeking to leverage the power of data and technology to navigate the future.

With a strong belief that real transformation comes from both innovation and execution, Connor ensures that SPI’s insights are not just forward-thinking but also practical, actionable, and impactful.

Connor, based in London, provides us with a strong base in EMEA.