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External Reporting SOP

Purpose

This SOP defines how we report to clients by engagement tier. Structure, frequency, and format vary by tier: Starter, Accelerator, and Global Scale.

Scope

Context Applies to
Client-facing All external reports
Tier-based Structure determined by SOW tier

Definitions

Term Definition
Tier Engagement level: Starter, Accelerator, Global Scale
One-number focus Primary metric to act on; per Product Context
Progress report Outcome-focused; milestones, metrics, next steps

Tier Overview

Tier Report frequency Contents
Starter Monthly Executive summary; key metric; next period
Accelerator Bi-weekly Status; metrics; blockers; priorities
Global Scale Weekly + Quarterly Weekly status; quarterly progress + strategy

Starter Tier — Monthly

Frequency

  • Monthly — 1 report per month

Structure

Section Content
Executive summary One slide or paragraph; key number; one action
Primary metric vs target or prior month
What was delivered 3–5 bullet deliverables
What’s next Next month priorities
Questions / decisions 1–2 items if any

Format

  • 1–2 pages max
  • Email or shared link
  • No meeting unless client requests

Timeline

Deliverable Timing
Monthly report 5 business days after month end

Accelerator Tier — Bi-Weekly

Frequency

  • Bi-weekly — 2 reports per month

Structure

Section Content
Status On track / At risk / Blocked
Primary metric vs target or prior period
Supporting metrics 2–4 metrics that matter
Deliverables completed What shipped
Blockers / risks What’s blocking; mitigation
Next 2 weeks Top priorities
Decisions needed If any

Format

  • 2–3 pages max
  • Shared doc link + email summary
  • Optional 15-min sync to walk through

Timeline

Deliverable Timing
Bi-weekly report Every 2 weeks; 2 business days after period end

Global Scale Tier — Weekly + Quarterly

Frequency

  • Weekly — Status report
  • Quarterly — Progress report + strategy review

Weekly structure

Section Content
Status On track / At risk / Blocked
One number Primary metric vs target
Supporting metrics 3–5 key metrics
Week delivered Key outputs
Blockers What’s blocking; owner
Next week Top 3 priorities
Decisions Items needing client input

Weekly format

  • 1–2 pages
  • Shared doc + Slack/email heads-up
  • 15–30 min sync to review

Quarterly progress report structure

Section Content
Executive summary Period outcomes; key number; one recommendation
Progress vs objectives Milestones hit; metrics vs plan
What worked 2–3 wins
What didn’t 1–2 learnings; how we’ll adjust
Next quarter Priorities; experiments; PDCA
Strategy alignment How this ties to overall goals

Quarterly format

  • 4–6 pages
  • Formal deck or doc
  • 45–60 min review meeting

Timeline

Deliverable Timing
Weekly report 2 business days after week end
Quarterly report 10 business days after quarter end

Metrics by Engagement Type

Per Product Context:

Metric Use when
CAC Growth / acquisition focus
Cost per qualified opportunity Pipeline focus
Click-to-qualified conversion Funnel focus
Close rate Sales focus
Retention / churn Post-sale focus

Choose 1–2 primary metrics per engagement; avoid metric overload.

Roles & Responsibilities (RACI)

Deliverable Project Lead Analyst / Owner Client
Pull data I R I
Draft report R R I
Review (internal) R C I
Send to client R I I
Present (if meeting) R C R
Act on insights R R R

Tier Confirmation

Step Action
1 Confirm tier in SOW at kickoff
2 Document reporting cadence in engagement brief
3 Set calendar reminders for each report
4 Adjust if tier changes (via change request)

Escalation

Trigger Action
Client requests more frequent reports Change request; may require tier change
Metrics unavailable Document; propose proxy; escalate if blocking
Report delayed Notify client; communicate new date

Version & Approval

Field Value
Last updated February 2025
Approver —