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  • Writer's pictureStephen Eiting

Customer Satisfaction for Managed Service Providers




Customer satisfaction is extremely important for any business, but it is especially important for Managed Service Providers (MSPs). MSPs provide a service that is often mission-critical for their clients, and as such, clients expect a high level of service and support. If an MSP does not maintain a high level of customer satisfaction, they will quickly lose clients. MSPs must therefore always be striving to improve customer satisfaction. There are a number of ways to do this, but some of the most important are:


  1. Always be available: MSPs need to be available whenever their clients need them. This means having a robust support infrastructure in place, including 24/7 support if possible.

  2. Be responsive: When a client contacts an MSP with a problem, the MSP needs to respond quickly and efficiently. This means having a system in place to track and resolve support issues quickly.

  3. Be proactive: MSPs should always be looking for ways to improve their service and support their clients. This might include offering new features or services, or providing training and support to help clients get the most out of the MSP’s services.

  4. Communicate: MSPs need to keep their clients updated on what is happening. This means regular communication, whether it is via email, phone, or face-to-face meetings.

There are a few key ways to measure customer satisfaction for MSPs. The first is to ask customers directly for their feedback and opinions. This can be done through surveys, interviews, or focus groups. Additionally, MSPs can track customer satisfaction indirectly by measuring things like customer retention rates, customer complaint rates, or net promoter scores. By tracking customer satisfaction in both direct and indirect ways, MSPs can get a well-rounded view of how they are performing and where they need to improve.

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