MSP Service Benchmarks: Industry averages and how do you measure up?

msp service benchmarks

In today’s video, Gordon shares with you some MSP service benchmarks and the industry averages that we have been able to collect with our tool, Client Heartbeat.

Using the data, here are the industry averages:

  • 1. Promptness (Response times) – 8.0 out of 10
  • 2. Accuracy (attention to detail) – 8.1 out of 10

Promptness and Accuracy contribute the most to overall customer satisfaction – learn more.

  • 3. Partnership (feeling of collaboration, working together) – 8.6 out of 10
  • 4. Advice (consulting) – 8.7 out of 10.

So how can this help you compare your business against your competitors?

Gordon recommends using SurveyMonkey or Client Heartbeat to survey your customers.

Ask your customers to rank your service based on these four questions using a 1-10 rating scale.

  • Promptness
  • Accuracy
  • Partnership
  • Advice

Watch the video here:

The next few weeks we are going to be deep diving into these four areas and seeing what the top performers (top 15%) are doing differently.

Stay tuned.

Tagged: Client Heartbeat Mondays, MSP Advice

About Ross Beard

Ross Beard was on the marketing team at Client Heartbeat, the simple customer feedback tool. Learn how Client Heartbeat makes improving customer satisfaction easy.



Improve Satisfaction and Retain Customers

A simple customer feedback tool that surveys customers, measures satisfaction and identifies unhappy customers.

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Improve Customer Satisfaction

Client Heartbeat sends personalized email surveys to your customers on a periodic basis to measure customer satisfaction. Use the data and feedback to focus on improving overall satisfaction.

Retain More Customers

By using past scores and industry data, Client Heartbeat identifies unhappy customers are 'at risk' of defecting to competitors. Get instant email notifications so you can follow up and stop them from leaving.

Gather More Feedback

Our surveys get industry high participation, often over 60%. This means you get more actionable customer feedback that you can use to improve satisfaction.