• MSP Service Benchmarks: Accuracy

    Take a deep dive into the customer satisfaction metric of accuracy. Accuracy is one of the 4 key service benchmarks to measure your customer satisfaction.

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

    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

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  • How to set and meet customer expectations

    Deep diving into how to set and meet customer expectations. This customer retention strategy is easy to implement. Here’s my 3 step crash course.

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  • 9 Tips to Get Better Survey Response Rates

    9 Tips to Get Better Survey Response Rates Being “the customer survey guys” means we get a lot of questions around survey response rates and ways to increase participation. Often, I also get asked “what is an average participation rate” for a customer feedback survey. So, I wanted share some of my tips on the

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  • How to be a better Small Business Leader [VIDEO]

    On this weeks episode of Client Heartbeat Mondays, Gordon gives you some tips on how to become a better small business leader.

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  • Measuring Customer Satisfaction: Try these 3 strategies

    Measuring customer satisfaction can help you reduce the number of unhappy customers. This post will take you through 3 ways you can start measuring today.

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