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 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.

Gordon Tan

Gordon Tan is an entrepreneur based in Australia who has started and sold multiple technology companies with a combined value of $150m. This included a client satisfaction benchmarking platform which gave him first hand insight into the best practices of over 6,000 businesses. After retiring at 35 he is now a recognised thought leader on winning and retaining clients - His two passions: making clients the heartbeat of a business no matter what the product or service and this blog.

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