Short posts answering the questions MSPs actually ask — CSAT benchmarks, survey response rates, Autotask email templates, and keeping clients around.
Yes — and it happens more than MSPs realize. Here's why a strong CSAT average can hide a client that's already decided to leave.
Read post →Before opening a support ticket, there’s a pretty good chance your customer already asked AI.
Read post →A practical guide to picking the CSAT metrics that hold up in a client QBR — trend lines, per-technician breakdowns, and what to leave out.
Read post →MSPs debating NPS vs CSAT for client satisfaction tracking: here's when each one works, and why most MSPs end up needing both.
Read post →A practical close-the-loop workflow for MSPs: who should follow up on a bad CSAT response, how fast, and what to say.
Read post →MSP CSAT response rates typically range from 1% to 49% depending on setup. Here's what's normal, what's broken, and how to fix it.
Read post →Per-technician CSAT is too noisy and too easy to game to drive bonus dollars. Here's what to pay on instead, and how to still use CSAT to coach.
Read post →A practical rule for deciding which Autotask tickets fire a satisfaction survey — and the workflow rule conditions to enforce it.
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