If you're getting 1–3% of clients to respond to your CSAT survey, that's not a bad client base — it's a broken survey. If you're getting 25–40%, you're doing about as well as most MSPs that actually invest in this. Some purpose-built setups push past that into the 40–50% range for at least a portion of their client base.
The variance is almost entirely explained by delivery method, not by how happy your clients are. MSPs who rely on whatever feedback link ships inside their PSA's default ticket-close email tend to see response rates around 1%, while MSPs using a PSA's default ticket-close feedback request typically only see a response of 1%, while dedicated CSAT tools built for MSPs often yield response rates of up to 49%
InsideLoop embeds a one-click satisfaction survey in your ticket-close emails, writes ratings back to the ticket, and alerts you the moment a client is unhappy.