Client Satisfaction (CSAT)

Formula

Positive responses ÷ Total responses × 100

Why Track It

CSAT is the fastest feedback loop from the client on individual technicians and ticket types. Negative responses give the service manager a named ticket to follow up on while the relationship can still be repaired.

How It Is Measured

Send a short survey when each ticket closes (a one-click rating works best). Count positive responses and divide by all responses in the period. Track the response rate beside the score, and report by technician and by client. Source: the PSA survey module or a survey tool integrated with the PSA.

Constraints

Measures the ticket experience, not the relationship, so a client can score every ticket well and still leave over price or strategy. Low response rates and survey fatigue skew it toward extremes.

Referenced In

• What Gross Margin Should I Target?AnswerRead
• What Is a QBR, and Why Does It Matter?AnswerRead
• When Should I Hire My First Technician?AnswerRead
• CSAT (Customer Satisfaction Score)Glossary TermRead
• FCR (First Contact Resolution)Glossary TermRead
• QBR (Quarterly Business Review)Glossary TermRead

Related KPIs

• Client Net Promoter Score (NPS)The percentage of client contacts who would recommend the MSP (9 or 10 out of 10) minus the percentage who would not (0 to 6).Read
• First Contact Resolution (FCR)The share of support tickets resolved during the client's first contact, with no escalation, callback or follow-up ticket.Read
• First Response TimeThe average time between a client submitting a ticket and the first human acknowledgment from the MSP.Read
• Ticket Reopen RateThe share of closed tickets that were reopened because the issue was not actually fixed.Read

Glossary and Answers

• PSA (Professional Services Automation)Glossary TermRead
• NPS (Net Promoter Score)Glossary TermRead