The Loop

Practical answers on client satisfaction, for MSPs.

Short posts answering the questions MSPs actually ask — CSAT benchmarks, survey response rates, Autotask email templates, and keeping clients around.

Which CSAT Numbers Should You Actually Show in a QBR?

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.

MSPs debating NPS vs CSAT for client satisfaction tracking: here's when each one works, and why most MSPs end up needing both.

A practical close-the-loop workflow for MSPs: who should follow up on a bad CSAT response, how fast, and what to say.

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.

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.

A practical rule for deciding which Autotask tickets fire a satisfaction survey — and the workflow rule conditions to enforce it.