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Measuring Customer Satisfaction Helps Both Clients and Managed Services Providers

Gabi Meszaros

Mar 19 2018

2 min read

If your business utilizes a Managed Services provider for its technology, you’ve undoubtedly had to submit a support ticket or two. You’ve also most likely given a rating for your support interactions and resolutions. Managed Services providers use these ratings for not only feedback on their customer service representatives, but also for a wealth of additional information. In fact, the client (aka your business) can also gain insightful info from measuring customer satisfaction. In other words, if your business tracks these support scores as well, you will learn plenty about your employees in addition to your provider.

Measuring Customer Satisfaction for Clients

Low scores on support tickets can help reveal pain points due to:

Inadequate service
- Are your requests being handled with the correct priority?
- Does your provider understand the needs of your business?
- Do the same issues pop up repeatedly?
Training needs
- high frequency of user assistance tickets
- patterns in types of issues
Needs for additional technology/solutions
- recurring software issues
- complaints due to poor performance or inadequate network infrastructure
- too many tickets resulting in loss of productivity or downtime

Measuring Customer Satisfaction for Managed Services Providers

Opportunities for process improvement
Training needs for technical staff
Patterns across multiple clients/increased expertise from additional data points
Staffing needs

The Sikich Approach to Measuring Customer Satisfaction

Clients have the opportunity to decide as when each ticket is closed.
Clients mark each ticket with a score if they choose and have the opportunity to leave feedback.
Sikich reviews and analyzes data from hundreds of tickets every month. We analyze them not only for the scores they were given, but also for the following:
- Types of requests
- Who is submitting the request?
- When are certain requests submitted?
- How quickly did we respond?
- How quickly did we resolve?
- Did we escalate at the right time?
- What feedback does the user have?
Client Satisfaction Reports are available by request and also delivered during quarterly business review meetings with your vCIO.

Sikich’s customer satisfaction for Managed Services in January was 99.12%. Our goal for monthly average customer satisfaction in 2018 is 99% or better. Contact us today to learn more about our Managed Services offerings.

This publication contains general information only and Sikich is not, by means of this publication, rendering accounting, business, financial, investment, legal, tax, or any other professional advice or services. This publication is not a substitute for such professional advice or services, nor should you use it as a basis for any decision, action or omission that may affect you or your business. Before making any decision, taking any action or omitting an action that may affect you or your business, you should consult a qualified professional advisor. In addition, this publication may contain certain content generated by an artificial intelligence (AI) language model. You acknowledge that Sikich shall not be responsible for any loss sustained by you or any person who relies on this publication.

About the Author

Gabi Meszaros

Gabi leads our Network Operations Center team and is responsible for the service delivery to Sikich’s managed services and hosting clients. Gabi has spent the last 10 years focused on the managed services space and has extensive experience designing processes and workflows to maximize the effectiveness of the services we deliver. Early in his career, Gabi’s experience with technology was specific to the fields of engineering and architectural design, but he soon developed an appreciation of how process, tools, and people come together to contribute to client satisfaction and ultimately the success of any organization. He is passionate about both leveraging technology and the management of his team to achieve class-leading customer service.