Did you know that Business Intelligence (BI) can be a game changer when it comes to improving customer satisfaction?  

To know if your MSP is doing well, you look at your customers. Can they wholeheartedly attest that doing business with you is worth every penny?

Customer satisfaction reflects how closely you’re able to meet their expectations. When you meet your goals, this tells a lot about your quality of services as an MSP.  

BI offers a lot in this

Monitor Customer Satisfaction Metrics

Selecting and employing customer satisfaction metrics can make all the difference.

When you want to gauge how your customers feel about your overall service, the Net Promoter Score (NPS) is a good place to start. It basically tells you whether your customer is satisfied enough with your services to advocate for you.

Another is the Customer Satisfaction Score (CSAT), which shows a scale of how happy your customers are with you through an initial question, a rating system, and then a follow-up question that asks to explain the rating given. It’s quick feedback that lets you know what needs immediate attention and shows either an aspect of your business to improve or to keep up the good work.

The Customer Effort Score (CES) asks the customers to rate how easy your company has made it to handle their issues, usually on a scale of 1-7 with 1 being ‘strongly disagree’ and 7 being ‘strongly agree.’ This approach believes that the harder a customer has to work to get issues resolved, the less they want to engage with your business.

When you set up customer relationship metrics, you now have insight into where you can improve.

Making Data-Driven Decisions with Business Intelligence

To know what’s working and what’s not, data can be the most accurate source of information. Questions like “Are my technicians attending to the tickets?” or “How quickly do we address customer concerns?” are answerable with data.  

This is precisely how BI dashboards are handy. You get the answers you’re looking for, and you get them in real-time.  

With BI, you can closely monitor the metrics that ensure your customer’s happiness with your services. Your dashboards are designed to present a quick overview of customer satisfaction, so you won’t have to second guess your next business decisions. When you’ve figured out which metrics you need to maintain to keep your customers content, you can take conscious steps to ensure these metrics don’t fall short.  

MSPbots’ business intelligence dashboards offer plenty of customization abilities and integrate with a lot of popular MSP support software. The more options you have for the widgets you can add to your dashboards, the better informed you are of what you need to keep track of. MSPbots offers more than 1000 prebuilt widgets for all integrations, with more developing every day.  

If you’re going to use BI dashboards, make sure you choose one that you can optimize for making data-driven decisions.  

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If you aren’t already, utilize as many of the tools that help you upgrade your MSP and conquer the facets that prevent your business from achieving its goals.  

Begin by getting your customer satisfaction at the range that you desire, sign up for MSPbots to get the business intelligence dashboards that will lead you there.  

Curious to know how else MSPbots can help your MSP? Book a demo with us now!

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