Blog

Find out key ways to improve the CSAT process for your MSP with the help of Crewhu’s customer satisfaction and employee engagement platform.

A well-managed customer satisfaction score (CSAT) is the cornerstone of customer retention and loyalty in the managed service provider (MSP) industry. Customer expectations have evolved, making it essential to proactively manage customer satisfaction, not just respond to issues when they arise. 

After all, 91% of today’s customers won’t do business with the same company after a bad experience, and 95% will tell others about that bad experience. So, keeping customers happy is paramount to your business goals.

Without the right CSAT processes, you won’t be able to collect, track, or respond to meaningful customer feedback. 

With a combination of customer engagement strategies, continuous feedback loops, and an engaged crew, you can establish an optimal CSAT process that increases customer retention and loyalty. Crewhu helps your MSP automate these systems to improve feedback management.

Here are strategies to help you manage your CSAT process.

1. Become a trusted advisor

Building trust is key to customer satisfaction. Customers want to work with an MSP that has shown expertise and ongoing commitment. Focus on these areas to become a trusted advisor:

• Consistent communication: Check in with customers and continue to show them that they are your top priority.
• Personalized services: Not all customers have the same needs, so be flexible and offer tailored solutions.
• Anticipate customer needs: Pay attention to what customers could need or want in the near future.
• Expert technological guidance: Be the go-to expert that people consult when they need tech support.

You want your customers to know that they can turn to your business when they have questions and need guidance. They should come to expect that you will be a reliable and trustworthy source to guide them through any complications.

2. Anticipate customer needs

Take on a proactive mindset so you can anticipate what a customer wants and be fully prepared when you get an inquiry. Provide immediate responses – even if the service level agreement (SLA) allows for a longer response time.

Other ways to be proactive include regularly checking in with customers, frequently reviewing their systems, and making suggestions even before an issue arises. With Crewhu’s platform, you can set up automated feedback loops and reminders to be more proactive about customer engagement.

3. Exceed customer expectations

Many MSPs may just be focused on meeting expectations and exact SLA requirements. But shift that mindset – be committed to exceeding customer expectations. 

Go beyond what’s outlined in the SLA to build customer loyalty and increase satisfaction. Going above and beyond what customers expect shows that you value them and generates engagement and excitement. You’re more likely to reduce customer churn and build stronger, long-term relationships this way.

Continually improve your customer feedback methods through Crewhu’s tools, such as gamifying your metrics, to track and measure progress in real time.

4. Implement a survey system

You may already send out a survey now and then, but gathering feedback should be a consistent part of your ongoing process. Surveys tell you how satisfied customers are with your service or team members, and they can help you identify at-risk clients before it’s too late.

Use surveys to monitor feedback across multiple touchpoints, from phone interactions to emails and service tickets. Check out Crewhu’s guide for setting up a successful CSAT program and embracing surveys. The platform also enables a one-click CSAT/NPS tool to help you simplify feedback collection and improve response rates.

5. Involve the whole crew

CSAT processes should be a team effort. Make sure the entire crew understands the importance and value of delivering above-and-beyond customer service. Everyone from the frontline service desk to behind-the-scenes employees plays a crucial role in ensuring a positive customer experience.

One way to do this is to tie key performance indicators (KPIs) and incentives for employees to customer satisfaction. This will keep your crew engaged and focused on delivering quality customer service. Crewhu makes it easy with the platform’s employee recognition tools that help your MSP set goals, measure performance, and reward employees based on CSAT outcomes.

6. Track, measure, and recognize performance

Your CSAT process will excel with consistency. Track and measure CSAT scores frequently and regularly, and set clear goals for short- and long-term desired outcomes. Monitor performance and use feedback to improve services and processes, in addition to identifying areas where your crew may need more resources.

Then, recognize and reward employees who go above and beyond. A feedback loop helps you identify these top performers. Crewhu helps you offer incentives based on real-time CSAT feedback. 

Explore Crewhu’s complete suite of tools for tracking and rewarding employee performance.

Creating a customer-centric culture 

Customer satisfaction matters for business success. More than half of customers say that they’ll pay more for better customer service experiences. MSPs need to start prioritizing more meaningful customer experiences and tracking CSAT scores to ensure that they’re building trust that leads to long-term relationships. 

Crewhu’s platform helps you improve your CSAT process, integrating feedback methods through automation, scoring, and employee rewards and recognition. By automating and optimizing your CSAT process with Crewhu, you can improve team performance and boost customer satisfaction – all at the same time.

Find out more about the big impacts that Crewhu can have on your company culture and customer sentiment. Book a demo of the Crewhu platform today to get started.