MSP KPI Definition
MSP Client Satisfaction (CSAT): Definition & Formula
Client satisfaction, often reported as CSAT, is the proportion of valid survey responses classified as positive. Define the scale and positive threshold explicitly. Illustrative example: 45 positive responses from 50 valid responses produce 90% CSAT. If 250 surveys were sent, the response rate is 20%; that context matters when interpreting whose experience the score represents.
By MSP Fuel · Examples are illustrative.
Target interpretation
Context matters
Set the target against your service scope and company plan.
Formula
CSAT % = positive survey responses ÷ valid survey responses × 100
Why it matters
Client feedback provides context that ticket speed alone cannot show.
Written feedback can identify communication or ownership problems hidden by an overall score.
Common mistakes
Treating nonresponses as satisfied clients.
Averaging client percentages without weighting by response counts.
Changing the survey scale while presenting one continuous trend.
What moves the number
Show response count and response rate beside the score.
Follow up on low ratings and record the issue’s resolution.
Read comments and segment by client before drawing companywide conclusions.
Related MSP Fuel resources
Your company plan sets the target, priority and timing for improving this number from your current position.