Customer Satisfaction

What does CSAT measure?

Customer Satisfaction (CSAT) measures how clients rate each support interaction after it is resolved. When we close a request ticket, the client receives a brief survey asking them to rate the experience as positive, neutral, or negative. These are real ratings from real interactions – not annual surveys or NPS estimates.

The scope shown here covers resolved request tickets only. Incident tickets (outages, alerts) follow a different resolution flow and are tracked separately via our SLA dashboard. Only tickets where the client chose to leave a rating are included – we do not pre-fill or auto-close surveys.

We publish these numbers openly because most managed service providers don't. If your current provider can't show you client satisfaction scores, that should tell you something. These are live numbers, updated daily, drawn directly from our Freshdesk service desk across all managed clients.

How we deliver excellent support

Exceptional satisfaction scores don't happen by accident. They're the result of deliberate investment in tools, processes, and people.

Multi-channel access

Every client can reach us via email, phone, or our dedicated support portal. Whichever channel you prefer, your request enters the same triage pipeline and receives the same SLA-backed response times. No ticket gets lost, no channel is second-class.

Advanced triage & remote support

Our support engineers use advanced remote support tools to diagnose and resolve issues quickly — often within a single session. Complex issues are triaged through a structured escalation path, ensuring the right expertise is applied at every stage.

Case management & monthly reporting

Every interaction is tracked in our service desk with full case history, SLA timers, and resolution notes. Clients receive monthly reports covering ticket volumes, response times, resolution metrics, and satisfaction trends — giving you complete visibility into the service you're receiving.