Managed services is the practice of outsourcing the responsibility for maintaining, and anticipating need for, a range of processes and functions in order to improve operations and cut expenses. It is important to regularly gauge your performance of your managed services organization against industry pacesetters while maintaining the health of your operation.

KPIs

Customer Satisfaction/Quality

• • Net Promoter Score (NPS) – the result of surveying clients
• • Churn Rate –This is a good measure of customer satisfaction especially for an MSP’s subscription-based services
• • First Contact Resolution Rate (FCRR) – What percent of issues does the MSP’s Help Desk or Tech Support resolve on the first call/contact with the customer?
• • First Level Resolution Rate (FLRR) – a measure of resolution of the issue on the first-level of support contacted within the MSP

Customer Satisfaction/Quality

• • Infrastructure Stability – A highly stable IT infrastructure offers the MSP client organization both minimal outages and service disruptions.
• • Lost business hours for the client – measures times in both incident frequency and length of downtime
• • Delivering Services on-time and within Budget
• • Service Level Agreement (SLA) compliance rate –The MSP’s IT services team must thoroughly understand the client’s business and the risks of outages, etc. on the client’s business.
• • Mean-Time To Resolve (MTTR) – a service-level metric which measures the total time from ticket opening until ticket closure.
• • Technician Utilization Rate – This KPI measures both costs and how effectively the support organization uses technicians. MSP Finances – a financially stable MSP is a benefit for you as a client!
• • Recurring Revenue Rate (R3) – the value from subscription support services and renewals
• • Cost per Ticket – While MSPs need to keep this number on budget, the higher the spend per ticket normally correlates with increased customer satisfaction.
• • Average Revenue Per User (ARPU) -ARPU is the total revenue derived from subscription-based services divided by the amount of subscription-based clients.
• • Client Contribution (CC) – the revenue generated from each client/subscriber, including the cost of providing the specific services to each client.
• • Cost-per-ticket –Cost-per-ticket divides the number of tickets per month into the total monthly costs of an MSP’s service/support group.
• • First Contact Resolution Rate (FCRR) –Improving this one measure offers the greatest possibility of improving customer satisfaction.
• • First Level Resolution Rate (FLRR) – A strong indicator of the cost of the entire support operation
• • Mean Time to Resolve (MTTR) – As mentioned above, MTTR has a strong effect on Customer Satisfaction though not as strong as FCRR.
• • Technician Utilization – Per above, technical support is primarily serviced-based, and the technicians doing the troubleshooting-resolution are the primary cost of resolving tickets.