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As technology continues to mould the very fabric of businesses, evaluating the performance of their Managed Services Providers (MSPs) has become crucial. This evaluation is essential for businesses to ensure they are effectively leveraging technology, and their MSP relationships to “attain and maintain” a competitive advantage in their respective industry or niche.

This is where the less understood, yet incredibly important, acronym KPIs (Key Performance Indicators) comes in. By monitoring these key metrics, businesses can ensure they have chosen the right MSP for their specific enterprise needs.

Think of KPIs as your business’s “vital signs”, helping you monitor and ensure consistent performance. By quantifying data with these metrics, you can compare results, evaluate performance and track changes to improve your outcomes.


Remember, numbers don’t lie! Tracking these metrics allows businesses to make objective decisions about how they invest their time and money – two of the most precious resources.

Key Performance Indicators (KPIs) for MSP Success

Businesses should look beyond “surface-level marketing” and “introductory sales calls”, when it comes to selecting the right MSP. They should dig deep and monitor Key Performance Indicators (KPIs) to get a complete picture of an MSP’s performance, and the value they offer.
In the following points, we explore some crucial KPIs that your business should definitely consider in 2023.

Customer Satisfaction Metrics – Ensuring Client Happiness and Retention

One of the most important things to consider when evaluating an MSP is customer satisfaction (CS). By keeping an eye on metrics like Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS), you can get valuable insights on how well the MSP meets its client’s expectations.
A higher CSAT or NPS score indicates a good sign that the MSP is delivering excellent service and building strong relationships with its customers. So, paying attention to these metrics makes all the difference in selecting the right MSP that keeps its clients happy and satisfied.

SLA Metrics – Meeting and Exceeding Expectations

When you team up with an MSP, it is also crucial to make sure their services align transparently with your business needs. For this, keeping an eye on Service Level Agreement (SLA) metrics becomes necessary.

We say that because SLAs set the bar for the kind of service you should expect. Therefore, by tracking metrics like response time, resolution time and up-time guarantee, businesses can ascertain if the MSP is barely meeting expectations, or exceeding them.

Incident Response Metrics – Tracking and Improving Incident Management

We all know how frustrating it is to experience long service outages, or delays in issue resolution. It is like hitting a road-block when you are trying to get things done. By keeping an eye on metrics like Mean Time to Notify (MTTN) and Mean Time to Repair (MTTR), businesses can gauge MSP’s efficiency and effectiveness in addressing issues. For instance, when you see lower MTTN and MTTR values, it is a good sign that the MSP is managing incidents effectively.

Resolution Time Metrics – Minimizing Downtime and Maximizing Efficiency

Building on incident response, resolution time metrics also help businesses evaluate an MSP’s efficiency. The shorter the resolution time, the faster they can get things back on track, and minimize any disruptions.

And let’s face it, satisfied users are very important for any business. Enterprises must keep an eye on metrics that reflect MSP’s speed in addressing and resolving issues. This way, they can ensure that their operations remain un-interrupted.

Ticketing System Metrics – Managing and Optimizing Support Requests

Now, let’s talk about ticketing system metrics, and why they are a great way to assess the performance of an MSP. In simple terms, when customers face IT issues or need support, they open tickets to communicate their problems to the MSP’s support team. The number of tickets generated can vary, depending on factors like the customer’s setup and the number of devices being managed.

Ticketing system metrics are a valuable KPI for assessing MSP success, as they provide insights into the efficiency, effectiveness and customer satisfaction of their support processes.

Resource Utilization Metrics – Maximizing Efficiency and Profitability

Now, let’s talk about one aspect that often gets overlooked in evaluating MSP’s performance, and that is resource utilization. It may not be a direct performance metric, but understanding things like the MSP’s staffing levels is very important.

Businesses should take a moment to verify that the engineering, customer support, and management teams of the selected MSP have sufficient and trained staff to handle their projects and deployments effectively.

With leading MSPs like ATSG, you can bid farewell to costly downtime and in-efficiencies, as our expertly tailored offerings pave the way for sustained and rapid growth.

Financial Metrics – Tracking Revenue, Profitability and Cost Management

Now, let’s talk about another metric that holds significant weight when assessing an MSP; which is financial health. This one is just as important as any other factor we have discussed so far.

Financial metrics give us valuable insights into the MSP’s stability and business acumen. We are talking about things like revenue growth, profitability and how well they manage costs. A financially sound MSP is like a rock-solid foundation. It shows that they have the capability to deliver consistent and reliable services.

By engaging with ATSG OPTX, businesses can rest easy knowing that their managed network services provider is in it for the long haul, ready to support them at every step of their journey.

Continuous Improvement – Analyzing Metrics to Drive MSP Growth

Finally, businesses must remember that monitoring MSP metrics should not be a “one-and-done” task. Rather, it needs to be an ongoing process that allows you to stay on top of things, spot trends and uncover the areas that need improvements.


So, to sum it all up, monitoring Key Performance Indicators (KPIs) for Managed Service Providers (MSPs) is absolutely crucial. Think of it like having a “compass”, that guides your business in the right direction. Keeping an eye on these metrics can really help you gain the right perspective about the effectiveness of your MSP, ensuring it aligns well with your business goals.

On the flip side, if businesses neglect to employ KPI tracking systems, there is a good chance they might be missing out on valuable opportunities for improvement and optimization.

For businesses seeking a reliable MSP relationship, we have good news. Now, you can experience the game-changing power of the ATSG OPTX platform, meticulously designed to elevate service availability, enhance quality and revolutionize operational stability across multiple environments.

ATSG OPTX offers a comprehensive monitoring and management solution, delivering un-rivaled insights and control over your networking environment. But that’s just the beginning, as ATSG goes “above and beyond” by providing versatile managed IT services and intelligent technology solutions that perfectly align with your unique business requirements.

So, contact ATSG today to unlock your full potential by leveraging innovative and flexible technology solutions spanning Managed Services, Cloud Computing and Cybersecurity.

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