6. Prompt Timing Of Responses

Also important to customer satisfaction is having a quick response time, say solution providers. According to JDL Technologies’ report, 52 percent of CIO and IT management respondents cited responsiveness as their top expectation for MSPs.

Cumulus Global’s Falcon stressed that his company monitors the time to respond to information and support requests. The Fulcrum Group’s Meek takes a similar approach: the company has configured its ticketing system to track responses to make sure employees respond in a timely fashion.