{"id":32163,"date":"2022-07-18T09:00:00","date_gmt":"2022-07-18T14:00:00","guid":{"rendered":"https:\/\/thelogicgroup.com\/?p=32163"},"modified":"2022-08-18T15:14:33","modified_gmt":"2022-08-18T20:14:33","slug":"managed-services-kpis-to-measure-monitor","status":"publish","type":"post","link":"https:\/\/thelogicgroup.com\/managed-services-kpis-to-measure-monitor\/","title":{"rendered":"11 Vital Managed Services KPIs To Measure and Monitor"},"content":{"rendered":"\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3homhpf-e1e2a643a8e0e41959323c09ccfcf6bd\">\n.avia-section.av-3homhpf-e1e2a643a8e0e41959323c09ccfcf6bd{\nbackground-color:#3187bc;\nbackground-image:unset;\n}\n<\/style>\n<div id='amg-diagonal-overlay'  class='avia-section av-3homhpf-e1e2a643a8e0e41959323c09ccfcf6bd header_color avia-section-large avia-no-border-styling  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  avia-bg-style-scroll av-minimum-height av-minimum-height-25 av-height-25  container_wrap fullsize'   data-av_minimum_height_pc='25' data-av_min_height_opt='25'><div class='container av-section-cont-open' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-32163'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-30l8uub-40f440cc46bec9dcaf8269dfa9746ddd\">\n.flex_column.av-30l8uub-40f440cc46bec9dcaf8269dfa9746ddd{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-30l8uub-40f440cc46bec9dcaf8269dfa9746ddd av_one_full  avia-builder-el-1  avia-builder-el-no-sibling  first flex_column_div av-zero-column-padding  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4htr9-222592cf6af97647da2706c1b6dd37c3\">\n#top .av-special-heading.av-l2p4htr9-222592cf6af97647da2706c1b6dd37c3{\nmargin:0px 0px 0px 0px;\npadding-bottom:0;\n}\nbody .av-special-heading.av-l2p4htr9-222592cf6af97647da2706c1b6dd37c3 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4htr9-222592cf6af97647da2706c1b6dd37c3 .av-subheading{\nfont-size:23px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4htr9-222592cf6af97647da2706c1b6dd37c3 av-special-heading-h1 blockquote modern-quote modern-centered  avia-builder-el-2  avia-builder-el-no-sibling  av-linked-heading'><h1 class='av-special-heading-tag '  itemprop=\"headline\"  >11 Vital Managed Services KPIs To Measure and Monitor<\/h1><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/main><!-- close content main element --><\/div><\/div><div id='after_section_1'  class='main_color av_default_container_wrap container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-32163'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2cmuh37-b0ff7c65554fc37fac8648583d474fca\">\n.flex_column.av-2cmuh37-b0ff7c65554fc37fac8648583d474fca{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-2cmuh37-b0ff7c65554fc37fac8648583d474fca av_one_full  avia-builder-el-3  el_after_av_section  el_before_av_one_full  avia-builder-el-first  first flex_column_div av-zero-column-padding  '     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-23hjmeb-b4e416c2d9b77c79924b9fe5ae770147\">\n.avia-image-container.av-23hjmeb-b4e416c2d9b77c79924b9fe5ae770147 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-23hjmeb-b4e416c2d9b77c79924b9fe5ae770147 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-23hjmeb-b4e416c2d9b77c79924b9fe5ae770147 av-styling- avia-align-center  avia-builder-el-4  el_before_av_hr  avia-builder-el-first '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-32192 avia-img-lazy-loading-not-32192 avia_image ' src=\"https:\/\/thelogicgroup.com\/wp-content\/uploads\/2022\/08\/How-Mistakes-With-IT-Documentation-Hurt-Your-Business-1500x430.jpg\" alt='12 Vital MSP KPIMSP KPI' title='October Blog 1 - 12 Vital MSP KPI'  height=\"430\" width=\"1500\"  itemprop=\"thumbnailUrl\"  \/><\/div><\/div><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1l6n77n-b40a872a19d66eb821799670f189eaec\">\n#top .hr.hr-invisible.av-1l6n77n-b40a872a19d66eb821799670f189eaec{\nheight:20px;\n}\n<\/style>\n<div  class='hr av-1l6n77n-b40a872a19d66eb821799670f189eaec hr-invisible  avia-builder-el-5  el_after_av_image  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4inph-708ee0b2fea7e07826a6dc008005dcc4\">\n#top .av_textblock_section.av-l2p4inph-708ee0b2fea7e07826a6dc008005dcc4 .avia_textblock{\nfont-size:20px;\n}\n<\/style>\n<section  class='av_textblock_section av-l2p4inph-708ee0b2fea7e07826a6dc008005dcc4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span style=\"font-weight: 400;\">Managed service<\/span><span style=\"font-weight: 400;\"> providers (MSPs) are essential for many small and medium-sized businesses across the globe. The services they offer help companies be more productive and profitable. To make sure they\u2019re improving their client\u2019s operations and maximizing <\/span><span style=\"font-weight: 400;\">customer satisfaction<\/span><span style=\"font-weight: 400;\"> in the process, the best MSPs look at specific key performance indicators (KPIs). But what are these metrics, and how do they contribute to <\/span><span style=\"font-weight: 400;\">MSP performance<\/span><span style=\"font-weight: 400;\">?<\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4ixgw-1db79ae6012fc2f4135f1beba7a596bf\">\n#top .av-special-heading.av-l2p4ixgw-1db79ae6012fc2f4135f1beba7a596bf{\npadding-bottom:10px;\ncolor:#4a4a4a;\n}\nbody .av-special-heading.av-l2p4ixgw-1db79ae6012fc2f4135f1beba7a596bf .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4ixgw-1db79ae6012fc2f4135f1beba7a596bf .special-heading-inner-border{\nborder-color:#4a4a4a;\n}\n.av-special-heading.av-l2p4ixgw-1db79ae6012fc2f4135f1beba7a596bf .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4ixgw-1db79ae6012fc2f4135f1beba7a596bf av-special-heading-h2 custom-color-heading blockquote modern-quote  avia-builder-el-7  el_after_av_textblock  el_before_av_textblock  amg-blog-heading av-linked-heading'><h2 class='av-special-heading-tag '  itemprop=\"headline\"  >11 Vital Managed Services KPIs<\/h2><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4jbke-6a7cdb92305aba9acb6f599d5c589054 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">When it comes to making important decisions, using data is often more beneficial than relying on intuition or gut instinct. However, it can\u2019t just be any kind of data. MSPs have to use the right <\/span><span style=\"font-weight: 400;\">IT<\/span> <span style=\"font-weight: 400;\">support metrics<\/span><span style=\"font-weight: 400;\">. For example, knowing that your favorite color is blue isn\u2019t going to help an MSP optimize your IT environment. These KPIs need to drive performance, maximize profit potential, and increase operational efficiency.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While each MSP has their own datasets they like to pay attention to, most <\/span><span style=\"font-weight: 400;\">managed service provider metrics<\/span><span style=\"font-weight: 400;\"> revolve around three core areas: productivity, client experience, and profitability. There are dozens of KPIs that fall into these three categories, but we\u2019re only going to focus on the most important ones MSPs use to keep clients like you happy.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><\/p><\/div>\n<div  class='flex_column av-4cyjvn-b1644e59bc4ecd8fcceac5211b7dda0a av_one_full  avia-builder-el-9  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4l8j6-10f227b3470fddc5d0a32739b9294bd4\">\n#top .av-special-heading.av-l2p4l8j6-10f227b3470fddc5d0a32739b9294bd4{\npadding-bottom:10px;\ncolor:#4a4a4a;\n}\nbody .av-special-heading.av-l2p4l8j6-10f227b3470fddc5d0a32739b9294bd4 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4l8j6-10f227b3470fddc5d0a32739b9294bd4 .special-heading-inner-border{\nborder-color:#4a4a4a;\n}\n.av-special-heading.av-l2p4l8j6-10f227b3470fddc5d0a32739b9294bd4 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4l8j6-10f227b3470fddc5d0a32739b9294bd4 av-special-heading-h2 custom-color-heading blockquote modern-quote  avia-builder-el-10  el_before_av_textblock  avia-builder-el-first  amg-blog-heading av-linked-heading'><h2 class='av-special-heading-tag '  itemprop=\"headline\"  >Productivity KPIs<\/h2><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4lhcz-c270b841c5b7a33acd1cdce41908b2df '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">By measuring productivity KPIs, your MSP can learn how efficiently you\u2019re working, if resources are being used effectively, and if you\u2019re receiving the best possible service. This allows them to improve in areas that are lacking, so they can deliver the service you deserve.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4lrv7-e2766ae50dc9af9833bbb7cf22fa63bc\">\n#top .av-special-heading.av-l2p4lrv7-e2766ae50dc9af9833bbb7cf22fa63bc{\nmargin:0px 0px 0px 0px;\npadding-bottom:0;\ncolor:#7e8f87;\n}\nbody .av-special-heading.av-l2p4lrv7-e2766ae50dc9af9833bbb7cf22fa63bc .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4lrv7-e2766ae50dc9af9833bbb7cf22fa63bc .special-heading-inner-border{\nborder-color:#7e8f87;\n}\n.av-special-heading.av-l2p4lrv7-e2766ae50dc9af9833bbb7cf22fa63bc .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4lrv7-e2766ae50dc9af9833bbb7cf22fa63bc av-special-heading-h3 custom-color-heading blockquote modern-quote  avia-builder-el-12  el_after_av_textblock  el_before_av_textblock  av-linked-heading'><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >Average Resolution Time<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4lzgw-851bab88ba66db062f2cf580cd04033b '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">As the old adage goes, time is money. Clients are usually busy, and don\u2019t have a lot of time to wait on a solution. Unsurprisingly, <\/span><span style=\"font-weight: 400;\">resolution time<\/span><span style=\"font-weight: 400;\"> plays a big role in <\/span><span style=\"font-weight: 400;\">customer satisfaction<\/span><span style=\"font-weight: 400;\">. As a result, the best MSPs monitor how long they take on average to fix a problem and work to shorten that time.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4mee5-80924c66c2138ce4bc06e4ee376d7891\">\n#top .av-special-heading.av-l2p4mee5-80924c66c2138ce4bc06e4ee376d7891{\nmargin:0px 0px 0px 0px;\npadding-bottom:0;\ncolor:#7e8f87;\n}\nbody .av-special-heading.av-l2p4mee5-80924c66c2138ce4bc06e4ee376d7891 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4mee5-80924c66c2138ce4bc06e4ee376d7891 .special-heading-inner-border{\nborder-color:#7e8f87;\n}\n.av-special-heading.av-l2p4mee5-80924c66c2138ce4bc06e4ee376d7891 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4mee5-80924c66c2138ce4bc06e4ee376d7891 av-special-heading-h3 custom-color-heading blockquote modern-quote  avia-builder-el-14  el_after_av_textblock  el_before_av_textblock  av-linked-heading'><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >First Contact Resolution Rate<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4mpm7-370f94d41202d9b14de26d95c60cf15e '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">While speed is important, it\u2019s not the only factor that matters. Your vendor knows that how the resolution is reached is just as important as speed. For example, you can get a fast solution, but it would still be a bad experience if you had to ask for assistance more than once. That\u2019s why MSPs track the percentage of clients they\u2019re able to help right after first contact.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4nu1a-2172f154d95e8331cfa7e27dba30f721\">\n#top .av-special-heading.av-l2p4nu1a-2172f154d95e8331cfa7e27dba30f721{\nmargin:0px 0px 0px 0px;\npadding-bottom:0;\ncolor:#7e8f87;\n}\nbody .av-special-heading.av-l2p4nu1a-2172f154d95e8331cfa7e27dba30f721 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4nu1a-2172f154d95e8331cfa7e27dba30f721 .special-heading-inner-border{\nborder-color:#7e8f87;\n}\n.av-special-heading.av-l2p4nu1a-2172f154d95e8331cfa7e27dba30f721 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4nu1a-2172f154d95e8331cfa7e27dba30f721 av-special-heading-h3 custom-color-heading blockquote modern-quote  avia-builder-el-16  el_after_av_textblock  el_before_av_textblock  av-linked-heading'><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >Resource Utilization Rate<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4o2tw-8db9cd965c6431f9cea3d48ebf889c6c '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">As a customer, one of the most important <\/span><span style=\"font-weight: 400;\">MSP value propositions<\/span><span style=\"font-weight: 400;\"> to you is having access to top-quality technicians. However, their time needs to be managed wisely so they don\u2019t keep you or their other clients waiting too long. As such, it\u2019s necessary for MSPs to assess the usage rate of their resources.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4oyrn-1a715107c01c82c66eea4045bdbbd2d9\">\n#top .av-special-heading.av-l2p4oyrn-1a715107c01c82c66eea4045bdbbd2d9{\nmargin:0px 0px 0px 0px;\npadding-bottom:0;\ncolor:#7e8f87;\n}\nbody .av-special-heading.av-l2p4oyrn-1a715107c01c82c66eea4045bdbbd2d9 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4oyrn-1a715107c01c82c66eea4045bdbbd2d9 .special-heading-inner-border{\nborder-color:#7e8f87;\n}\n.av-special-heading.av-l2p4oyrn-1a715107c01c82c66eea4045bdbbd2d9 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4oyrn-1a715107c01c82c66eea4045bdbbd2d9 av-special-heading-h3 custom-color-heading blockquote modern-quote  avia-builder-el-18  el_after_av_textblock  el_before_av_textblock  av-linked-heading'><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >Close Ratio<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4p8pi-9b2153ae744e55186cf5819d3473db54 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">At the end of the day, an MSP is a business, and their goal is to convert you into a paying customer. This requires better ways to sell to you after first contact. As a result, MSPs are constantly creating better service packages and deals to win you over.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4pjs7-3acbc138ed436d623d5184077e272852\">\n#top .av-special-heading.av-l2p4pjs7-3acbc138ed436d623d5184077e272852{\npadding-bottom:10px;\ncolor:#4a4a4a;\n}\nbody .av-special-heading.av-l2p4pjs7-3acbc138ed436d623d5184077e272852 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4pjs7-3acbc138ed436d623d5184077e272852 .special-heading-inner-border{\nborder-color:#4a4a4a;\n}\n.av-special-heading.av-l2p4pjs7-3acbc138ed436d623d5184077e272852 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4pjs7-3acbc138ed436d623d5184077e272852 av-special-heading-h2 custom-color-heading blockquote modern-quote  avia-builder-el-20  el_after_av_textblock  el_before_av_textblock  amg-blog-heading av-linked-heading'><h2 class='av-special-heading-tag '  itemprop=\"headline\"  >Client Experience KPIs<\/h2><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4pspb-4fdef8aeb41cbe6b3ef59a1b6f47e88d '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">Healthy business relationships are the foundation of most companies, and your MSP is no different. IT providers like <\/span><span style=\"font-weight: 400;\">The Logic Group<\/span><span style=\"font-weight: 400;\"> are dedicated to keeping you happy.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4qlfx-a3dc779aa34846f3ee4c2a59fde90886\">\n#top .av-special-heading.av-l2p4qlfx-a3dc779aa34846f3ee4c2a59fde90886{\nmargin:0px 0px 0px 0px;\npadding-bottom:0;\ncolor:#7e8f87;\n}\nbody .av-special-heading.av-l2p4qlfx-a3dc779aa34846f3ee4c2a59fde90886 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4qlfx-a3dc779aa34846f3ee4c2a59fde90886 .special-heading-inner-border{\nborder-color:#7e8f87;\n}\n.av-special-heading.av-l2p4qlfx-a3dc779aa34846f3ee4c2a59fde90886 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4qlfx-a3dc779aa34846f3ee4c2a59fde90886 av-special-heading-h3 custom-color-heading blockquote modern-quote  avia-builder-el-22  el_after_av_textblock  el_before_av_textblock  av-linked-heading'><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >Satisfaction Rating<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4qw79-a3348ad05086ac0e9f9e7040cfbb121a '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">The happier a customer is, the more likely they are to come back or even recommend an MSP\u2019s services. It literally pays to do whatever is necessary to maintain a high satisfaction rating. That\u2019s why MSPs care a lot about receiving good reviews and testimonials from people who have used their services.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4rntk-20bcb7e7a51be8ef359ce2a6ff5cd2d5\">\n#top .av-special-heading.av-l2p4rntk-20bcb7e7a51be8ef359ce2a6ff5cd2d5{\nmargin:0px 0px 0px 0px;\npadding-bottom:0;\ncolor:#7e8f87;\n}\nbody .av-special-heading.av-l2p4rntk-20bcb7e7a51be8ef359ce2a6ff5cd2d5 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4rntk-20bcb7e7a51be8ef359ce2a6ff5cd2d5 .special-heading-inner-border{\nborder-color:#7e8f87;\n}\n.av-special-heading.av-l2p4rntk-20bcb7e7a51be8ef359ce2a6ff5cd2d5 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4rntk-20bcb7e7a51be8ef359ce2a6ff5cd2d5 av-special-heading-h3 custom-color-heading blockquote modern-quote  avia-builder-el-24  el_after_av_textblock  el_before_av_textblock  av-linked-heading'><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >Turnover Rate<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4rwpm-17adc96b61f54e0be269bb3cc491212a '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">Another critical client-centric KPI is turnover rate. This refers to how many customers are canceling their contracts and for what reasons. If the turnover rate is high, that\u2019s a telltale sign there may be something wrong with the service and a change is needed.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4s5tv-8c5d8ccc350cc3c86dd515e357e88f17\">\n#top .av-special-heading.av-l2p4s5tv-8c5d8ccc350cc3c86dd515e357e88f17{\nmargin:0px 0px 0px 0px;\npadding-bottom:0;\ncolor:#7e8f87;\n}\nbody .av-special-heading.av-l2p4s5tv-8c5d8ccc350cc3c86dd515e357e88f17 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4s5tv-8c5d8ccc350cc3c86dd515e357e88f17 .special-heading-inner-border{\nborder-color:#7e8f87;\n}\n.av-special-heading.av-l2p4s5tv-8c5d8ccc350cc3c86dd515e357e88f17 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4s5tv-8c5d8ccc350cc3c86dd515e357e88f17 av-special-heading-h3 custom-color-heading blockquote modern-quote  avia-builder-el-26  el_after_av_textblock  el_before_av_textblock  av-linked-heading'><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >SLA Rate<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4snyp-93e91bcb634a06bbc1241a21a1d6c7da '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">A service-level agreement (SLA) is a contract that outlines what the customer can expect from the provider, and it\u2019s up to the provider to meet those expectations. Tracking SLA <\/span><span style=\"font-weight: 400;\">compliance<\/span><span style=\"font-weight: 400;\"> is the easiest way for an MSP to ensure it\u2019s fulfilling its promise to you.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4tdts-555bec4f86f2664953057c3f0a0d86a0\">\n#top .av-special-heading.av-l2p4tdts-555bec4f86f2664953057c3f0a0d86a0{\nmargin:0px 0px 0px 0px;\npadding-bottom:0;\ncolor:#7e8f87;\n}\nbody .av-special-heading.av-l2p4tdts-555bec4f86f2664953057c3f0a0d86a0 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4tdts-555bec4f86f2664953057c3f0a0d86a0 .special-heading-inner-border{\nborder-color:#7e8f87;\n}\n.av-special-heading.av-l2p4tdts-555bec4f86f2664953057c3f0a0d86a0 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4tdts-555bec4f86f2664953057c3f0a0d86a0 av-special-heading-h3 custom-color-heading blockquote modern-quote  avia-builder-el-28  el_after_av_textblock  el_before_av_textblock  av-linked-heading'><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >Customer Lifetime Value<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4tw15-b23bc2fe5aeca660e4b8ca85136fb939 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">There\u2019s nothing better for a business than a repeat customer. That\u2019s why your MSP wants you to be a long-term client who can rely on their services. Gauging customer lifetime value helps the MSP consider what they need to provide to keep you around for the long haul.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4uhob-589da13f4caa81e28daa6ebaba44f4d5\">\n#top .av-special-heading.av-l2p4uhob-589da13f4caa81e28daa6ebaba44f4d5{\npadding-bottom:10px;\ncolor:#4a4a4a;\n}\nbody .av-special-heading.av-l2p4uhob-589da13f4caa81e28daa6ebaba44f4d5 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4uhob-589da13f4caa81e28daa6ebaba44f4d5 .special-heading-inner-border{\nborder-color:#4a4a4a;\n}\n.av-special-heading.av-l2p4uhob-589da13f4caa81e28daa6ebaba44f4d5 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4uhob-589da13f4caa81e28daa6ebaba44f4d5 av-special-heading-h2 custom-color-heading blockquote modern-quote  avia-builder-el-30  el_after_av_textblock  el_before_av_textblock  amg-blog-heading av-linked-heading'><h2 class='av-special-heading-tag '  itemprop=\"headline\"  >Profitability KPIs<\/h2><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4v9et-3af98a075bf2b0df472e2c95a11deb85 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">The last area of concern for your MSP is profitability. The more profitable your MSP is, the more leeway they have to improve their services and provide better deals.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4vjn4-03095c3cd91e67a3e94a07b524fbfff6\">\n#top .av-special-heading.av-l2p4vjn4-03095c3cd91e67a3e94a07b524fbfff6{\nmargin:0px 0px 0px 0px;\npadding-bottom:0;\ncolor:#7e8f87;\n}\nbody .av-special-heading.av-l2p4vjn4-03095c3cd91e67a3e94a07b524fbfff6 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4vjn4-03095c3cd91e67a3e94a07b524fbfff6 .special-heading-inner-border{\nborder-color:#7e8f87;\n}\n.av-special-heading.av-l2p4vjn4-03095c3cd91e67a3e94a07b524fbfff6 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4vjn4-03095c3cd91e67a3e94a07b524fbfff6 av-special-heading-h3 custom-color-heading blockquote modern-quote  avia-builder-el-32  el_after_av_textblock  el_before_av_textblock  av-linked-heading'><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >Cost of Goods Sold<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4vuzc-66540be4837e1fc53f4117bb7ada983e '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">Cost of goods sold (COGS) refers to the labor, material, software, infrastructure, and anything else used to deliver services. Your MSP wants to give you the best deal possible, which requires an acceptable balance between COGS and the service price point.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4w5vf-ad89f74624c415a1966f8c6515da8a3b\">\n#top .av-special-heading.av-l2p4w5vf-ad89f74624c415a1966f8c6515da8a3b{\nmargin:0px 0px 0px 0px;\npadding-bottom:0;\ncolor:#7e8f87;\n}\nbody .av-special-heading.av-l2p4w5vf-ad89f74624c415a1966f8c6515da8a3b .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4w5vf-ad89f74624c415a1966f8c6515da8a3b .special-heading-inner-border{\nborder-color:#7e8f87;\n}\n.av-special-heading.av-l2p4w5vf-ad89f74624c415a1966f8c6515da8a3b .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4w5vf-ad89f74624c415a1966f8c6515da8a3b av-special-heading-h3 custom-color-heading blockquote modern-quote  avia-builder-el-34  el_after_av_textblock  el_before_av_textblock  av-linked-heading'><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >Recurring Revenue Rate<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4wh9s-891868ee44d15d0323fdb7e1c50387c0 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">Relying solely on upfront sales can be a dangerous game for an MSP, so they need to find a way to keep the revenue flowing at all times. This often takes the form of subscriptions, renewals, and contracts. The need for recurring revenue benefits you because it forces your MSP to find innovative solutions to earn your patronage.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4wqs1-19c117fd9c17656c431a3fea94c8b786\">\n#top .av-special-heading.av-l2p4wqs1-19c117fd9c17656c431a3fea94c8b786{\nmargin:0px 0px 0px 0px;\npadding-bottom:0;\ncolor:#7e8f87;\n}\nbody .av-special-heading.av-l2p4wqs1-19c117fd9c17656c431a3fea94c8b786 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4wqs1-19c117fd9c17656c431a3fea94c8b786 .special-heading-inner-border{\nborder-color:#7e8f87;\n}\n.av-special-heading.av-l2p4wqs1-19c117fd9c17656c431a3fea94c8b786 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4wqs1-19c117fd9c17656c431a3fea94c8b786 av-special-heading-h3 custom-color-heading blockquote modern-quote  avia-builder-el-36  el_after_av_textblock  el_before_av_textblock  av-linked-heading'><h3 class='av-special-heading-tag '  itemprop=\"headline\"  >Rate Per Offering<\/h3><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4wzlb-569a14c8a83b4a2f5bf08c813fa653c4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-32\" class=\"lp-element lp-pom-text nlh\">\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">When an MSP\u2019s service is expanded, it could be simply because the owner wants to provide more value for their customers. In other cases, it\u2019s deemed a worthwhile investment after reviewing the rate per offering.<\/span><\/p>\n<\/div>\n<div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div>\n<div id=\"lp-pom-text-34\" class=\"lp-element lp-pom-text nlh\"><\/div>\n<\/div><\/section><\/p><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-otfr6r-0c213f18ff2ef24881504cf24e91fcf1\">\n.flex_column.av-otfr6r-0c213f18ff2ef24881504cf24e91fcf1{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-otfr6r-0c213f18ff2ef24881504cf24e91fcf1 av_one_full  avia-builder-el-38  el_after_av_one_full  avia-builder-el-last  first flex_column_div av-zero-column-padding  column-top-margin'     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l2p4xaqc-070e02d5cf8f4529fe86683e4c040f1e\">\n#top .av-special-heading.av-l2p4xaqc-070e02d5cf8f4529fe86683e4c040f1e{\npadding-bottom:10px;\ncolor:#4a4a4a;\n}\nbody .av-special-heading.av-l2p4xaqc-070e02d5cf8f4529fe86683e4c040f1e .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-l2p4xaqc-070e02d5cf8f4529fe86683e4c040f1e .special-heading-inner-border{\nborder-color:#4a4a4a;\n}\n.av-special-heading.av-l2p4xaqc-070e02d5cf8f4529fe86683e4c040f1e .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-l2p4xaqc-070e02d5cf8f4529fe86683e4c040f1e av-special-heading-h2 custom-color-heading blockquote modern-quote  avia-builder-el-39  el_before_av_textblock  avia-builder-el-first  amg-blog-heading av-linked-heading'><h2 class='av-special-heading-tag '  itemprop=\"headline\"  >Get the Best in IT Services<\/h2><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-l2p4xmh0-b2baf99b55b048a8230363facfe62079 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"lp-pom-text-364\" class=\"lp-element lp-pom-text nlh\">\n<p><span style=\"font-weight: 400;\">The Logic Group is dedicated to delivering the best IT services in the industry. We work with you to customize our services according to the specific needs of your business. Contact us today to learn how we can improve your operations.<\/span><\/p>\n<\/div>\n<\/div><\/section><\/p><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":32192,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[64,61,60,63,62],"class_list":["post-32163","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-managed-it","tag-it-support-metrics","tag-managed-service-provider-metrics","tag-managed-services-kpi","tag-msp-performance","tag-msp-value-propositions"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>11 Managed Services KPIs To Monitor | The Logic Group<\/title>\n<meta name=\"description\" content=\"To ensure they\u2019re helping clients be more productive and profitable, the best IT providers look at managed services KPIs. 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