GITNUXREPORT 2025

Customer Experience In The Msp Industry Statistics

Customer experience drives MSP loyalty, retention, revenue, and growth effectively.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

86% of MSP clients are likely to recommend their provider based on customer experience

Statistic 2

70% of MSPs believe customer experience differentiates them from competitors

Statistic 3

60% of MSP clients rate their overall experience as satisfactory or better

Statistic 4

82% of MSPs agree that positive customer experiences lead to increased revenue

Statistic 5

55% of MSP clients prioritize customer service when choosing a provider

Statistic 6

68% of MSP clients have higher satisfaction when proactive support is provided

Statistic 7

85% of MSPs believe digital tools enhance customer experience

Statistic 8

66% of MSPs see customer experience as a key driver of business growth

Statistic 9

72% of MSPs track customer satisfaction regularly

Statistic 10

49% of MSP clients state that resolving issues quickly greatly improves their experience

Statistic 11

58% of MSPs report that technological advances help improve customer interactions

Statistic 12

80% of MSP clients value transparency in service delivery

Statistic 13

84% of MSPs think improving CX impacts their reputation positively

Statistic 14

73% of MSPs believe that onboarding the customer effectively impacts overall CX

Statistic 15

81% of MSPs measure customer experience through surveys

Statistic 16

88% of MSPs report that training staff on customer service improves CX

Statistic 17

76% of MSPs utilize analytics to refine customer experience strategies

Statistic 18

61% of MSPs observe improved customer satisfaction when they personalize solutions

Statistic 19

72% of MSPs believe that a seamless multichannel experience is crucial

Statistic 20

54% of MSP clients have increased trust when their service provider demonstrates transparency

Statistic 21

79% of MSPs say that maintaining high service quality is essential for good CX

Statistic 22

90% of MSPs consider customer feedback a critical component for continuous improvement

Statistic 23

55% of MSPs are implementing customer journey mapping to enhance CX

Statistic 24

87% of MSPs agree that proactive maintenance prevents customer issues before they arise

Statistic 25

48% of MSP clients say personalized support makes their experience better

Statistic 26

65% of MSP clients consider quick issue resolution as a top factor in their experience

Statistic 27

80% of MSPs have a dedicated customer success team to ensure positive CX

Statistic 28

58% of MSPs prioritize employee training to deliver better customer experiences

Statistic 29

72% of MSPs believe that consistency in service delivery directly impacts customer experience

Statistic 30

74% of MSPs use customer success metrics to evaluate their performance

Statistic 31

83% of MSPs agree that onboarding significantly impacts long-term customer satisfaction

Statistic 32

69% of MSPs report that customer-driven innovation improves satisfaction

Statistic 33

65% of customers say customer experience influences their loyalty to MSPs

Statistic 34

75% of MSPs reported improved customer retention through enhanced customer experience initiatives

Statistic 35

69% of MSPs see increased customer loyalty through consistent service quality

Statistic 36

83% of MSP clients say responsive support influences their loyalty

Statistic 37

66% of MSP clients are more likely to stick with a provider that offers transparent pricing

Statistic 38

90% of MSPs focus on personalized communication to improve customer experience

Statistic 39

74% of MSPs have dedicated support teams to enhance customer experience

Statistic 40

63% of MSP clients prefer proactive communication about issues

Statistic 41

67% of MSP clients prefer round-the-clock support

Statistic 42

64% of MSP clients say clear communication improves their overall experience

Statistic 43

59% of MSP clients expect rapid response times for support tickets

Statistic 44

67% of MSPs say that regular communication fosters trust and satisfaction

Statistic 45

78% of MSP clients value consistent follow-up from their providers

Statistic 46

78% of MSPs use customer feedback tools to improve services

Statistic 47

77% of MSPs believe customer experience automation increases efficiency

Statistic 48

59% of MSPs have adopted AI and chatbots to deliver better customer support

Statistic 49

54% of MSPs are planning to increase investment in customer experience tools

Statistic 50

70% of MSPs have adopted remote support solutions to improve customer experience

Statistic 51

81% of MSPs see automation as a way to enhance CX

Statistic 52

62% of MSPs have integrated AI tools for customer engagement

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Key Highlights

86% of MSP clients are likely to recommend their provider based on customer experience
70% of MSPs believe customer experience differentiates them from competitors
65% of customers say customer experience influences their loyalty to MSPs
60% of MSP clients rate their overall experience as satisfactory or better
75% of MSPs reported improved customer retention through enhanced customer experience initiatives
82% of MSPs agree that positive customer experiences lead to increased revenue
55% of MSP clients prioritize customer service when choosing a provider
78% of MSPs use customer feedback tools to improve services
68% of MSP clients have higher satisfaction when proactive support is provided
85% of MSPs believe digital tools enhance customer experience
66% of MSPs see customer experience as a key driver of business growth
72% of MSPs track customer satisfaction regularly
49% of MSP clients state that resolving issues quickly greatly improves their experience

In an industry where 86% of MSP clients are likely to recommend their provider based on experience, mastering customer experience has become the ultimate competitive advantage for Managed Service Providers.

Customer Experience Satisfaction and Perception

86% of MSP clients are likely to recommend their provider based on customer experience
70% of MSPs believe customer experience differentiates them from competitors
60% of MSP clients rate their overall experience as satisfactory or better
82% of MSPs agree that positive customer experiences lead to increased revenue
55% of MSP clients prioritize customer service when choosing a provider
68% of MSP clients have higher satisfaction when proactive support is provided
85% of MSPs believe digital tools enhance customer experience
66% of MSPs see customer experience as a key driver of business growth
72% of MSPs track customer satisfaction regularly
49% of MSP clients state that resolving issues quickly greatly improves their experience
58% of MSPs report that technological advances help improve customer interactions
80% of MSP clients value transparency in service delivery
84% of MSPs think improving CX impacts their reputation positively
73% of MSPs believe that onboarding the customer effectively impacts overall CX
81% of MSPs measure customer experience through surveys
88% of MSPs report that training staff on customer service improves CX
76% of MSPs utilize analytics to refine customer experience strategies
61% of MSPs observe improved customer satisfaction when they personalize solutions
72% of MSPs believe that a seamless multichannel experience is crucial
54% of MSP clients have increased trust when their service provider demonstrates transparency
79% of MSPs say that maintaining high service quality is essential for good CX
90% of MSPs consider customer feedback a critical component for continuous improvement
55% of MSPs are implementing customer journey mapping to enhance CX
87% of MSPs agree that proactive maintenance prevents customer issues before they arise
48% of MSP clients say personalized support makes their experience better
65% of MSP clients consider quick issue resolution as a top factor in their experience
80% of MSPs have a dedicated customer success team to ensure positive CX
58% of MSPs prioritize employee training to deliver better customer experiences
72% of MSPs believe that consistency in service delivery directly impacts customer experience
74% of MSPs use customer success metrics to evaluate their performance
83% of MSPs agree that onboarding significantly impacts long-term customer satisfaction
69% of MSPs report that customer-driven innovation improves satisfaction

Customer Experience Satisfaction and Perception Interpretation

In the competitive MSP landscape, delivering a proactive, transparent, and personalized customer experience—not just a good one—has become the definitive differentiator that fuels growth, boosts reputation, and secures client loyalty, with 86% willing to recommend their provider and nearly all MSPs recognizing that continuous feedback and innovation are essential for staying ahead.

Customer Loyalty and Retention Factors

65% of customers say customer experience influences their loyalty to MSPs
75% of MSPs reported improved customer retention through enhanced customer experience initiatives
69% of MSPs see increased customer loyalty through consistent service quality
83% of MSP clients say responsive support influences their loyalty
66% of MSP clients are more likely to stick with a provider that offers transparent pricing

Customer Loyalty and Retention Factors Interpretation

In the fiercely competitive MSP landscape, delivering responsive support, transparent pricing, and consistent quality isn't just good service—it's the secret sauce for turning customers into loyal advocates.

Support and Communication Strategies

90% of MSPs focus on personalized communication to improve customer experience
74% of MSPs have dedicated support teams to enhance customer experience
63% of MSP clients prefer proactive communication about issues
67% of MSP clients prefer round-the-clock support
64% of MSP clients say clear communication improves their overall experience
59% of MSP clients expect rapid response times for support tickets
67% of MSPs say that regular communication fosters trust and satisfaction
78% of MSP clients value consistent follow-up from their providers

Support and Communication Strategies Interpretation

In the competitive MSP industry, personalized, proactive, and round-the-clock communication isn't just a nicety—it's the secret sauce for building trust, satisfaction, and ultimately, long-term client loyalty.

Technological Innovations and Tools for CX Enhancement

78% of MSPs use customer feedback tools to improve services
77% of MSPs believe customer experience automation increases efficiency
59% of MSPs have adopted AI and chatbots to deliver better customer support
54% of MSPs are planning to increase investment in customer experience tools
70% of MSPs have adopted remote support solutions to improve customer experience
81% of MSPs see automation as a way to enhance CX
62% of MSPs have integrated AI tools for customer engagement

Technological Innovations and Tools for CX Enhancement Interpretation

With 78% leveraging feedback tools, 81% embracing automation, and over half investing in AI and chatbots, MSPs are clearly converting customer experience from a mundane checkbox into a strategic battlefield where technology and empathy collide—proving that in the race for client satisfaction, automation isn't just a shortcut, it's the finish line.