The feedback you're not getting
No news isn't good news. It's no information.
Clients don't volunteer feedback because it's uncomfortable. They'll tolerate small frustrations, mention them to colleagues, and eventually leave - without ever telling you what was wrong. The MSPs who keep clients are the ones who make giving feedback easy and safe.
The scenario:
You want to systematically collect genuine client feedback that helps you improve.
The prompt:
You're building a client feedback system.
Create a process that includes:
- Feedback touchpoints (when to ask: post-ticket, post-project, quarterly)
- Question design that invites honest answers
- Anonymous vs. attributed options
- How to respond to negative feedback
- Closing the loop (showing you acted on input)
- Metrics to track over time
Include a 3-question survey and a script for live feedback conversations.