CWS 3.0: June 15, 2011 - Vol. 3.14

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Benchmarks: MSP Loyalty Ratings

In our 2010 Contingent Buyer Survey, we asked companies on a scale from 1 to 10 how likely they would be to promote their managed services provider. Those responding with scores of 9 or 10 were labeled "promoters," and those responding with scores of 1-6 were labeled "detractors." (Scores of 7-8 are viewed as neutral). Results indicate that 41 percent of respondents are promoters of their MSP and 39 percent are detractors, giving a net promoter score of 2 percent.

Factoids

25%: Net promoter score for MSPs serving the manufacturing industry

Respondents in the finance/insurance industry were net detractors of their MSPs, with a net promoter score of -36 percent.

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