At bluesource, we believe that exceptional support should be self-evident, and our customers agree. Over the past 12 months, we’ve achieved a Customer Satisfaction (CSAT) score of 91.5%, which is 14% higher than the industry average of 80%.
More organisations are choosing bluesource as their alternative to Microsoft Support, and the numbers show why.
But this isn’t just about resolving tickets quickly. It’s about building relationships, solving problems proactively, and delivering a support experience that scales with your business.
This FAQ will answer common questions about what our high CSAT score means, why so many customers are switching to us, and how we’re proving the value of a partner-led support model.
What is CSAT, and why is it important?
CSAT (Customer Satisfaction Score) is a standard metric used to measure how satisfied customers are with a company’s service or product.
It’s usually measured through surveys that ask questions like:
"How satisfied were you with the service you received?"
The answers are then converted into a percentage, with 100% representing perfect satisfaction.
Why it matters:
- It reflects how well a company meets or exceeds customer expectations.
- Higher CSAT scores typically mean fewer escalations and stronger customer relationships.
- It’s a key factor when choosing a reliable Managed Service Provider (MSP).
What is the average CSAT score for IT Managed Service Providers (MSPs)?
Based on verified benchmarks from sources like Customer Thermometer and the American Customer Satisfaction Index (ACSI):
The average CSAT score for IT services (including MSPs) typically ranges from 78% to 82%.
Many providers fall into this range, with anything above 85% considered excellent.
How does bluesource compare to the industry average?
We’re proud to share that our 91.5% CSAT score is 14% higher than the industry average of roughly 80%.
Here’s how that breaks down:
Industry Average: 80%
Our Score: 91.5%
Difference: +11.5 percentage points (14% higher)
This positions us firmly in the top tier of MSPs globally, based on independently reported benchmarks.
What about response rates? Why are they important?
A CSAT score is only meaningful if it’s based on reliable, high-volume customer feedback. That’s where response rates come in.
For MSPs:
Typical response rates range between 12% and 24%.
Best-in-class providers using real-time surveys can reach 30% or more.
Our response rate:
We currently maintain a 25% response rate, placing us slightly above average for our industry.
This means:
Our score reflects a large, representative sample of customers.
The feedback we act on is accurate and trustworthy, not skewed by low participation.
Why is a high CSAT score + high response rate such a big deal?
Many companies might have high scores but low response rates, which can be misleading.
By having both:
A 91.5% CSAT score
And a 25% response rate
…we’re showing that our results are credible, with broad customer participation backing them up.
This combination demonstrates:
- Consistent quality across a large group of customers.
- Transparency in collecting and sharing feedback.
- Accountability to act on what we learn.
An alternative to Microsoft Support?
As organisations seek alternatives, many are discovering the advantages of our Enhanced Support. This solution is designed to address the limitations of Unified Support while offering greater flexibility and value.
- Cost Efficiency
Alternative providers often use transparent, usage-based pricing models, helping businesses save between 30 – 60% compared to Microsoft Unified. This approach ensures you only pay for the services you actually need, reducing wasted resources.
- Tailored Expertise
Unlike the standardised approach of Unified, alternative providers offer dedicated, relationship-driven service. With access to specialists who understand your environment, issues can be resolved faster, up to 10 times faster in some cases.
- Flexible Coverage
Many alternatives provide customised support plans, including 24×7×365 coverage for critical incidents and proactive advisory services. This flexibility ensures the support aligns with your business priorities.
How does Microsoft’s audit fit into this?
We’ve recently completed the first stage of Microsoft’s rigorous 3-stage Support Partner Audit.
This independent review:
- Validates that our processes meet Microsoft’s global standards.
- Ensures our support operations are scalable, secure, and customer-focused.
- Provides an objective layer of trust to complement our customer feedback data.
Completing this audit further demonstrates that our results aren’t just self-reported, they’re verified by one of the world’s most trusted technology companies.
What does this mean for our customers?
Simply put, it means better, more reliable service:
Fewer issues escalate because problems are solved correctly the first time.
Proactive improvements based on real feedback, not guesswork.
Confidence and trust, knowing you’re working with a support partner who’s both top-rated and externally validated.
We’ve achieved top-tier customer satisfaction and strong engagement, proving our commitment to delivering world-class support.
Final Thoughts
High numbers alone aren’t the goal ‘delighting customers’ is’.
Our 91.5% CSAT score, 25% response rate, and progress through Microsoft’s audit show that our team consistently delivers exceptional, reliable service that goes above and beyond industry norms.
If you’re ready to experience this level of support for your organisation, contact us to learn more.
