By Andrew Neumann, Omega’s VP of Technical Services and expert in IT operations & service delivery strategy
If you want to know what businesses really expect from their managed service provider (MSP), you don’t need a survey or a sales pitch – you need to hear from the people using the service every day.
That’s exactly what we did. We analyzed 1,052 real CSAT comments – actual feedback from customers after working with Omega Systems’ support team. These aren’t canned testimonials or marketing fluff. They’re raw, unfiltered reactions that reveal what customers notice, appreciate, and remember.
We combed through every comment, flagged recurring themes, and surfaced the qualities that consistently earn high praise. The result? A clear, honest look at what customers genuinely value in their MSP – and what it takes to deliver standout service in a crowded field.
If there’s one thing that stands above all else, it’s speed.
More than 400 comments praised responsiveness using words like “quick,” “prompt,” “fast,” “immediate,” and “timely.” These weren’t vague compliments either – they were specific and heartfelt:
“Issue resolved within minutes. Always fast and friendly.”
“The technician was amazing and prompt! Thank you!”
“Quick turnaround and excellent service every time.”
In the world of IT, time is money – but it’s also trust. Every second a user is locked out, stuck in VPN limbo, or waiting on a printer fix is a hit to productivity. Customers notice when their MSP jumps in fast, and they remember it.
Takeaway: Businesses want to know their issues won’t sit in a queue. Speed isn’t a luxury – it’s table stakes.
Responsiveness gets you in the door. Competence keeps you there.
Nearly half the comments called out the technical skill of the service team – often without being prompted. Words like “resolved,” “fixed,” “knowledgeable,” “professional,” and “work done right” came up again and again.
“The issue was fixed right away and explained clearly.”
“Very knowledgeable and helpful – always gets things done the first time.”
“I’ve worked with this technician multiple times now and he’s just excellent. Knows his stuff.”
Behind the scenes, MSPs juggle complex infrastructure, cybersecurity, vendor integrations, remote access – you name it. But from the customer’s point of view, all they see is: Did it get fixed? Did it stay fixed?
Takeaway: Businesses want expertise they can rely on. There’s no faking it.
A surprising number of comments weren’t just about the fix – they were about the people. Words like “friendly,” “patient,” “kind,” and “helpful” showed up in over 150 comments. And yes, the names of specific agents came up constantly – especially when customers had more than one positive interaction.
“This agent has helped me out a few times now and she’s always so patient and kind.”
“He was friendly, professional, and explained everything clearly.”
“Even though I had a simple question, they treated it with respect and urgency.”
IT support isn’t just a technical transaction – it’s a customer experience. And customers remember how you make them feel just as much as whether the Wi-Fi came back online.
Takeaway: Businesses want people, not robots. Friendly, respectful service leaves a lasting impression.
You wouldn’t expect gratitude to be a major theme in a tech support transcript – but it absolutely was. Over 30% of the comments included some variation of “thank you,” “thanks so much,” “appreciate it,” or even just “you rock.”
“Thanks for always being there when we need you.”
“Appreciate the help as always!”
“I know I can count on you. Thanks again!”
Gratitude flows when people feel heard, supported, and taken care of. And while it’s easy to overlook, it’s one of the clearest signs of a positive customer relationship.
Takeaway: When customers go out of their way to say thank you, they’re telling you what matters – don’t take it for granted.
Clear, thoughtful communication stood out as a key theme in customer feedback – especially when it went above and beyond expectations. Words like “explained,” “communicated,” “clear,” and “followed up” showed up in about 30 comments.
“Explained everything in a way I could understand.”
“They didn’t just fix it – they walked me through what happened.”
“Kept me in the loop from start to finish.”
Even in highly technical fields, clarity is king. Customers don’t need an MSP to teach them complex IT acronyms – but they do want to understand what went wrong and how it’s being fixed.
Takeaway: Businesses value clear, respectful communication – even when things are complicated.
Beyond tone and experience, we also looked at the types of issues customers needed help with. The list below is arranged by how often each service area showed up in feedback – offering a glimpse into the everyday realities of MSP support and where customers feel the most impact:
We went into this analysis expecting to see certain trends – and in some ways, the data confirmed what we already suspected. But what stood out most wasn’t just what customers said – it was how often they said it. Over and over again. About different people, different tickets, and different situations.
These aren’t just abstract values. They’re patterns of behavior that customers reward with loyalty, praise, and referrals.
If you’re working with an MSP – or considering a change – here’s a quick gut check:
If the answer to most of those is no, maybe it’s time to rethink your partnership.
At Omega Systems, we didn’t write this article to sell you anything. We wrote it because 1,052 real people told us what matters – and we think more businesses deserve to know what good MSP service really looks like.
Of course, if you’re curious what it’s like to work with an MSP that people rave about over 1,000 times in a year, we’d love to show you what we do differently.
ABOUT THE AUTHORAndrew Neumann, Omega’s VP of Technical Services, leads the company’s managed IT support, escalation services, and service desk operations. With 20+ years of IT service delivery experience across multiple industries, he is passionate about streamlining processes to enhance the customer experience and drive strategic integration across Omega’s growing portfolio.
Connect with Andrew on LinkedIn.