5 Key Metrics to Evaluate Your MSP's Performance

Michael Rodriguez

IT Cost Optimization Specialist

Certified IT financial manager specializing in helping SMBs reduce technology costs while maintaining service quality.

Learn the essential metrics that reveal whether your MSP is delivering value for your investment.

Critical Performance Indicators

To properly evaluate your MSP's performance, you need to track specific metrics that directly impact your business operations and bottom line.

1. Response and Resolution Metrics

Industry Standard Response Times:
Critical Issues:
- Response: < 15 minutes
- Resolution: < 4 hours
- Target met: 99% of time

High Priority:
- Response: < 1 hour
- Resolution: < 8 hours
- Target met: 95% of time

Normal Priority:
- Response: < 4 hours
- Resolution: Next business day
- Target met: 90% of time

2. System Availability Metrics

Track these key availability indicators:

• Network uptime (target: 99.9%)
• Application availability (target: 99.5%)
• Planned vs. unplanned downtime
• Mean time between failures (MTBF)

3. Security Performance

Essential security metrics include:

• Time to detect security incidents
• Time to respond to threats
• Patch management compliance
• Backup success rates
• Security training completion rates

Cost Efficiency Metrics

1. Per-User Costs

Typical Per-User Cost Ranges:
Basic Support:
- Small business: $70-100/user/month
- Mid-size: $100-150/user/month
- Enterprise: $150-200+/user/month

Cost Components:
- Help desk support: 30-40%
- Infrastructure: 25-35%
- Security: 20-25%
- Software: 15-20%

2. Service Efficiency

Track these efficiency metrics:

• First-call resolution rate (target: >60%)
• Average time to resolution
• Ticket volume trends
• Recurring issue frequency

User Satisfaction Metrics

1. Satisfaction Scores

Important satisfaction indicators:

• Post-ticket satisfaction ratings
• Quarterly satisfaction surveys
• User feedback trends
• Service improvement suggestions

2. User Productivity Impact

Productivity Metrics:
- Time lost to IT issues
- System performance satisfaction
- Tool adoption rates
- Training effectiveness
- Self-service success rates

Strategic Value Metrics

1. Innovation and Improvement

Measure your MSP's contribution to business improvement:

• Proactive recommendations made
• Technology roadmap alignment
• Business process improvements
• Cost optimization initiatives

2. Business Impact

Track how IT services affect business outcomes:

• Revenue impact of outages
• Productivity improvements
• Cost avoidance measures
• Risk reduction initiatives