Analytics Update: New CSAT integration + Client Engagement for Each Client

MSPs already have plenty of signals that suggest how a client feels, such as aging hardware, recurring issues, slower-than-average ticket resolution, and more. But those signals don’t tell the full story.

That’s why we’re introducing a few new changes to Analytics to help you get the full picture. 

New SimpleSAT Integration

SimpleSAT is a CSAT tool designed for MSPs but integrating it with Lifecycle Manager you can pull in CSAT scores across your client base.

Along with CSAT, the SimpleSAT integration also brings in NPS (Net Promoter Score) as a new metric, giving you an even clearer view of client loyalty and long-term sentiment.

• See client satisfaction where you work: Client-level CSAT and NPS score in your Client Analytics Dashboard so you can quickly understand how each client feels about your service.
  
• Identify at-risk clients faster: Spot unhappy clients early and prioritize outreach before frustration turns into churn.
  
• Connect service delivery to outcomes: As Lifecycle Manager X highlights service delivery levels for each client, CSAT and NPS help validate whether changes are actually improving the client relationship.
  
• Track improvements over time: Monitor CSAT and NPS trends as you make operational changes and process improvements.

Client Engagement Metrics for Each Client

In January, we released a Client Engagement dashboard at the all-client level. Now, those same engagement signals are available inside each individual client, so you can quickly understand whether the relationship is moving forward or stalling. 

Here’s what you’ll see at the client level:

• Initiative approvals: Track how often the client reviews and approves initiatives. If approvals slow down (or stop), it’s often an early warning sign that priorities have shifted or the client needs a clearer next step.
  
• Total meetings held: See whether you’re maintaining a healthy cadence with the client over time. Consistent meetings typically correlate with stronger alignment, faster decision-making, and smoother QBRs.
  
• Goal attainment: Measure progress toward agreed goals so you can show what’s being achieved, what’s at risk, and what you recommend next.

Getting started

There is no setup required to use the Client Engagement dashboard. Check it out now in the Analytics on any Lifecycle Manager X client.

If you’re already using SimpleSAT and Lifecycle Manager, you can enable the integration from the Integrations page in Lifecycle Manager and be up and running in minutes.

Need detailed setup steps? See the help article  - Integrating with SimpleSAT