A breakdown of SmileBack customer satisfaction across 10,178 survey responses. This report shows your positive rate, rating distribution, and year-over-year trend. SmileBack PSA
A breakdown of SmileBack customer satisfaction across 10,178 survey responses. This report shows your positive rate, rating distribution, and year-over-year trend. SmileBack PSA
The data covers the full scope of Autotask PSA records relevant to this analysis, broken down by the key dimensions your team needs for day-to-day decisions and client reporting.
Who should use this: Service managers, account managers, and MSP leadership tracking customer experience
How often: Weekly for trend monitoring, monthly for team reviews, quarterly for QBRs
A breakdown of SmileBack customer satisfaction across 10,178 survey responses. This report shows your positive rate, rating distribution, and year-over-year trend. SmileBack PSA
Overall satisfaction metrics from SmileBack across all 10,178 survey responses.
EVALUATE
ROW(
"CSATAvg", [CSAT - Average Rating],
"CSATLastYear", [CSAT - Average Rating - Last Year],
"CSATLastMonth", [CSAT - Average Rating - Last Month],
"TotalRatings", [CSAT - Total Ratings],
"RatingsLastMonth", [CSAT - Total Ratings - Last Month],
"RatingsLastYear", [CSAT - Total Ratings - Last Year]
)Breakdown of all 10,178 SmileBack responses by rating type. SmileBack uses a -1 / 0 / +1 scale: negative, neutral, positive.
| Rating | Count | Percentage |
|---|---|---|
| -1 | 454 | 4.5% |
| 0 | 339 | 3.3% |
| 1 | 9385 | 92.2% |
EVALUATE
SUMMARIZECOLUMNS(
'BI_SmileBack_Reviews'[rating],
"Count", COUNTROWS('BI_SmileBack_Reviews')
)
ORDER BY 'BI_SmileBack_Reviews'[rating] ASCSmileBack does not use a 1-to-5 star scale. It uses three options: a happy face (+1), a neutral face (0), and an unhappy face (-1). This keeps the survey simple and drives high response rates, but it also means the raw average looks different from what you might expect.
The CSAT Average Rating measure in Proxuma Power BI returns 0.877 on the -1 to 1 scale. That number can be confusing at first glance. Here is what it means in practical terms:
A score of 1.0 would mean every single response was positive. A score of 0.0 would mean positive and negative responses perfectly cancel each other out. Your score of 0.877 means the vast majority of responses are positive, with a small number of neutrals and negatives pulling the average down slightly.
The most useful way to read SmileBack data is as a positive rate: what percentage of all responses were happy faces? In this dataset, that number is 92.2% (9,385 positive out of 10,178 total). That is the number to track, compare, and present in QBRs.
Last year, the CSAT Average Rating was 0.783, which translates to roughly 89.2% positive. The 3.0 percentage point improvement suggests that service quality or response handling has improved over the past twelve months.
Industry benchmarks for MSP customer satisfaction typically range between 85% and 95% positive. At 92.2%, this dataset sits comfortably in the upper half. The year-over-year improvement from 89.2% confirms the trend is moving in the right direction. This is a number worth highlighting in client-facing QBR presentations.
While the overall rate is healthy, 454 clients chose the unhappy face after a ticket was closed. Each negative response represents a moment where a client felt the service fell short. Reviewing these tickets by client, category, and resolution time will reveal whether the negatives cluster around specific accounts, ticket types, or team members.
The positive rate moved from 89.2% last year to 92.2% this year. That is meaningful progress across 10,000+ responses. It suggests that changes to service delivery, response times, or client communication are having a measurable effect. The challenge now is sustaining this trajectory rather than letting it plateau.
Export the negative-rated tickets and group them by client, ticket category, and assigned resource. Look for patterns: are certain clients disproportionately unhappy? Are negatives concentrated around specific issue types like onboarding or hardware failures? A targeted fix on the top three negative drivers could push the positive rate above 94%.
Neutral responses are not complaints, but they are not endorsements either. These 339 responses represent clients who felt the service was adequate but not remarkable. A follow-up workflow triggered by neutral ratings could surface quick wins and convert neutrals to positives over time.
With the current trajectory (+3.0pp year-over-year), reaching 94% within the next quarter is realistic if the negative response drivers are addressed. Build a monthly CSAT review into the service delivery meeting cadence and use this report as the baseline.
EVALUATE
TOPN(
10,
ADDCOLUMNS(
VALUES('BI_SmileBack_Reviews'[company_id]),
"CompanyName", LOOKUPVALUE('BI_Autotask_Companies'[company_name], 'BI_Autotask_Companies'[company_id], VALUE('BI_SmileBack_Reviews'[company_id])),
"RatingCount", CALCULATE(COUNTROWS('BI_SmileBack_Reviews')),
"PositiveCount", CALCULATE(COUNTROWS('BI_SmileBack_Reviews'), 'BI_SmileBack_Reviews'[rating] = 1),
"NegativeCount", CALCULATE(COUNTROWS('BI_SmileBack_Reviews'), 'BI_SmileBack_Reviews'[rating] = -1)
),
[RatingCount], DESC
)SmileBack is designed for speed and simplicity. After a ticket closes, the client sees three smiley faces: happy, neutral, unhappy. This takes less than two seconds to answer, which drives response rates far higher than a 5-point scale survey. The trade-off is less granularity per response, but the volume of data more than compensates. With 10,178 responses, you get a statistically reliable picture of satisfaction even with three options.
MSP industry benchmarks for SmileBack positive rates typically fall between 85% and 95%. A 92.2% positive rate places this dataset in the upper range. Top-performing MSPs that actively manage CSAT usually sit above 95%. Below 85% typically signals a systemic service issue that clients are noticing. The year-over-year improvement from 89.2% shows the right momentum.
Non-responses are not included in this dataset. The 10,178 figure represents only tickets where the client actively chose a rating. SmileBack response rates vary by MSP but typically range from 15% to 40% of closed tickets. Non-respondents are a blind spot: they may be satisfied (too busy to click) or dissatisfied (disengaged). If your response rate is below 20%, consider adjusting survey timing or follow-up reminders to improve coverage.
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