This report crosses SmileBack CSAT ratings (survey responses across managed service tickets) with Datto Backup job telemetry (success rates per client) to determine whether clients experiencing backup failures also report lower satisfaction scores. Two data sources, one question: is backup reliability a hidden driver of client unhappiness?
This report crosses SmileBack CSAT ratings (survey responses across managed service tickets) with Datto Backup job telemetry (success rates per client) to determine whether clients experiencing backup failures also report lower satisfaction scores. Two data sources, one question: is backup reliability a hidden driver of client unhappiness?
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: NOC teams, service managers, and MSP owners monitoring backup compliance
How often: Daily for operations, weekly for management review, monthly for client reporting
This report crosses SmileBack CSAT ratings (survey responses across managed service tickets) with Datto Backup job telemetry (success rates per client) to determine whether clients experiencing backup failures also report lower satisfaction scores. Two data sources, one question: is backup reliability a hidden driver of client unhappiness?
| Client | CSAT Avg | Backup Rate | Failed Jobs (30d) | Status |
|---|---|---|---|---|
| Client A | 4.9 | 99.2% | 3 | Healthy |
| Client B | 4.8 | 97.6% | 8 | Healthy |
| Client C | 4.7 | 95.1% | 14 | Healthy |
| Client D | 3.8 | 84.3% | 47 | At Risk |
| Client E | 3.5 | 72.8% | 89 | Critical |
| Client F | 3.1 | 68.4% | 112 | Critical |
| Client G | 2.9 | 61.2% | 134 | Critical |
| Client H | 4.6 | 74.5% | 76 | Mixed |
The pattern is visible across the board. The three lowest-rated clients (E, F, G) all have backup success rates below 73%. That is not a coincidence. The top three clients (A, B, C) all sit above 95% backup success. Client H is the interesting exception: high CSAT (4.6) despite poor backups (74.5%), suggesting their service experience is strong enough to offset infrastructure issues.
EVALUATE
SUMMARIZECOLUMNS(
BI_Autotask_Companies[company_name],
"CSAT_Avg", AVERAGEX(
RELATEDTABLE(BI_SmileBack_Ratings),
BI_SmileBack_Ratings[rating]
),
"Backup_Success_Rate", DIVIDE(
COUNTROWS(FILTER(BI_Datto_Backup_Jobs, BI_Datto_Backup_Jobs[status] = "success")),
COUNTROWS(BI_Datto_Backup_Jobs)
),
"Failed_Jobs_30d", COUNTROWS(
FILTER(BI_Datto_Backup_Jobs,
BI_Datto_Backup_Jobs[status] <> "success"
&& BI_Datto_Backup_Jobs[job_date] >= TODAY() - 30
)
)
)
ORDER BY [CSAT_Avg] DESCThe correlation is clear. Clients with backup success above 95% average a CSAT of 4.7, while those below 70% average just 3.0. That is a 1.7-point gap on a 5-point scale. The drop is not linear - the sharpest decline happens between the 85-95% and the 70-85% brackets, where CSAT falls by half a point.
EVALUATE
SUMMARIZECOLUMNS(
'BI_Backup_SaasProtection_Backup_History_Items'[status],
"Count", COUNTROWS('BI_Backup_SaasProtection_Backup_History_Items')
)| Day | Total Jobs | Failed Jobs | Failure Rate | Avg CSAT (same week) |
|---|---|---|---|---|
| Monday | 1,247 | 89 | 7.1% | 4.2 |
| Tuesday | 1,312 | 62 | 4.7% | 4.4 |
| Wednesday | 1,289 | 58 | 4.5% | 4.5 |
| Thursday | 1,278 | 67 | 5.2% | 4.3 |
| Friday | 1,301 | 103 | 7.9% | 4.0 |
| Saturday | 986 | 121 | 12.3% | 3.8 |
| Sunday | 943 | 98 | 10.4% | 3.9 |
Weekend backups fail at nearly double the weekday rate. Saturday peaks at 12.3% failure rate compared to Wednesday's 4.5%. The CSAT scores for weeks containing weekend failures also trend lower, dropping from 4.5 mid-week to 3.8 on Saturday. Clients notice when Monday starts with a failed backup notification.
| Client | CSAT Avg | Backup Rate | Survey Count | Failed Jobs (30d) | Priority |
|---|---|---|---|---|---|
| Client G | 2.9 | 61.2% | 23 | 134 | Urgent |
| Client F | 3.1 | 68.4% | 18 | 112 | Urgent |
| Client E | 3.5 | 72.8% | 31 | 89 | Urgent |
| Client D | 3.8 | 84.3% | 14 | 47 | High |
Four clients sit in the danger zone. Client G is the worst case: a 2.9 CSAT paired with a 61.2% backup success rate and 134 failed jobs in the past 30 days. This client is both unhappy and unprotected. Client E has the most survey responses (31), making its 3.5 rating statistically reliable - this is not a sampling fluke.
The overall 91.4% backup success rate looks acceptable until you break it down. 8 clients fall below the 85% threshold, and those same 8 clients account for 67% of all negative CSAT responses. The average hides the tail risk.
EVALUATE ROW(
"Overall_Backup_Rate", DIVIDE(
COUNTROWS(FILTER(BI_Datto_Backup_Jobs, BI_Datto_Backup_Jobs[status] = "success")),
COUNTROWS(BI_Datto_Backup_Jobs)
),
"Avg_CSAT", AVERAGE(BI_SmileBack_Ratings[rating]),
"Clients_Below_85pct", COUNTROWS(
FILTER(
SUMMARIZE(BI_Autotask_Companies, BI_Autotask_Companies[company_name],
"Rate", [Avg Success Rate]
),
[Rate] < 0.85
)
)
)Three clients with backup success rates under 70% have an average CSAT of just 3.0 out of 5.0. These are Client E, F, and G, collectively generating 335 failed backup jobs in 30 days. Backup instability and low satisfaction move together in this data.
Saturday and Sunday backup failure rates hit 12.3% and 10.4% respectively, compared to a mid-week average of 4.8%. Weeks with weekend failures correlate with CSAT scores 0.5 points lower than weeks without. Unattended weekend jobs need closer monitoring.
The 18 clients with backup success above 95% carry an average CSAT of 4.7. No client in this group scores below 4.2. Backup reliability alone does not guarantee satisfaction, but it removes a common source of friction from the client relationship.
1. Prioritize backup remediation for Client G, F, and E. These three accounts sit in the bottom-left quadrant on both dimensions. Start with Client G (2.9 CSAT, 61.2% backup) - this is the single most at-risk account for churn. Investigate root causes: storage capacity, agent health, network reliability during backup windows.
2. Implement weekend backup monitoring. The data shows a clear failure spike on Saturday and Sunday. Set up an automated alert for any backup job that fails on Friday night through Sunday. A 15-minute check on Monday morning that catches weekend failures before the client sees them will prevent satisfaction drops.
3. Add backup health as a standing QBR metric alongside CSAT. Most QBR decks show CSAT scores without backup context. Adding a "backup reliability" column next to the CSAT number gives account managers early warning. If backup health drops below 90%, flag it for review before the next satisfaction survey goes out.
This report shows correlation, not causation. Clients with poor backup health tend to have lower satisfaction, but other factors (response time, communication quality, ticket resolution speed) also influence CSAT. Backup failure is one contributing factor in a broader service experience.
Weekend backups typically run unattended and often coincide with system maintenance windows, power management schedules, and VPN disconnects. Devices that are powered off or offline during scheduled backup windows generate failures. Without staff present to retry or troubleshoot, these failures persist until Monday.
This report filters to clients with at least 5 survey responses to avoid single-response outliers. For high confidence, 15+ responses is preferred. Clients with fewer than 5 responses are excluded from the correlation analysis but still appear in the backup-only metrics.
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