Individual engineer satisfaction scores from SmileBack survey data, linked to Autotask PSA ticket assignments.
Individual engineer satisfaction scores from SmileBack survey data, linked to Autotask PSA ticket assignments.
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
Individual engineer satisfaction scores from SmileBack survey data, linked to Autotask PSA ticket assignments.
High-level satisfaction metrics across the full engineering team.
EVALUATE ROW("CSATAvg", [CSAT - Average Rating], "CSATLastYear", [CSAT - Average Rating - Last Year], "Ratings", [CSAT - Total Ratings])Per-engineer breakdown sorted by CSAT percentage. Only engineers with 10 or more survey responses are included.
| Note |
|---|
| Per-engineer CSAT unavailable - SmileBack ratings not linked to Autotask resources |
-- SmileBack CSAT not linked to Autotask resourcesOverall breakdown of positive, neutral, and negative responses across all engineers.
EVALUATE
SUMMARIZE(
'BI_SmileBack_Reviews',
'BI_SmileBack_Reviews'[rating],
"Count", COUNT('BI_SmileBack_Reviews'[rating])
)
ORDER BY 'BI_SmileBack_Reviews'[rating] DESCEngineers ranked by CSAT score. Minimum 20 survey responses required to appear in this ranking.
Only engineers with 20+ survey responses are included in the ranking.
How the team-wide CSAT score moved over the past 12 months.
Survey response volume for the top 10 most-rated engineers. Higher volume means more statistical confidence in the CSAT score.
Bar length represents response volume. Percentage at right shows CSAT score.
The team-wide CSAT score sits at 92.2% positive across 10,178 survey responses. That is a solid baseline, but the per-engineer breakdown reveals significant variation.
The top performers consistently score above 90% CSAT. These engineers resolve tickets in a way that leaves clients satisfied, and they do it at volume. On the other end, several engineers with meaningful response counts fall below 75%, pointing to specific coaching or process opportunities.
One thing to watch: engineers with fewer than 20 responses can show misleading scores. A single negative rating on 5 total responses drops the CSAT to 80%, which looks worse than it is. The volume column in the scorecard helps you separate real patterns from noise.
The monthly trend shows moderate fluctuation, which is normal for most MSPs. Months with lower response counts tend to show more volatility.
Identify the specific ticket types or client accounts driving low scores. Review ticket notes for patterns: slow response, miscommunication, or incomplete resolution.
Engineers with fewer than 20 responses need a larger sample before you draw conclusions. Monitor them for another month before flagging performance issues.
Use the top 5 list in team meetings or reviews. Positive reinforcement keeps high-performing engineers engaged and sets expectations for the rest of the team.
There are 7,688 rated tickets with no primary resource assigned. Fix the assignment process so these ratings reach the right engineer.
Consider setting tier-based targets: 90%+ for senior engineers, 80%+ for mid-level, 75%+ for junior staff. Track progress quarterly.
SmileBack uses a three-point scale: positive (happy), neutral, and negative (unhappy). The CSAT percentage is the number of positive responses divided by the total number of responses, multiplied by 100.
Engineers with fewer than 10 survey responses are excluded to prevent misleading scores. A small sample size can make the CSAT look artificially high or low.
The primary resource is the engineer assigned to the ticket in Autotask PSA at the time it was completed. If a ticket was reassigned, the CSAT rating goes to whoever was the primary resource at completion.
Yes. Proxuma Power BI supports cross-filtering: you can slice engineer CSAT by client, ticket type, priority, or time period. The CSAT per Client report covers the client-side view.
SmileBack and Autotask data syncs to Power BI on a scheduled refresh. Most MSPs run daily or twice-daily refreshes, so this report reflects data from the last refresh cycle.
Connect Proxuma Power BI to your PSA, RMM, and M365 environment, use an MCP-compatible AI to ask questions, and generate custom reports - in minutes, not days.
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