Analysis and reporting on high value, low csat - at-risk premium clients for managed service providers.
Analysis and reporting on high value, low csat - at-risk premium clients for managed service providers.
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
Analysis and reporting on high value, low csat - at-risk premium clients for managed service providers.
EVALUATE ROW("TotalRevenue", SUM('BI_Autotask_Charges'[billable_amount]), "CSATAvg", [CSAT - Average Rating], "CSATLastYear", [CSAT - Average Rating - Last Year], "TotalRatings", [CSAT - Total Ratings])Breakdown of at-risk premium clients across managed clients.
| Client | At-Risk Revenue | At-Risk Clients | Avg CSAT (at-risk) | Avg Deal Size | Status |
|---|---|---|---|---|---|
| Apex IT Solutions | $42,180 | 6 | 78.4% | $7,030 | Good |
| Summit Networks | $34,587 | 4 | 64.3% | $5,764 | Good |
| Pinnacle Tech | $28,260 | 4 | 52.5% | $4,710 | Warning |
| Horizon MSP | $22,777 | 3 | 42.3% | $3,796 | Warning |
| Redstone IT | $17,293 | 2 | 32.1% | $2,882 | Critical |
| Cobalt Systems | $13,919 | 1 | 25.9% | $2,319 | Good |
Apex IT Solutions commands the highest average deal size, reflecting successful bundling of security and compliance services. Cobalt Systems primarily sells basic monitoring packages. There is an opportunity to introduce tiered service offerings to the smaller accounts.
EVALUATE
SUMMARIZECOLUMNS(
BI_HubSpot_Deals[company_name],
"At-Risk Revenue", AVERAGE(BI_HubSpot_Deals[value]),
"At-Risk Clients", CALCULATE(AVERAGE(BI_HubSpot_Deals[value]), BI_HubSpot_Deals[status] = "Active")
)
ORDER BY [At-Risk Revenue] DESCHow high value, low csat: at-risk premium clients has evolved over the past three quarters.
| Quarter | Avg Deal Size | Deals Closed | Total Revenue | Change |
|---|---|---|---|---|
| Q3 2025 | $42,100 | 28 | $1.18M | Baseline |
| Q4 2025 | $48,300 | 32 | $1.55M | +14.7% |
| Q1 2026 | $52,800 | 35 | $1.85M | +9.3% |
The portfolio shows consistent improvement over three quarters, moving from $42,100 in Q3 2025 to $52,800 in Q1 2026. This upward trend reflects targeted optimization efforts. Maintain the current improvement cadence and extend attention to newly onboarded clients to sustain the trajectory.
EVALUATE
SUMMARIZECOLUMNS(
BI_HubSpot_Deals[snapshot_month],
"At-Risk Revenue", AVERAGE(BI_HubSpot_Deals[value]),
"Rate", DIVIDE(AVERAGE(BI_HubSpot_Deals[value]), AVERAGE(BI_HubSpot_Deals[target]))
)
ORDER BY BI_HubSpot_Deals[snapshot_month] ASCHow the two metrics relate across your client base.
| Client | Metric A | Metric B | Correlation | Expected | Deviation |
|---|---|---|---|---|---|
| Apex IT Solutions | 4.82 | 94.2% | Both high | +2.1% | |
| Cobalt Systems | 3.34 | 91.8% | CSAT should be higher | -8.4% | |
| Horizon MSP | 4.12 | 78.4% | SLA should be higher | -12.6% | |
| Vanguard Tech | 2.86 | 68.2% | Both critical | -24.1% | |
| Pinnacle Tech | 3.92 | 88.6% | Both moderate | -1.2% | |
| Redstone IT | 4.48 | 96.4% | Both strong | +4.8% | |
| CloudGuard MSP | 4.24 | 92.1% | Both good | +1.4% | |
| Summit Networks | 3.68 | 82.4% | Both below target | -6.2% |
Six of eight clients show aligned metrics where both indicators move in the same direction. Two clients are misaligned: Cobalt Systems has acceptable SLA compliance (91.8%) but poor CSAT (3.34), suggesting technical delivery is fine but communication or responsiveness is lacking. Horizon MSP has the opposite pattern with good CSAT (4.12) but poor SLA (78.4%), meaning clients are satisfied despite missed targets.
Clients where metric combinations are statistically unusual.
| Client | Primary Metric | Secondary Metric | Z-Score | Anomaly Type | Action |
|---|---|---|---|---|---|
| Vanguard Tech | 2.86 | 68.2% | -2.4 | Escalation meeting | |
| Horizon MSP | 4.12 | 78.4% | 1.8 | Investigate SLA root cause | |
| Cobalt Systems | 3.34 | 91.8% | -1.6 | Review communication process | |
| Apex IT Solutions | 4.82 | 94.2% | 1.2 | Reference client candidate |
Vanguard Tech is a statistical outlier scoring more than 2 standard deviations below the mean on both metrics. This is not a random bad quarter; it indicates a systemic service delivery problem. The two split-signal clients (Horizon MSP and Cobalt Systems) represent different types of service gaps that require different interventions.
How both metrics have moved together over 6 months.
| Month | Avg Metric A | Avg Metric B | Correlation | Gap | Direction |
|---|---|---|---|---|---|
| Nov 2025 | 3.98 | 89.4% | 0.72 | -1.2% | |
| Dec 2025 | 3.94 | 88.8% | 0.68 | -2.1% | |
| Jan 2026 | 3.86 | 87.2% | 0.74 | -3.4% | |
| Feb 2026 | 3.82 | 86.4% | 0.71 | -4.2% | |
| Mar 2026 | 3.78 | 85.8% | 0.69 | -4.8% | |
| Apr 2026 | 3.76 | 85.2% | 0.67 | -5.2% |
Both metrics have declined in parallel over six months, but Metric B (operational) is declining faster than Metric A (satisfaction). The gap has widened from -1.2% to -5.2%. The correlation coefficient has weakened from 0.72 to 0.67, suggesting that satisfaction is becoming increasingly disconnected from operational performance.
The gap between top and bottom performers is wider than expected. The bottom 20% scores more than 25 percentage points below the portfolio average, indicating structural issues that require targeted intervention.
Entities in the moderate risk category show a declining trend over the past quarter. Without intervention, 3-4 of these entities may shift to the high-risk category within 60 days.
The top 30% of the portfolio maintains stable performance above target, indicating current best practices are effective and can serve as a model for the rest.
1. Conduct a targeted review of all high-risk entities within 2 weeks. Document the root cause for each entity and create a remediation plan with clear deadlines and accountable owners.
2. Implement automated monitoring for the moderate-risk group. Set thresholds that trigger an alert when performance drops 5 percentage points below target, enabling early intervention before entities slip into high risk.
3. Schedule this report monthly as part of the QBR process. Use the trend data to verify that improvement initiatives are delivering measurable results across multiple quarters.
Service scope, client size, contract term length, and bundled offerings all affect deal size. Multi-year contracts with bundled security services command the highest values.
Segment by client industry, company size, deal source (referral vs. cold), and service type. Each segment has different benchmarks and growth potential.
Aim for 8-15% year-over-year growth in average deal size. This indicates successful upselling and market positioning improvement.
Bundle services into tiered packages, add security and compliance offerings, and focus on value-based pricing tied to business outcomes rather than per-device costs.
The combined risk score weighs three factors: satisfaction risk (CSAT score and trend), operational risk (SLA compliance and metric performance), and trend risk (direction over 6 months). Each factor scores 0-3, and the combined score normalizes to a 0-10 scale.
Monthly is sufficient for most MSPs. The value of cross-source analysis is in identifying patterns that develop over time, not in catching daily fluctuations. Run it monthly and review trends quarterly in leadership meetings.
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