The road to MSP maturity is not fixed - both the path and the timing may look different for every MSP, regardless of how long you’ve been in business.
In general, as an MSP you'll find yourself in one of four stages:
Reactive —> Stable —> Proactive —> Scalable
You may be lingering between two stages, not quite sure if you’ve stepped into the next stage or what you can do to get there. Our MSP Maturity Self-Assessment will give you a clearer understanding of your operational standing, with actionable tips to push you further along.
Reflect on these statements and mark how strongly you disagree or agree with each one.
Strongly Disagree - 1
Disagree - 2
Neutral - 3
Agree - 4
Strongly Agree - 5
Process & Operations
| Statement | Strongly Disagree | Disagree | Neutral | Agree | Strongly Agree | Points |
|---|---|---|---|---|---|---|
| We have standardized our processes for onboarding and offboarding clients. | ||||||
| Our team regularly tracks performance and consistently hits target SLAs. | ||||||
| We document procedures and technical fixes for repeatable tasks. | ||||||
| We regularly audit, iterate on, and optimize our workflows. | ||||||
| We proactively identify inefficiencies and bottlenecks and work to improve them. | ||||||
| TOTAL POINTS |
Technology & Automation
| Statement | Strongly Disagree | Disagree | Neutral | Agree | Strongly Agree | Points |
|---|---|---|---|---|---|---|
| Our PSA and RMM are fully implemented and utilized on a daily basis. | ||||||
| We automate repetitive tasks such as patching, ticket routing, and reporting. | ||||||
| Our tool stack is seamlessly integrated to support cross-functional visibility. | ||||||
| We evaluate and modernize our tech stack to meet our needs and reduce inefficiencies. | ||||||
| We track and measure tool utilization to identify optimization opportunities. | ||||||
| TOTAL POINTS |
Client Satisfaction & Retention
| Statement | Strongly Disagree | Disagree | Neutral | Agree | Strongly Agree | Points |
|---|---|---|---|---|---|---|
| We prioritize our relationship with our clients and hold regular QBRs to demonstrate our value. | ||||||
| We track CSAT and NPS scores to understand how our clients feel about their experience with us. | ||||||
| Our support response and resolution times consistently meet our benchmarks. | ||||||
| We consistently and proactively communicate with our clients outside of support tickets. | ||||||
| We have a sales and marketing strategy that allows us to personalize and segment client communication based on their needs. | ||||||
| TOTAL POINTS |
Revenue & Growth
| Statement | Strongly Disagree | Disagree | Neutral | Agree | Strongly Agree | Points |
|---|---|---|---|---|---|---|
| We have clearly defined service tiers and pricing packages. | ||||||
| We have a sizeable, predictable, and steady stream of recurring revenue. | ||||||
| We actively track client churn, lifetime value, and profitability. | ||||||
| We regularly identify upsell opportunities tied to desired client outcomes. | ||||||
| In the past year, we’ve reviewed our pricing and implemented adjustments. | ||||||
| TOTAL POINTS |
Now, find your score:
- Total up each section and divide by 5 to find your section average (For example, if you have 23 points in the Process & Operations section, your average would be: 23 ÷ 5 = 4.6)
- Find your overall score by totaling your section averages and dividing by 4 (For example:
Process & Operations = 4.6
Technology & Automation = 3.2
Client Satisfaction & Retention = 3.8
Revenue & Growth = 2.6
Average (4.6 + 3.2 + 3.8 + 2.6) ÷ 4 = 3.55
As you’ll see below, an MSP with a score of 3.55 would fall into the Proactive stage.
Scoring & Maturity Level
| Average Score | Stage | Characteristics |
|---|---|---|
| 1.0-1.9 | Reactive | Break/fix, low structure, no repeatable processes, fighting fires |
| 2.0-2.9 | Stable | Some standardization, perhaps undocumented or inconsistent |
| 3.0-3.9 | Proactive | Strong systems, proactive service vs. living in tickets, operational efficiency |
| 4.0-5.0 | Scalable | Optimized processes, recurring revenue, expanded services and packages, scalable operations |
Focus on four key areas to reach MSP Maturity. Depending on where you are in your journey, create change today by considering these tips:
- Process & Operations
- Reactive: Choose one recurring issue and write a short SOP (standard operating procedure) for solving it. Documentation reduces chaos.
- Stable: Choose someone on your team to own documentation and the development of core processes, like onboarding. Clearly defined responsibilities increase efficiency.
- Proactive: Look at high-volume processes (like patching) and introduce automation. Automating manual tasks saves time and money.
- Scalable: Make sure new team members and new locations can easily implement processes - regularly perform audits across teams for consistency and to ensure SOPs are being followed
- Technology & Automation
- Reactive: Identify your core tools (like your PSA and RMM) and ensure all clients are being supported using the same tech stack.
- Stable: Are you paying for tools that perform duplicate functions? Consolidate to save time and money.
- Proactive: Invest in tools that integrate seamlessly with each other to improve workflows and reduce manual tasks.
- Scalable: Start a quarterly tech review to evaluate usage, cost efficiency, and gaps you may have.
- Client Satisfaction & Retention
- Reactive: Check in with your clients outside of ticket support - send a 2-question email to gauge their satisfaction.
- Stable: Commit to one QBR this quarter. Schedule it with a high-value client and use a simple template to showcase what you’ve delivered.
- Proactive: Personalize communication; proactively reach out to clients to celebrate milestones like anniversaries or big wins.
- Scalable: Create a client success playbook with repeatable and straightforward processes for onboarding, QBRs, and ongoing communication.
- Revenue & Growth
- Reactive: Review pricing; start with a long-standing client and assess whether your services are priced in a way that supports profitability.
- Stable: Track churn to understand when and why clients leave; spot patterns and vulnerabilities and start addressing them.
- Proactive: Create an upsell campaign by selecting a service - like MDM - and pitching it to 3 clients who are not currently using it.
- Scalable: Forecast growth by client segment; insight into the client sizes and industries that are most profitable can inform future sales strategies.