MSPs measure the performance of their white-label partners by tracking key performance indicators (KPIs), monitoring service quality, and assessing client satisfaction. These evaluations ensure that the white-label partner delivers consistent, high-quality services that align with the MSP’s brand standards and client expectations.
Key metrics for evaluating white-label partners performance
Service delivery metrics
- Response times: Measures how quickly the white-label partner responds to tickets and incidents.
- Resolution times: Tracks the time taken to resolve issues based on priority levels.
- SLA compliance: Evaluates adherence to agreed-upon service levels, such as uptime guarantees or ticket handling times.
Quality assurance
- Accuracy of resolutions: Ensures issues are resolved correctly without recurring problems.
- Escalation effectiveness: Monitors how well the partner escalates complex issues and manages them.
- Adherence to protocols: Verifies compliance with operational and security standards.
Client satisfaction
- Feedback and surveys: Collects feedback from end clients to assess their satisfaction with the partner’s services.
- Net Promoter Score (NPS): Measures client willingness to recommend the MSP’s services.
- Complaint analysis: Tracks and resolves complaints related to the white-label partner.
Communication and collaboration
- Transparency: Assesses the partner’s ability to provide regular updates and maintain open communication.
- Knowledge sharing: Monitors how effectively the partner collaborates on technical knowledge and processes.
- Proactive support: Evaluates the partner’s ability to identify and address potential issues before they escalate.
Operational efficiency
- Ticket handling volume: Tracks the number of tickets processed by the partner and their efficiency in resolving them.
- Resource utilization: Analyzes how effectively the partner allocates its resources to meet client needs.
- Scalability: Measures the partner’s ability to handle increased workloads or client demands.
Compliance and security
- Regulatory adherence: Ensures the partner complies with industry-specific regulations, such as GDPR or HIPAA.
- Incident management: Monitors how the partner handles security incidents or breaches.
- Audit readiness: Evaluates the partner’s preparedness for compliance audits.
Tools MSPs use to measure white-label partner performance
- Ticketing systems: Platforms like ConnectWise or Zendesk to track response and resolution metrics.
- Monitoring tools: Solutions like Datadog or SolarWinds for performance tracking and SLA compliance.
- Client surveys: Tools like SurveyMonkey or Qualtrics for gathering client feedback.
- Dashboards and reporting: Custom dashboards to visualize performance metrics and trends.
Regular performance reviews
MSPs conduct periodic performance reviews with white-label partners to:
- Discuss metrics and identify areas for improvement.
- Align goals and processes to ensure consistent service delivery.
- Address challenges and implement corrective actions as needed.
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I’m Bharath, a Microsoft 365 and Azure engineer, helping small businesses make the most of Microsoft tools. As a Microsoft certified engineer, I have experience migrating organizations to Microsoft solutions and offer guidance on cloud-based solutions to optimize business operations.
