Case Study: New CMI (CMI) achieves helpdesk excellence and higher client retention with Customer Thermometer

CMI setting the bar for MSP helpdesk support

NewCMI, a fast-growing UK MSP with 100+ employees and 400+ clients, needed a better way to capture timely, high-response customer feedback instead of relying on infrequent, low-response surveys. To address this challenge they turned to Customer Thermometer’s 1‑click email survey solution (discovered via an acquired MSP), seeking a modern interface and stronger reporting that could capture feedback at the point of service.

Customer Thermometer was rolled out company-wide and integrated into Autotask with Teams and Slack plug-ins, webhooks and API, embedding surveys into 5,000+ tickets per month and feeding NewCMI’s CSAT and staff-incentive programs. The tool drives immediate manager alerts for gold/red ratings, funds a quarterly staff pot typically exceeding £2,000, enables real-time corrective action to protect contracts, and has helped boost client retention and service visibility—contributions NewCMI credits alongside winning MSP of the Year.

NewCMI

Michael O’Neill

Managed Services Director