Case Study: Oxford Mac Solutions improves real-time customer feedback with Customer Thermometer

How our tech support survey helps this MSP keep its customers

Oxford Mac Solutions, a UK-based managed services provider (MSP), had been relying on ConnectWise’s native feedback system to measure customer satisfaction, but response rates were very low and the results were hard to analyze. As a result, the team often only discovered unhappy customers late in the relationship, sometimes after they had started looking elsewhere.

Customer Thermometer provided an automated closed-ticket survey that triggered immediately when a ticket was closed, making feedback collection effortless and highly visible in real time. Oxford Mac Solutions says Customer Thermometer has been invaluable: it helped them spot and resolve issues immediately, improve engineer performance through better oversight, and act fast on red-light responses to prevent customer churn.

Oxford Mac Solutions

Khalid Mehmood

Chief Executive Officer