Case Study: The 20 achieves rapid, actionable CSAT insights to drive MSP growth with Customer Thermometer

How The 20 uses Customer Thermometer to help MSPs reach their ultimate growth potential

The 20, a business development organisation that helps MSPs scale into the top 20% of the market, needed a way to build customer satisfaction metrics into its Kaseya BMS help desk workflow and get fast, actionable feedback across 4,000+ monthly tickets. Kaseya recommended Customer Thermometer, which The 20 adopted to embed quick CSAT surveys directly into ticket‑closure emails.

Customer Thermometer delivers real‑time one‑click feedback and an aggregated management dashboard that’s faster than extracting Kaseya reports, letting The 20 and its MSPs track trends and drill down to individual performance. The solution drives measurable results — roughly 99% of responses rate excellent or good, any poor score triggers customer contact within an hour, and a small 30‑second change in technician workflow improved issue capture. The 20 describes Customer Thermometer as a partner for its easy Kaseya integration and ongoing data‑visualisation improvements.

The 20

Jonathan Blakey

Chief Information Officer