Case Study: Proper Sky achieves better feedback and more 5-star reviews with Simplesat

How Proper Sky Ditched Their In-House Survey Tool for Better Response Rates and Game-Changing Feedback

Proper Sky, a Managed IT Services provider in the Philadelphia Metropolitan Area, was using a custom-built system to send CSAT surveys after closing tickets in ConnectWise, but the setup was ugly, hard to manage, and limited in the quality of feedback it produced. After trying SurveyMonkey for NPS, they realized they needed a better customer feedback solution with stronger integrations and more actionable insights, and turned to Simplesat.

Simplesat provided closed-ticket ConnectWise CSAT surveys, NPS email surveys synced with ConnectWise contacts, and a BrightGauge integration, allowing Proper Sky to automate feedback collection and eliminate manual CSV uploads. The company saw improved response rates, more critical and useful feedback, a switch from a perfect but unhelpful 100% CSAT score to a more actionable 4-scale survey result, and an increase in 5-star Google reviews that helped them cancel their Grade.us account.

Proper Sky

Jim Smith

Founder & Chief Executive Officer