Case Study: Providence Consulting strengthens client relationships with Simplesat

Providence Consulting strengthens relationships through transparent feedback and communication

Providence Consulting, a Michigan-based managed service provider, wanted a better way to measure customer satisfaction and bring transparency to both internal teams and client relationships. Before working with Simplesat, they lacked a formal feedback process and often had little visibility into how customers felt about their service quality, especially when feedback wasn’t being shared across the organization.

Using Simplesat with Autotask, Providence implemented embedded CSAT surveys, quarterly NPS emails synced to Autotask contacts, and real-time website testimonials. The result was stronger internal communication, improved external transparency, and a community donation program tied to feedback submissions that helped boost engagement; Providence also achieved a 98.2% CSAT score and a 36.3% response rate.

Providence Consulting

Jeff Dettloff

President