IT and managed services
Ticket closed is not the same as customer happy
Your customers write one comment when a ticket closes or a project ships. Active Insight reads it, scores response time, communication, resolution quality, and anything else you configure, and asks a short follow-up when the feedback is vague. No forms with twelve mandatory fields.
Why it fits
CSAT that explains itself
A thumbs-down on a closing survey starts an argument about what went wrong. Active Insight ends it: the response time, the communication, the fix itself, and the handover are scored separately, only from what the customer actually said. Conduct or service failures are flagged to the service desk manager the same day.
For MSPs
Every client, the same yardstick
Every contract runs the same survey flow, so scores mean the same thing across clients, queues, and teams. Pair it with Service Monitor dashboards and monthly AI reports for account-level trends, while each team gets its own same-day fix list.
See it running on your service desk’s topics
Book 15 minutes and we will show you the survey flow with IT service topics, or start with a free audit of your public reviews.
