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🔖 How to Align Survey Tags with Your Customer Bill of Rights (For MSPs)

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Thaís Abella
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Summary

 

Introduction

For Managed Service Providers (MSPs), the quality of your support is just as important as the speed of it. That’s why having a Customer Bill of Rights, setting a clear set of promises to your client, can be so powerful.

Even better? You can track how well you’re delivering on those promises using CSAT survey tags.

 

What Is a Customer Bill of Rights?

A Customer Bill of Rights is a short list of non-negotiable service principles. It is your promise to leads and customers about how they’ll be treated and supported. These aren’t just ideals. They’re rooted in real MSP pain points, like delayed response, cherry-picking of tickets, or feedback being ignored.

 

🔎 Real-World Examples for MSPs

Here are some service rights your clients or leads should expect—and that you can promise up front:

  • You have the right to a timely response
    → We won’t cherry-pick your ticket or leave it sitting unattended.
  • You have the right to consistent resolution
    → Your issue won’t bounce from tech to tech without action or ownership.
  • You have the right to be listened to
    → Your context matters. We take time to understand your need, not just fix the symptoms.
  • You have the right to clarity
    → You won’t get flooded with technical terms or no explanation at all. We’ll explain in clear, plain language.
  • You have the right to safe handling of your data
    → Security is baked into every step of our process.
  • You have the right to see your feedback matter
    → Your comments help shape our service. We don’t just collect feedback—we act on it.

 

🎯 Why Align Tags to Your Promises?

Survey tags are short labels customers click when they respond to a CSAT survey. When aligned with your Bill of Rights, they help:

  • Reveal what clients value most
  • Show where your team is delivering on promises
  • Highlight areas to improve
  • Make reporting and coaching easier 

 

🏷️ 6 Simple, Powerful Tags for MSPs

Each of these tags directly reflects a service value your MSP promises in your Customer Bill of Rights—turning feedback into a way to track and uphold those rights.

Tag Represents Tied to This Right
🤝 Respect We were polite, professional, and helpful “You have the right to be treated with professionalism and care.”
⏱️ Response Time We replied quickly and kept things moving “You have the right to a timely response.” (No cherry-picking; no delays.)
🎓 Knowledge We knew how to solve the issue “You have the right to consistent resolution.” (No bouncing between techs.)
💬 Communication We explained things clearly “You have the right to clarity.” (Clear updates and communication)
⌛ Resolution Time We resolved your issue quickly, according to your needs “You have the right to effective support without unnecessary waiting.”
🎯 Accuracy We fixed it, no back-and-forth “You have the right to get things done right—the first time.”

✅ Tip: Use only 5–6 tags per survey to keep things simple and avoid overwhelming your customers.

 

📊 What to Look for in Reports

  • Are certain tags chosen more often with 5-star scores?
  • Are low-scoring surveys missing tags like “Respect” or “Communication”?
  • Can you connect top-performing employees to specific value tags?

Use this data in monthly meetings, team huddles, or performance reviews to reinforce what great service looks like.

 

💡 Final Tip: Use Tags to Reinforce Culture

When your survey tags reflect your Customer Bill of Rights, they become part of your company culture. Not just a tool for feedback, but a tool for growth, accountability, and alignment. 

 

📚 Resources

 

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