Executive Summary
Data-driven benchmarks for MSP performance evaluation
This comprehensive benchmarking study analyses performance metrics across 147 managed service providers serving Australian mid-market organisations. Our research reveals that organisations with formal MSP performance monitoring experience 67% higher satisfaction[3] and significantly reduced downtime.
However, the data shows concerning gaps: only 54% of MSPs consistently meet industry response time standards[2], and only 61% maintain current security certifications[5] despite universal claims of "enterprise-grade security."
Critical Performance Benchmarks
Incident Response Times
Industry-standard response and resolution benchmarks
Priority 1 - Critical
Priority 2 - High
First Call Resolution (FCR)
Percentage of issues resolved on initial contact
Top Performers
72-85%
Exceptional service delivery
Average Performers
45-58%
Room for improvement
Below Standard
<45%
Requires intervention
Security & Compliance Metrics
Verification beyond marketing claims
Current Security Certifications (ISO 27001, SOC 2)
61%Despite 94% claiming "enterprise-grade security," only 61% maintain current third-party certifications
Regular Penetration Testing (Annual Minimum)
48%Less than half conduct annual penetration testing of their own infrastructure
Documented Incident Response Plan
73%Majority have documented plans, but only 42% test them annually
Technology Stack Currency
Systems within vendor support windows
Proactive patch management and lifecycle planning
Reactive approach creates security and compliance risks
Implementing Performance Monitoring
Essential Monthly Metrics to Track
- Average response time by priority level
- First call resolution rate
- Ticket backlog and aging
- System uptime percentage
- Security patch compliance rate
- Systems outside vendor support
- Recurring incident patterns
- Project delivery vs. timeline
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Data Sources & Methodology
[1] Australian MSP Industry Analysis 2024: The Australian managed services market reached $8.2 billion in 2024, with mid-market organisations (50-500 employees) representing 42% of total spending.
[2] MSP Response Time Standards: Industry benchmark for Priority 1 incidents: <15 minutes response, <4 hours resolution. Priority 2: <1 hour response, <24 hours resolution. Only 54% of Australian MSPs consistently meet these standards.
[3] MSP Customer Satisfaction Study: Organisations with formal MSP performance monitoring report 67% higher satisfaction rates and 34% lower unplanned downtime compared to those without structured oversight.
[4] First Call Resolution Analysis: Top-performing MSPs achieve 72-85% first call resolution rates for common incidents, while average performers achieve 45-58%.
[5] MSP Security Compliance Research: Only 61% of MSPs maintain current security certifications (ISO 27001, SOC 2) and regular third-party security audits, despite 94% claiming "enterprise-grade security."
[6] Technology Stack Currency Analysis: High-performing MSPs maintain 85%+ of client systems within current vendor support windows, compared to 62% for average performers.