Client satisfaction
Our satisfaction score is a little embarrassing. It looks made up.
So here it is anyway, with the industry average next to it and what clients say underneath. Every closed ticket sends a one-question survey. This is what comes back.
Every closed ticket sends a one-question survey. Out of every thousand that come back...
Not a closed ticket. A happy client, who clicked the top box on the way out.
Any competent IT company fixes the printer. That gets you to about 950. Most stop there.
We are proud of the other 45. The vendor call nobody asked for. The technician who stayed on the line until you were actually working.
And when one is not right, a partner calls you personally and makes it right.
Why the last few points are the whole point
Any competent IT company fixes the printer. That is the first 95%, and the industry averages about there. The last few points are the hard part, and they are the part we are proudest of: the ticket that needed a vendor on the phone, the follow-up nobody asked for, the technician who stayed on the line until you were actually working.
That is not a support metric. That is what a partner does, ticket after ticket. And when a survey does come back unhappy, a partner picks up the phone, finds out what happened, and makes it right. It is the one number on this site we would ask you to judge us by.
How we measure it
When a ticket closes, the person who opened it gets one click to make: Poor, OK, Good or Great. The results are not curated and not sampled; every response counts, and the number on this page updates as they come in.
Five-year windows from the survey results printed in our client handouts.
A partner reads every response personally. It is the fastest way we know to find out whether the service is what we say it is, and it is why we are comfortable publishing a number most companies in our industry would not.
The scorecard
The numbers we share with every client.
Any IT company can say it is responsive. We keep the operational and quality numbers and put them in front of you at every review, so you are judging us on evidence rather than a proposal.
20 to 25 min
Average on a new ticket, against a two-hour commitment written into every plan.
99.5%
Of surveyed tickets rated positive, every closed ticket surveyed. 1,268 responses in 2026 so far.
On time, on budget
Every project is tracked against the date and the number we quoted. The tally is on the table at every review.
Audited
Tested restores logged with the date, security standards reviewed and audited, and the results shown to you, not filed.
The words that keep coming up
Counted from every comment on this page.
Thank you for all your help Jamie! We did end up having a funeral for the printer. Only two people attended.Kerri, Koko OrthodonticsFrom a ticket survey, 2026
In their words
What clients tell us
Verbatim from this year's ticket surveys. First names and companies used with permission; otherwise the industry. The faces are the technicians the comments are about.
The wall
Every one of these is a real ticket.
99.5% positive"Another emergency taken care of by Mike at Midwest IT. I love his thoroughness in everything he does. And he is following up to make sure all stays working properly as well. Grateful he is following up, as we all know Microsoft can't wait to do another update that breaks more programs."
Debbie, manufacturerMeet Mike Gold Star survey"Kristen is always fantastic. She knows exactly what to do, is efficient, and professional but caring."
Jody, law firmMeet Kristen Gold Star survey"I was happy to get a fast fix because I am in the middle of routing and needed my computer fixed fast. Thank you so much."
Kathy, Olson TransportationHow support works Gold Star survey"Thank you for all your help Jamie! We did end up having a funeral for the printer. Only two people attended."
Kerri, Koko OrthodonticsMeet Jamie Gold Star survey"Outstanding as always. Prompt, knowledgeable, and consistently exceeding expectations."
Senada, insurance brokerageHow support works Gold Star survey"Per usual your response time is quick, and the determination of the issue and response had us back up and running in a very reasonable amount of time."
Andrew, trucking companyHow support works Gold Star survey"You guys come through as always! Thank you so much!"
Diana, CISA InsuranceHow support works Gold Star survey"Awesome "Johnny on the Spot" service! You guys made a scary situation a lot easier to work through."
Debra, packaging companyHow support works Gold Star survey"As always, efficient, non-intrusive and complete!"
Kurt, concrete supplierHow support works Gold Star survey"Thanks for the hard work. I was kept informed with regular updates until the concern was resolved."
Jeff, insurance brokerageHow support works Gold Star survey"I could tell that the tech working on my computer tried multiple things until something worked. Love seeing that."
Alfredo, engineering firmHow support works Gold Star survey"Tyler was quick to respond. He took his time and resolved the issue. He was professional and didn't make me feel incompetent!"
Shawna, HR consulting firmMeet Tyler Gold Star survey"Mike and Jim got on it and took care of business. I appreciate the help."
Brian, injection moldingMeet Mike Gold Star survey"Mike is ALWAYS super helpful and quick to respond."
Julie, automotive parts manufacturerMeet Mike Gold Star survey"Quick response and handled our issue quickly as well."
Chris, Plastech EngineeringHow support works Gold Star survey"Thank you Jamie for sticking with me until you knew I was up and running! I appreciate you!"
Ruth, insurance brokerageMeet Jamie Gold Star survey"Jamie was great at response timeliness and diagnosing the problem I was having."
Susan, Form WealthMeet Jamie Gold Star survey"Mike Chastain is always great!"
Charlie, financial servicesMeet Mike Gold Star survey"Justin did a great job as always. We love Midwest IT."
Accounts team, manufacturerMeet Justin Gold Star survey"Tyler is great! It's always a positive experience working with him to get things resolved."
Cindy, electrical contractorMeet Tyler Gold Star survey"Thought it was something I was doing and turns out a reinstall was needed. Appreciate you getting to me before day's end!"
Sean, packaging companyHow support works Gold Star survey"Resolved it quickly without downtime. Thank you!"
Karen, door and hardware companyHow support works Gold Star survey"Got it done quickly, puts up with my nerd quips."
PS SupplyHow support works Gold Star survey"Draven was very helpful as always."
Lizzy, Interstate Insurance GroupMeet Draven Gold Star survey"Kristen is always great. Friendly, efficient and patient!"
Vicky, Reese InsuranceMeet Kristen Gold Star survey"Ryan is great. Fixed my issue quickly and explained it thoroughly."
Kelly, insurance agencyMeet Ryan Gold Star survey"Tyler was very helpful and knowledgeable. He was able to help me through text. Great job!"
Darlene, electrical contractorMeet Tyler Gold Star survey"Draven responded to my problem quickly and resolved it so I could finish my work. He is always competent and professional."
Chrissy, DelavanMeet Draven Gold Star survey"Tyler's response time was quick and he solved the problem easily."
Stephanie, Visit Lake GenevaMeet Tyler Gold Star survey"Quick and to the point. Even gave an explanation at the end, which is nice to know."
Alfredo, engineering firmHow support works Gold Star survey"Draven was extremely efficient in figuring out what the issue was with our printers here, and very patient walking us through the issues and helping us understand just what went wrong."
Debbie, manufacturerMeet Draven Gold Star survey"Thanks Mike for your patience and work to resolve the authenticator issue. Really appreciate you."
Lakeland ChurchMeet Mike Gold Star survey"Great service, the tech stuck with the error until it was resolved."
Kurt, concrete supplierHow support works Gold Star survey"Draven did an excellent job helping me troubleshoot my issue. He was helpful, responsive, and easy to talk to. I greatly appreciated his help!"
Kim, Form WealthMeet Draven Gold Star survey"Tyler is the BEST! He is very knowledgeable and VERY PATIENT! I appreciate him!"
Jeanne, Form WealthMeet Tyler Gold Star survey"Thank you for always taking care of us!"
Kerri, Koko OrthodonticsHow support worksWant to hear it from a client?
Ask us for a reference. We will put you in touch with someone in your industry who has been with us for years.