Why Logicalis’ Lisa Fortey sees feedback as a sign that customers care

The MSP sends out an annual voice of the customer survey to continue to aid in the improvement of its internal operations.

For Lisa Fortey, general manager at Logicalis Australia, she doesn’t see feedback in a negative light, she sees it as her customers caring deeply about the brand.

Each year, Logicalis Australia sends out their voice of the customer survey, where anyone who has transacted with the solution provider over the past 12 months can fill out a survey.

This survey uses the responses to formulate the company’s NPS.

Fortey told CRN Australia that she reads the surveys with a certain perspective.

“Customers who have invested their own time in providing feedback, that has to be at the forefront of your mind as you're reviewing it,” she said.

“They've [filled in the survey] because they care, they've done it because they want to continue working with you.”

In the survey, one detractor caught her attention.

“There was one particular detractor who scored us very low. And we have made sure that, as now the leader of the business, it's not just about coming in and making all these promises, putting the band-aid fix on, and then going away,” she said.

“For me, it's just about that consistency. When we show up and we're consistently providing good customer service, we will have better outcomes as a result of that.”

After putting in effort for that particular customer, Logicalis Australia’s score went from a two to a nine in their most recent survey.

“We've had them involved in our CIO Summit, sitting as a customer on our panel, they're part of our focus groups and, we've just done a massive, big project for them as part of their new office relocation,” she said.

Fortey added, “When you put the effort in, there is consistency and focus, you as a business reap the rewards.”

In the recent 2025 survey, Logicalis Australia’s NPS rose from 49 to 64, which according to Fortey is above the 55 benchmark for an IT MSP.

Fortey added that the customer who was a detractor, ended up becoming a promotor because they were invested in the partnership.

“If you take that approach, when you're looking at the feedback, that's a strong message and you have an opportunity to improve.

“A lot of times, customers just leave because they don't feel confident enough to provide the feedback. That's worse than having the opportunity to get feedback and do something about it.”

Taking advice

Logicalis Australia has a consistent feedback loop from their customers, and one suggestion has changed the way they work with their customers.

One customer noted that the MSP was disconnected from the customer at the leadership level, so Logicalis Australia introduced an initiative where C-suite customers come in and present to them.

"Bringing these customers in to present to us has been a bit of a game changer,” Fortey noted.

"It's one hour of their time. They present for 45 minutes, and then there's Q and A. The agenda is really simple.

The C-level exec explains the organisation, opportunities and challenges in the industry and what they would want Logicalis to start, stop and continue.

The MSP has not also made major changes in the business but taken away some learnings.

“We've been able to implement different pricing structures that customers have provided us on how we structure our pricing models,” Fortey explained.

“We've been able to look at new markets and segments that we could potentially go after, because we've got alignment with one or two customers, and they share with us opportunities in that sector.

“That's probably been a great opportunity that we've had with our senior leaders and our customers.”

Consistency

Fortey said the biggest indicator of progress isn’t just the score, it is the consistency of feedback.

“It's very heartwarming when customers are telling us clearly that they trust our expertise, that they feel supported, and they see Logicalis as a partner for the long term,” she explained.

"That doesn't come without disciplined execution, constantly being responsive, and having a real customer first mindset. We're only just getting started, but I'm excited about the future.”