A new research report examines how HR leaders feel about their experience with MSP across different areas in the last few years.
By Larry Basinait
HRO Today’s research team gathers feedback from senior HR leaders through customer satisfaction surveys for each of its Baker’s Dozen Customer Satisfaction Ratings™. For MSP, a survey link was distributed to nearly 42 providers and HRO Today’s own list of MSP users. The Baker’s Dozen questionnaire has 30 questions. It measures providers in three dimensions: breadth of services, size of deal, and quality of service. Companies need a minimum of 10 surveys from seven companies to qualify for the enterprise list. The ranking is completely based on customer feedback and quantitative rankings.
Looking at data from the last five years (2021 to 2025), the following trends are a notable result from the feedback.
Service Utilization
In 2025, the average number of reported services used is 7.3. The range has varied between an average of 6.6 and 9.6 for the last five years. The most used services since 2020 have varied in order, though management of the contingent labor talent pool; enterprise-wide contingent workforce reporting and analytics; and supplier compliance and performance management have all been in the top four since 2021.
MSP Program Size
Overall, the size of MSP programs has fallen since 2021. In 2025, 81% of programs are covering fewer than 2,000 workers, up from 70% in 2021. However, in 2025, 6% of programs covered more than 100,000, the highest it has been in five years.
Relationship Type
The proportion of multi-year contracts has fallen since 2021. In 2025, 77% of services are on a contract basis for a multi-year contract, down from 89% in 2021 and 2022.
Contract Renegotiation
Contract renegotiation in 2025 increased to 78% from 71% in 2024. An increase in the scope of services during negotiation held steady at 54% in 2025, about where it has been the last three years. In 2021, expansion of contracts was lower than in subsequent years, at 49%.
Client Satisfaction
In 2025, 84% report they trust their provider, down from 91% in 2024. Overall, trust is the lowest it has been in five years. In 2025, 85% strongly agreed that their provider responds well to criticism and makes changes to improve problem areas, down from 91% in 2024. Agreement in this area is the lowest it has been since 2021. In 2025, 93% agreed that overall, they are very satisfied with their provider. Agreement in this area has been very consistent since 2021.
Analytics Reporting
In 2025, 91% indicated that reporting and analytics that meet their needs are delivered by their provider.
