i-FM: How Compass Group transformed their Business Reviews into a key pillar of customer retention

Jess Kelly
March 19, 2025

Jason-Bendell (1)

"Quarterly Business Reviews (QBRs) are not just a meeting in the calendar. They are a fundamental pillar of customer retention, the number one opportunity for suppliers to showcase their value, and a crucial platform for shaping future partnerships. Yet, as recent research commissioned by Clientshare has shown, too many suppliers are failing to capitalise on this moment, putting their most valuable customer relationships at risk.

At Compass Group, we have a structured approach to QBRs that ensures they serve their true purpose of fostering collaboration, driving innovation, and strengthening long-term partnerships. We focus 20% of our QBRs on reviewing past performance and ensure that the bulk of the conversation, approximately 80%, is dedicated to looking forward. This approach keeps the dialogue fresh and future-looking, positioning us as proactive partners in our customers’ ongoing success."

 

 

 
 
 

 

Read more:

 
nps-whitepaper-blog-image

Download our latest whitepaper

Net Promoter Score (NPS) remains one of the most widely used customer feedback metrics in the B2B world. Many organisations send out annual surveys or ad-hoc feedback requests, but few know how to use NPS to retain clients and drive growth effectively.

In this paper, we explain what NPS measures, why it's important, and explore the ways leading suppliers are using it to improve contract retention, drive upselling opportunities and boost overall customer experience.