Service business reviews (QBRs) that customers value
For account managers, customer success managers and service delivery leads at a managed service provider (MSP) who run quarterly or periodic business reviews with customers. You'll build the review around the customer's goals, report service levels honestly, turn ticket data into findings, make costed recommendations and leave with agreed actions. Assumes you know your service desk's ticket and SLA data; no prior review experience needed. Your company's contract definitions and templates take priority over the general guidance here.
- Level
- Intermediate
- Length
- About 72 minutes
- Contents
- 5 lessons · final exam
- Status
- Published · updated 10 Oct 2026
Skills you'll practise
- Plan a business review agenda around the customer's goals and the right attendees
- Report service levels accurately, separating contract SLAs from internal objectives and averages from percentiles
- Turn ticket and service data into findings that explain causes, not just counts
- Write recommendations with options, costs and a clear decision for the customer
- Run the review and send a written summary of agreed actions, owners and dates
Course outline
- 1.Planning the agenda around the customer's goals and attendeesLesson · 14 min
- 2.Reporting service levels accuratelyLesson · 16 min
- 3.Turning ticket data into findingsLesson · 14 min
- 4.Writing recommendations with options, costs and a decisionLesson · 12 min
- 5.Running the review and sending the written summaryLesson · 10 min
- 6.Service business reviews (QBRs) that customers value: knowledge checkKnowledge check · 13 questions
- 7.Service business reviews (QBRs) that customers value: practical exerciseKnowledge check · 1 question
- 8.Final exam10 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
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