The CompTIA MSP Guidebook: Cultivating a Culture of Process E昀케ciency Use this checklist for your QBRs: Review Service Level Agreements (SLAs): Evaluate the performance against SLAs for each client, ensuring that agreed-upon service levels are being met. Customer Satisfaction: Gather and review customer feedback, satisfaction surveys and testimonials to assess client satisfaction levels. Service Delivery Metrics: Analyze key metrics such as response time, resolution time, uptime, and availability to measure the e昀昀ectiveness of service delivery. Client Retention and Expansion: Evaluate client retention rates and identify opportunities for upselling or expanding services to existing clients. Financial Performance: Review 昀椀nancial data, including revenue, pro昀椀tability, and cost analysis, to assess the overall 昀椀nancial health of the business. Contract Renewals: Identify upcoming contract renewals and discuss strategies to retain clients and negotiate favorable terms. Project Updates: Provide updates on ongoing projects, milestones achieved, and any challenges or roadblocks encountered. Security and Compliance: Review security measures, compliance requirements and any incidents or breaches that occurred during the quarter. Technology Updates: Discuss technology trends, advancements and any new tools or software that can enhance service delivery or improve e昀케ciency. Team Performance: Evaluate the performance of the MSP team, including individual contributions, training needs and areas for improvement. Client Onboarding and O昀昀boarding: Assess the e昀케ciency and e昀昀ectiveness of client onboarding and o昀昀boarding processes, identifying areas for improvement. Risk Management: Identify potential risks and vulnerabilities in the MSP operations and discuss strategies to mitigate and manage them. Business Growth and Marketing: Evaluate marketing initiatives, lead generation e昀昀orts, and discuss strategies for business growth and expansion. Client Feedback and Recommendations: Discuss any client feedback, suggestions, or recommendations for improving the services provided. Future Planning and Goals: Set strategic goals and objectives for the next quarter, aligning them with the overall business strategy. 15