A Message from Our Chief Executive Officer
To Our Shareholders,
I write to you having come through a second once-in-a-career year, another year that tested the mettle of people, businesses, and organizations of every kind. What looked like an
approaching end to the pandemic in the spring and summer quickly turned into another set of challenges, and now, more than 21 months in, there is both continuing reason for hope and an acute awareness of what this unprecedented time has cost us all.
Here at Aramark, we have remained focused on the things that remain in our control. Even amidst all the uncertainty, the complex operating environment, and every
new challenge the year brought us, we set aggressive goals and achieved some remarkable things, including record levels of Net New Businessi. The team we have assembled in the past two years has
been committed to a complete transformation of our culture, one that places us in a position to win and further increase performance levels across the business. We are today more responsive than ever, more aligned with our clients, more oriented
around a customer service model, and more committed to the safety of our people and everyone we serve.
Our teams across the globe are committed to Reach for
Remarkable for all of our stakeholders, and driven by service, innovation, and a target of balanced, profitable growth.
Fiscal 2021 Review
Our focused efforts have yielded strong results. Among the measures we took this year:
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Adding senior leadership talent and making organizational changes to significantly bolster our industry expertise and
internal cultural evolution;
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Strengthening client and supplier relationships;
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Investing in growth-oriented areas of the business;
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Enhancing sales training and development programs; and
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Further aligning compensation with our strategic objectives by including Net New Business as 40% of our organizational
bonus-incentive plan.
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We attribute our strong fiscal 2021 Net New Business performance to the ownership mindset we are cultivating, our ongoing
focus on innovation, and the breadth of our capabilities.
Annualized Gross New Business is only part of the story, but it represents the highest total since our IPO
in 2013, and equals 7.7% of pre-COVID, fiscal 2019 revenues. Our robust performance in sales led to wins totaling more than $1.2 billion on an annualized basis, and we saw broad-based success across lines
of business, geographies, and client size. They were led by particularly strong contributions from the Education and Facilities & Other sectors within Food and Support Services United States (FSS United States) segment. Specifically, in our
largest business, Higher Education, we added a record number of new clients, including five Historically Black Colleges and Universities, further strengthening that portfolio.
In the U.S., average annualized revenue for our new business wins was $3.4 million and was comprised of clients of every size. Uniforms added to this performance
along with higher growth rates in recurring business, and customer and route density optimization. Their new business wins are reflective of the investments we have made in growing in that segment. Our Food and Support Services International (FSS
International) segment continued to experience a steady growth trajectory led by Chile, China, the UK, Canada, and Germany. Across the globe, we won new business in industries such as mining, education, healthcare, and business dining. The work of
onboarding our new clients everywhere is ongoing, and we are investing in the process of getting these accounts up and running.
Account retention is just as
important to our growth story as new business wins. It reflects our commitment to delivering great service to our customers and value to our clients. We are encouraged to report improved retention ratesup to 95.5% in fiscal 2021, and 150 basis
points better than our historical five-year averagebut we will not be satisfied with that result. We aspire to higher retention rates, and believe that, with a continued focus on an ownership mentality and hospitality culture, we will achieve
them.
The magnitude of new business wins, effectively combined with these improved retention rates, allowed us to achieve record Annualized Net New Business of
$505 million, which was more than five times higher than the average of the previous five years. Within FSS United States, no growth in fiscal 2020 and, in fact, little growth over the past seven years, has now given way to a post-IPO record high Annualized Net New Business of nearly $300 million. FSS International increased Annualized Net New Business by 30% over its historical average over the last five years. Each of our business
segments increased account retention rates more than 100 basis points over the five-year average led by Uniforms, with an improvement of 180 basis points. Collectively, this level of Annualized Net New Business represents 3.1% of our pre-COVID, fiscal 2019 level of revenues. If we continue at this level of net new business and return to our more normal base business growthtypically 1% to 2%we will be well on our way to our mid-single-digit growth goals.
I believe these results tell of a company that has weathered a storm and found ways to thrive
during unprecedented challenges, a company ready to face the coming year. But the financial results only tell part of our story. Aramark is a