- Project plans
- Project activities
- Legislation and standards
- Industry context
Last edited 22 Mar 2017
Mechanical and electrical maintenance customer satisfaction KPI's 2017
In March 2017, BSRIA published mechanical and electrical (M&E) maintenance customer satisfaction key performance indicators (KPIs).
The maintenance of buildings is essential to supporting the function of business. Outsourced maintenance service providers can bring best practice to an organisation, but a client will need to see year-on-year improvement. Measurement is important in this, and the adoption of KPI’s is a powerful way of monitoring performance.
- Health & safety.
- Reactive response.
- Legislative compliance.
- Planned preventative maintenance (PPM) quality.
- Site management.
- Managing budgets.
- Overall satisfaction.
There were 115 responses from 18 different sectors, with a 53% private to 47% public split. Most responses were from the property management, education and finance sectors.
|Percentage scores of scores of 8 or more.|
Compared to the 2016 survey, ‘managing budgets’ was the only KPI to see improvement in both the mean score and the percentage of good scores of 8 or more. ‘Relationships’ had an improvement in the percentage scores which is encouraging; however it was disappointing to see the other KPIs had lower scores than last year.
 Related articles on Designing Buildings Wiki
- BSRIA articles on Designing Buildings Wiki.
- BSRIA blue book.
- Building Automation and Control System BACS.
- Building management systems.
- Building services compliance with the building regulations.
- Building services.
- Mechanical and electrical.
- Mechanical, electrical and plumbing MEP.
- Model Format for Building Services Specifications BG56 2016.
- Rules of Thumb - Guidelines for building services.
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