Mechanical and electrical maintenance customer satisfaction KPI's 2017
BSRIA (Building Services Research and Information Association) is a non-profit distributing, member-based association, providing specialist services in construction and building services.
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.
The M&E maintenance KPI survey asked building owner occupiers to assess their current M&E service providers in the following areas:
- Health & safety.
- Reactive response.
- Legislative compliance.
- Planned preventative maintenance (PPM) quality.
- Relationship.
- Site management.
- Managing budgets.
- Communication.
- Innovation.
- 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. |
|
| Mean scores |
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.
BSRIA have published a wall chart, summarising the results and helping building owner occupiers and M&E service providers benchmark themselves against the rest of the industry.
[edit] Find out more
[edit] Related articles on Designing Buildings Wiki
- BSRIA.
- 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.
Featured articles and news
The Sustainability Pathfinder© Handbook
Built environment agency, Ward Williams launches free Pathfinder© tool to help businesses progress sustainability strategies.
Government outcome to the late payment consultation, ECA reacts.
IHBC 2025 Gus Astley Student Award winners
Work on the role of hewing in UK historic conservation a win for Jack Parker of Oxford Brookes University.
Future Homes Building Standards and plug-in solar
Parts F and L amendments, the availability of solar panels and industry responses.
How later living housing can help solve the housing crisis
Unlocking homes, unlocking lives.
Preparing safety case reports for HRBs under the BSA
A new practical guide to preparing structural inputs for safety cases and safety case reports published by IStructE.
Male construction workers and prostate cancer
CIOB and Prostate Cancer UK encourage awareness of prostate cancer risks, and what to do about it.
The changed R&D tax landscape for Architects
Specialist gives a recap on tax changes for Research and Development, via the ACA newsletter.
Structured product data as a competitive advantage
NBS explain why accessible product data that works across digital systems is key.
Welsh retrofit workforce assessment
Welsh Government report confirms Wales faces major electrical skills shortage, warns ECA.
A now architectural practice looks back at its concept project for a sustainable oceanic settlement 25 years on.
Copyright and Artificial Intelligence
Government report and back track on copyright opt out for AI training but no clear preferred alternative as yet.
Embedding AI tools into architectural education
Beyond the render: LMU share how student led research is shaping the future of visualisation workflows.
Why document control still fails UK construction projects
A Chartered Quantity Surveyor explains what needs to change and how.
Inspiration for a new 2026 wave of Irish construction professionals.
New planning reforms and Warm Homes Bill
Take centre stage at UK Construction Week London.
A brief run down of changes intentions from April in an onwards.