Last edited 12 Dec 2020

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.

Mande kpis percentage scores of 8 or more.jpg

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.