- Project plans
- Project activities
- Legislation and standards
- Industry context
- Specialist wikis
Last edited 12 Dec 2020
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.
|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.
 Find out more
 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.
Featured articles and news
The revival of the public sphere in Toronto.
The story behind the copycat architecture craze.
Insight into construction materials supply and demand issues.
IHBC has announced winners of the 2020 honours.
Cement and concrete industry introduces measures to go beyond net zero.
UKGBC has introduced a resource to help with sustainability challenges.
Is it time to embrace EVs at last?
Plaster, glue and dye produce a highly decorative effect.
BSRIA predicts winners and losers for 2021 and beyond.
Firms must commit to net zero to secure major public work.
The resurgence of the British country house. Book review.
International Energy Agency report presents narrow path.
Experts discuss how the country's ageing housing stock can meet net zero goals.
This form of drainage may be a practical plumbing option.