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
AI and the challenges to intellectual property
The legal landscape of adopting AI now and in the future.
Worrying landscape for Welsh construction SMEs revealed.
In recent risk factor analysis report completed by CIOB.
Construction Sport survey highlights risks of dehydration
Supporting construction workers to avoid dangers.
Can your business afford to ignore mental well-being?
£70 - 100 billion annually in UK construction sector.
Mental health in the construction industry
World Mental Health Day 10 October.
Construction awards provide relief in wake of ISG collapse
Spike in major infrastructure awards, housing up but short of targets, are ISG collapse impacts yet to come.
Biodiversity net gain with related updates and terms
Only 0.5% of applications subject to BNG in the context significant proposed changes to planning.
As political power has shifted from blue to red
Has planning now moved from brown to green?
The role of construction in tackling the biodiversity crisis
New CIOB Nature of Building digital series available now.
The Nature Towns and Cities initiative
Grants of up to 1 million for local councils and partners.
The continued ISG fall out October updates
Where to look for answers to frequently asked questions.
Building safety remediation programme for Wales
With 2024 October progress updates.
In major support package for small businesses.
Conservation and transformation
Reading Ruskin’s cultural heritage. Book review.
Renovating Union Chain Bridge.
AI tools for planning, design, construction and management
A long, continually expanding list, any more to add?