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
Call for greater recognition of professional standards
Chartered bodies representing more than 1.5 million individuals have written to the UK Government.
Cutting carbon, cost and risk in estate management
Lessons from Cardiff Met’s “Halve the Half” initiative.
Inspiring the next generation to fulfil an electrified future
Technical Manager at ECA on the importance of engagement between industry and education.
Repairing historic stone and slate roofs
The need for a code of practice and technical advice note.
Environmental compliance; a checklist for 2026
Legislative changes, policy shifts, phased rollouts, and compliance updates to be aware of.
UKCW London to tackle sector’s most pressing issues
AI and skills development, ecology and the environment, policy and planning and more.
Managing building safety risks
Across an existing residential portfolio; a client's perspective.
ECA support for Gate Safe’s Safe School Gates Campaign.
Core construction skills explained
Preparing for a career in construction.
Retrofitting for resilience with the Leicester Resilience Hub
Community-serving facilities, enhanced as support and essential services for climate-related disruptions.
Some of the articles relating to water, here to browse. Any missing?
Recognisable Gothic characters, designed to dramatically spout water away from buildings.
A case study and a warning to would-be developers
Creating four dwellings... after half a century of doing this job, why, oh why, is it so difficult?
Reform of the fire engineering profession
Fire Engineers Advisory Panel: Authoritative Statement, reactions and next steps.
Restoration and renewal of the Palace of Westminster
A complex project of cultural significance from full decant to EMI, opportunities and a potential a way forward.
Apprenticeships and the responsibility we share
Perspectives from the CIOB President as National Apprentice Week comes to a close.