by Brianna Crandall — March 23, 2011—BSRIA, “The Built Environment Experts,” has released the results of its annual U.K. survey in which building owner operators assess the performance of their current (outsourced) mechanical and electrical (M&E) service providers. Of the various sectors that responded in 2010, 38 percent were from the public sector and 62 percent from the private sector.
The survey uses KPIs (Key Performance Indicators) to measure client satisfaction in 10 areas:
- Response to reactive/breakdown maintenance
- Quality of planned preventative maintenance
- Effectiveness of communication channels
- Relationship with client organization
- Level of innovation and proactivity
- Compliance with legislative requirements
- Adherence to the budget
- Management of health and safety
- Management of documentation and site operatives
- Level of overall satisfaction
A scale of 1 to10 is used to score each question used in the survey to capture data from the industry, using 1 as the lowest score (i.e. total dissatisfaction) and 10 the highest (i.e. total satisfaction); a score of 8 is considered a good score.
BSRIA reports that none of the KPI’s scored over 50 percent, indicating “there is still a long way to go for our services providers to deliver customer satisfaction.” “Reactive Response” was the highest-scoring KPI at 48 percent, followed by “Health & Safety” with 45 percent. The lowest KPI was “Overall Satisfaction” at 25 percent.
BSRIA, which has collected the KPIs since 2004, points out that “Overall Satisfaction” has been on the decline for the past few years, and this year it is at an all-time low. “Reactive Response” has recovered slightly this year, but “Quality of PPM” is the lowest yet at 34 percent. BSRIA reminds that it has been a tough year with budgets being squeezed, reflected in the ability of service providers to provide good quality services on such tight margins.
A free wallchart of the M&E Maintenance Client Satisfaction KPIs is available on BSRIA’s Operation and Maintenance Benchmarking Network site. Network members can receive a detailed report of the 10 M&E KPIs, and all maintenance clients are invited to participate in the 2011 survey.
