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M&E Maintenance Customer Satisfaction KPIsMarch 2017

The BSRIA Operations & Maintenance Benchmarking Network is now in its 15th year. The Network incorporates major service providers, facilities managers and building owner occupiers from various sectors including local authorities, education, financial institutions and manufacturers.

This is the 13th year of our Mechanical & Electrical Maintenance KPI survey. BSRIA asks building owner occupiers to assess their current M&E service providers in the following areas:

Percentage scores of scores of 8 or more
  • Health & safety
  • Reactive response
  • Legislative compliance
  • PPM quality
  • Relationship
  • Site management
  • Managing budgets
  • Communication
  • Innovation
  • Overall satisfaction

The maintenance of a building is essential to supporting the function of the business. Outsourced maintenance service providers can bring best practice to an organisation but a client will need year-on-year demonstration of improvement. Measurement becomes important and adoption of Key Performance Indicators (KPI’s) is a powerful mechanism to monitor performance.

Mean scores


There were 115 usable responses from 18 different sectors. There was a 53% private to 47% public centre split. The most responses were from the property management, education and finance sectors which is similar to previous years.

Managing Budget 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.

Download a wall chart showing the ten KPI results.

For help on how to benchmark yourself or your service providers against the industry KPIs, download How to Use the Wall Chart.

Members of the O&M Benchmarkig Network are issued with the full details of the customer satisfaction KPIs; free regular seminars and webinars;and data on maintenance, energy, soft service and waste. For more information see BSRIA O&M Benchmarking Network or contact Tracey Tilbry on or 01344 465512.

O&M Benchmarking

Benchmarking data collection and best practice network and consultancy