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M&E maintenance service provider KPIs 2011October 2011

The maintenance of a building is essential to the function of the business. In today's environment, managers are searching for any edge that can provide them with success. Maintenance outsourcing is one approach that is perceived to lead to greater effectiveness. 

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 KPIs (Key Performance Indicators) is a powerful mechanism to monitor performance.

BSRIA asks building owner occupiers to assess their current M&E service providers. The 10 M&E KPIs were:

Figure1: Customer satisfaction M&E maintenance percentage scores of 8 or more since 2008
  • Response to reactive/breakdown maintenance
  • Quality of planned preventative maintenance
  • Effectiveness of communication channels 
  • Relationship with your organisation
  • 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 was used to score each question; 1 being the lowest score i.e. total dissatisfaction and 10 the highest i.e. total satisfaction and a score of 8 being considered a good score.

Figure 2: Customer satisfaction M&E maintenance mean scores since 2008

Criterion of appraisal

1 - 2: Very dissatisfied
3 - 4: Mostly dissatisfied
5 - 6: Neither satisfied or dissatisfied
7 - 8: Mostly satisfied
9 - 10: Very satisfied

Download a free wallchart of the headline KPIs.

There was a 64% private to 36% public sector split, a similar response to last year. The statutory KPI's have recovered their position somewhat from last year (see Figure 1). Communication which had its highest score last year has seen a significant reduction; however the score is more akin to previous years. Predictably, innovation is the lowest scoring KPI, but this year is at its lowest with only 20% of scores for 8 or more.

The mean scores have all improved on last year (see Figure 2). Legislative compliance and overall satisfaction have seen the largest mean score increase of the KPI's. Innovation has the lowest mean score this year but slightly better than last year.

The mean scores and the percentage of scores of 8 or more of all the KPI's have followed a similar pattern over the past four years. Statutory KPI's score better whilst innovation and communication are historically the poor relations. Customer satisfaction will only improve if contractors can demonstrate effectively proactive management and forge good relationships with the client.


This survey was carried out on behalf of BSRIA's Operation & Maintenance Benchmarking Network. A full report including a breakdown of the headline results, retendering, changes in key personnel and KPIs by sector are detailed in the members half yearly publication. For more information about the Network and joining instructions please contact Networks & Events Manager Tracey Tilbry 01344 465512

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