Customer satisfaction of M&E maintenance contractors
Summary: five areas of customer satisfaction have an increased mean satisfaction score (including overall satisfaction), two have remained the same and three decreased when compared with 2006 results. Due to the sample size, these changes are not statistically significant and it is the average score of six out of ten which highlights that customers are not satisfied. When scoring the M&E provider, the customer is asked to consider eight or more a good performance.
Best and worst mean scores: the best scoring areas were managing health & safety and reactive response, whereas, the worst scoring areas were energy efficiency and additional works
Vital deliverables: reactive response and quality of planned maintenance were the most fundamental deliverables clients require. Measurable deliverables including statutory and legislative compliance, keeping within budget and performance against SLAs were also highly rated.
Research into customer satisfaction of M&E maintenance contracts concludes that the 'management of the contract' is the most influential element on satisfaction levels. Analysis of the results puts emphasis on communication, trust and honesty, having a positive customer/contractor relationship, being proactive and showing initiative.
Contract specification: the input specifications that are based on type and frequency of tasks are still dominant, however, they dropped from 88% to 71% in 2006. Output specifications based on performance level or level of service required e.g. response rate or temperature control, have increased by 29%.
Sub-contractors: the majority of respondents (82%) outsourced to a single service provider ensuring that the main contractor undertook management and procurement of specialist subcontractors.
Cost: average contract maintenance cost for general offices was £14.14/m2 compared with £12.30/m2 in 2005.
Selection criteria: the most important criteria for a customer when selecting a service provider was quality, with third party use and location becoming less important when compared to 2006.
Catering facilities: 26% of those that responded to the survey provided vending facilities only and 21% offered a full restaurant
Cleaning: 15% included all day general cleaning with the greatest cleaning costs per m2 in hospitals, closely followed by premium offices.
Security: average cost per m2 was greatest in halls of residence and premium offices, with hospitals being the lowest.