Clients want improved performance from M&E maintenance contractors

BSRIA's fifth annual satisfaction survey of clients shows plenty of room for improvement for M&E maintenance contractors.

Most notably, 'Overall satisfaction' gave a mean score of 6.4 out of 10, where the client was asked to consider 8 or more a 'good' performance.

The client satisfaction chart shows all ten headline KPIs, examining the key areas of service maintenance contractors offer and compares with the mean scores in 2006.

A further area of concern for contractors includes 'Energy efficiency' where satisfaction was scored at 5.6. This is an increasingly important area for clients who are likely to become ever more demanding for improvements.

Nigel Anderson, head of Design and FM Innovation at BSRIA comments, "Our research has shown that clients are looking for much more than lowest cost. We found that management of the contract, communication, trust and honesty, a positive relationship, being proactive and showing initiative are highly influential on satisfaction levels."

The best performing areas for the industry were 'Managing health & safety' and 'Reactive response', which had the only mean satisfaction scores of 7 or more.

BSRIA also produces the annual suite of KPIs for M&E installers where 'Overall satisfaction' is currently 7.5 out of 10. This demonstrates that improved scores are achievable and that maintenance contractors can catch up.

BSRIA runs an Operation and Maintenance Benchmarking Network which benchmarks maintenance, energy, soft services costs, client satisfaction and performance of buildings. Members use data to identify performance gaps, for continuous improvement and reviewing maintenance contracts.

For more information, contact BSRIA:
Email: fm@bsria.co.uk
Web: www.bsria.co.uk/fm
 

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