Buildings Performance
Satisfaction not guaranteed
Surveys
Shutterstock Customer
satisfaction
KPIs
“How do you know where
you could improve your
services or what is of
particular importance to
your customers if you do
not ask them?” It is an
obvious question, seldom
posed and often service
providers are surprised
that their perception
is not the same as the
customer’s expectation or
the reality.
There are very good
business reasons for
carrying out customer
satisfaction surveys,
including:
You want to improve
Your competitors are
doing it
Your customers are
demanding it
It costs six times more
to win a new client than
retain an existing one
Being proactive in this
way shows that you
are interested in your
customers
• Positive customer/contractor relationship with a good location – all of which have an impact on the cost of
level of trust and honesty; and services. One building may be 25 years old with high
• Contractors taking the initiative and being maintenance costs, while another may be only two
proactive. years old, requiring minimal maintenance.
We have also included two new measurable KPIs: The expression ‘comparing apples and oranges’
statutory and legislative compliance; and keeping often applies to benchmarking, but if you can establish
within the budget. a clear protocol of what information is needed, >
Clients also tell our members that they very much
value a so-called traffic light system involving regular
team meetings and high levels of communication and
CIBSE FM Group
honesty. The CIBSE FM Group was set up to promote the
Having good
application of building services engineering to the
Cost continuing improvement of facilities management.
benchmarking
When our benchmarking network started eight years It also links with other CIBSE groups on operational data ensures
ago the focus was on measuring best practice, but this service risks associated with building services. Go to
visibility of costs
has shifted towards ‘real’ measures: what does it cost the special interest group link at www.cibse.org The
to run our building compared to others? CIBSE Guide M on maintenance can also be found
and can reduce
This clearly has a big impact on client satisfaction, in the knowledge bank link on the website. CIBSE pressure on
but the problem is that reliable cost data is not widely also works with the British Institution of Facilities
service providers
available. Management in a number of ways, including more
To compare costs you need to appreciate the type recently on the ‘carbon-critical design’ initiative.
to defend their
of building, the way in which it is being used and its spending.
www.cibsejournal.com May 2009 CIBSE Journal 45
CIBSEmay09 pp44-46 BSRIA.indd 45 5/1/09 3:06:54 PM
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