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Contributed by: Admin 2

Quality & Responsiveness in Facilities Maintenance: Key Metrics to Monitor

Contributed by Darren Theodore, Regional Sales Executive

“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives.” – William A. Foster

Most businesses use a variety of metrics and KPIs to measure quantifiable performance areas such as revenue generation, customer retention, sales achieved, among others. However, all service dimensions are not tangible and other qualitative units are equally crucial to monitor. As the facilities maintenance industry is recognized as essential service for its significance during the pandemic, the competition has become intense. As a result, successful and customer-centric service providers have strengthened their key customer service metrics that impact customer service.

The most important service areas that drive customer satisfaction and service excellence are Quality and Responsiveness. Key metrics and reports that should be used by facilities maintenance companies to measure their quality standards and willingness to help and respond promptly include:

Quality Assurance Program

While most facilities maintenance companies implement a standardized quality assurance program, it is more effective to partner with a service provider that creates and implements a customized plan tailored to meet client-specific requirements and scope of work. Some important measures for Quality Assurance include routine inspections, customer surveys, facility and risk evaluation, customer feedback, employee accountability, hands-on supervision, among others.

Electronic Quality Management

As much as it is important to assess the service quality of a facilities maintenance company, it is important to evaluate the company’s technology partner and tools they use to record and track each employee’s performance. Technological support must include features to view individual employee performance at a glance as well as comprehensive insights and analysis for important service dimensions.

Quarterly Business Reviews

A detailed report to review quarterly business performance is an effective way to strengthen the partnership with customers. Quality Business Reviews can bridge the gap between customer expectation and service delivery, making it possible for the service provider to work with a collaborative approach toward continuous improvement.

Diversified Maintenance assigns a dedicated account manager for routine communication and immediate responses while the operational management team reviews and measures performance KPIs. The Company uses Pronto Forms to document, track, and analyze employee performance with its various reporting systems and features. To learn more about Quality, Responsiveness, and other key service dimensions, send me a note at: Darren Theodore