Key Performance Indicators

The company employs a number of Key Performance Indicators to monitor its performance and identify opportunities for improvement.

Client feedback is sought at periodic intervals throughout each project lifecycle and upon completion. This feedback is then collated, analysed and proposed operational improvements are tabled for discussion at the company’s quarterly senior management meetings.

Client feedback for projects completed during the current year has been collated and is shown in the first table below. For comparison purposes, scores for the previous calendar year appear in the second table.

When projects involve works within individual dwellings, residents are also requested to complete a Customer Satisfaction Survey when works are complete. The ‘ratings’ awarded are collated on a monthly basis and provided to clients at the regular contract meetings.

Key Performance Indicators – Current Year (based upon completed projects)

Key Performance Indicators – Previous Calendar Year (based upon completed projects)