Customer performance measurement in facilities management : A strategic approach

Purpose – A lack of effective and accessible customer performance measurement research is evident within the facilities management (FM) industry. The purpose of this paper is to enhance the level of performance measurement sophistication by developing the strategic application to measure customer satisfaction in FM. Design/methodology/approach – Through an extensive literature review, this paper researches the application of customer performance measurement in FM through a strategic management context. Findings – The development of a customer performance measurement system (CPMS) for FM is introduced. The CPMS consists of four stages, combining quantitative benchmarking techniques with qualitative analysis in order to produce strategic objectives for business process improvement. Research limitations/implications – The CPMS framework is currently being tested. This paper should firstly be interpreted as an introduction to the theory and process behind the CPMS, whilst secondly in providing an update on the preliminary research findings from stage 1. Originality/value – The level of sophistication of customer performance research within FM is limited. This paper aims to increase the accessibility and applicability of strategic customer performance measurement in FM to both FM customers and providers.