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Measuring FM Customer Satisfaction

27 June 2014 | Updated 01 January 1970
The Facilities Management Quality Index is a survey tool, that is claimed to be fast, simple and affordable to use. The questions have been compiled to reflect client and customer priorities and can be customised for each site or user group.

Over time, Facilities Analysis will build a database of survey responses that will allow benchmarking against other comparable sites. The tool has been officially approved by the British Institute of Facilities Management (BIFM).

Facilities Analysis is the brainchild of managing director Lucy Black (pictured) and chair, Gordon Ludlow. The latter has worked extensively in FM, with’ considerable’ director-level experience, within NHS, Save the Children, local authorities and higher education.

Chris Moriarty, BIFM’s head of insight and corporate affairs, stated: “Customer feedback and dialogue are increasingly important to organisations. We’re pleased to support the Facilities Management Quality Index as we believe this tool can help our members engage with their users and refine their services.”


Article written by Brian Shillibeer | Published 27 June 2014


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