Step 1—Ask the appropriate questions, keep it as simple, and make it as clear as possible
Trouble Call (Emergent work) Cycle Time Process…
| D6. Initial Response—Indicate average response time between when the request is received by person or machine (e.g., from the web or voice mail) to the time a response is given to the customer acknowledging their request for service has been received which may include quoting a completion time or date. Requests received after work hours not considered received until next day unless system accommodates through automation. (Minutes) | |
| D7. Trouble Call Cycle Time—Indicate the average response time between initial response (D16) to completing the required maintenance. (Use 7 X 24 hours). (Hours) |
Step 2—Analyze the responses
As you might expect, there are considerable variations in the way organizations respond to trouble calls. The range for the 2005 FMRT Benchmarking survey FOR INITIAL RESPONSE was from 2 minutes to 60 minutes with a median response of 15 minutes.
If you’re looking to improve customer satisfaction ratings or the overall perception of your organization this can be an excellent place to start. Note carefully the definition described in D6 above no work is performed in this step you simply acknowledge that you have received the customer’s request.
Question D7 however measures how long it takes the work that was requested to be completed.
The range for the 2005 FMRT Benchmarking survey FOR TROUBLE CALL COMPLETION TIMES ranged from 2 hours to 58 hours with a median completion time of 8 hours. However, the important issues are:
- that it is tracked
- targets are established for the workforce, and
- your customers / occupants have an understanding of what can be expected when they call or email you for a service request
What Works:
- Many of our best performing organizations have established targets or standards and measure their performance against these targets on a weekly or monthly basis
- Communicate with the workforce and call center how important it is to customer satisfaction to acknowledge each request within the agreed to standard or objective it is after all how you would like to be treated when you bring your car in for service or call in for any issue to your service providers.
Step 3—Using This Information
You should review your initial response times and completion rate times to see how they compare with these metrics. After completing your review, establish standards and set goals for your organization that are realistic but challenging.
Metrics from the Facility Managers Round Table (FMRT)
In 2005 there were 92 unique sites in the FMRT with a median size of about 1,400,000 million square feet. See the chart below to see how the group looked by industry type.
Participants By Industry Type
Space Metrics
- Space Utilization 430 Gross Square Feet per Occupant
- Cost Metrics
- Utilities $2.17 / GSF
- Custodial $1.33 / Cleanable SF
- Maintenance $1.69 / GSF
- Parking and Paving $1529 / Acre
- Groundskeeping $3405 / Acre
- MAIL $0.73 / GSF
- Mail Services $0.22 / GSF
- Environmental Health and Safety $0.35 / GSF
- Fixed Costs (Includes: Building, Leasehold Improvements, Furniture/Equipment) $ 3.71 / GSF
Move / Churn Cost Metrics
- Box Move Costs $317 / Person Moved
Customer Satisfaction
- Satisfaction With Overall Facilities Services 3.80 on a 1 to 5 scale
