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[July 2004]
Customer Satisfaction Top of Construction Products Industry KPI Results
Announcing the results of the Construction Products Industry KPIs, Rita Singh, Head of Environment and Industry Performance at the Construction Products Association, said: "Manufacturers and suppliers are once again highly rated when it comes to customer satisfaction, with an average 97% of those surveyed being satisfied or very satisfied across a wide range of indicators covering delivery, quality, sales advice, after sales service and value for money.
"Improvements have also been made in training, with average training days per annum up by 10% and NVQ qualifications up 15%. However, health and safety has been a disappointment with an increase in the reportable accidents per 100,000 employees per year. There have been some very successful initiatives in certain sectors but there is obviously still a lot of work to be done to ensure that the industry protects its workers and performs at its optimum in this area.
"This year's results have set high benchmarks for the industry's five environmental KPIs - energy consumption, water usage, transport movements, waste reduction and packaging management. These will enable companies to robustly measure their performance in 2005.
"There has been an encouraging increase in the number of respondents to the Survey, but we are still hoping to see more companies and associations adopt the CPI KPIs. It is important that a standard set of definitions is used across the construction products industry and we would urge the industry's clients to adopt consistent definitions and terminology to allow manufacturers and suppliers to submit comparable data and enable industry wide comparisons."
ENDS