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[June 2007]
Construction Products Industry KPIs Deliver Increased Customer Satisfaction
Customer satisfaction is the major winner for companies within the UK construction products industry according to this year's results of the industry Key Performance Indicators. The 2007 results, which have just been released, show sustained improvement over the last five years and the increased take-up by companies is now delivering significant benefits.
Commenting on the results, Rita Singh, Environment and Industry Performance Director at the Construction Products Association (CPA), said: “This year's results show that the industry is increasingly held in high regard. Over the last five years the proportion of customers scoring our industry 8/10 or better on the measure of product quality has increased from 57% to 79%. This is an increase of 5% in the last year alone. The measure of value for money has increased by a further 2% in 2007, meaning that 56% of companies now score 8/10 or better.
“The results also show that the industry is making real progress on the accident incidence rate, with this measure falling 31% in the last five years.”
Speaking about the report, Keith Folwell, Senior Statistician for Construction Market Intelligence at the DTI said: “I very much welcome these latest results from the Construction Products Association. It is good news that the industry is measuring and reporting on performance and that companies can see a real benefit from the process. It is clear that the CPI KPIs have now become an integral part of business, and customers should now be using the CPI KPIs as the benchmark to measure suppliers' performance”.
The Construction Products Association is encouraging manufacturers to use a new web based interactive tool to measure their performance against the industry average, obtain a benchmark score and monitor trends in their performance. A handbook which provides performance charts on each of these KPIs, along with guidance for manufacturers on how to implement them, will shortly be available on the Construction Products Association website.
www.constructionproducts.org.uk
ENDS