What To Track On Facility Management Team KPI’s

When it comes to facility data, the proof is in the pudding. Showing the true worth of your team starts with gathering and analyzing the numbers — because if you can’t measure it, you can’t manage it.

Did you know that tracking, measuring and reviewing your goals can help prove the great work your team accomplishes each year? Key performance indicators (KPIs) can help your facilities team accomplish the following:

  • Prove productivity and efficiencies
  • Identify areas of improvement
  • Justify costs and strategies
  • Argue for extra funding and headcount
  • Gain even more appreciation from leadership

Since there are so many different metrics and KPIs you can track, you may be wondering where to start. We’ve written this article to help your team brainstorm, initiate and accomplish your most important goals this year and beyond.


A key performance indicator (KPI) is a type of measurement that teams can use to track their progress toward strategic goals. They are specifically designed to offer valuable insights into day-to-day operations and help teams understand how they are performing in relation to their goals. 

The most successful organizations make data-driven decisions that drive results that impact the success of the entire organization. Check out our curated list of top KPIs we suggest tracking this year and beyond:

1.) “Planned” vs. “Reactive” Maintenance 

Goal: To understand how to improve your team’s proactivity with maintenance tasks.

If you are like most teams, you’re probably still relatively reactive when it comes to maintenance. Trust us, there’s no judgement here — you are not alone! Our recent State of Facility Management report proved that only 18% of respondents felt strongly that their teams were more proactive than reactive. After you see your ratio, it’s good to then drill down to see where those reactive work orders are coming from.

Is there a particular building in your portfolio that is having issues? This could be a sign of poor conditions that need funding. Is there an asset (or set of assets) that causes a lot of work orders? Try setting up new or more frequent preventive maintenance schedules.

2.) Work Order Resolution Time

Goal: To determine how long it takes your team to complete a work order from creation to close.

Is your team slow to respond to work task? When problems arise, your organisation and residents count on you to fix issues quickly and effectively. When service requests take days or weeks to address, you may find yourself having to slay the “angry residence” dragon. Not to mention, slow work order response times could hurt your overall revenue goals and increase operating expenses.

So, how can you improve your work order response time? Start by setting clear benchmarks and prioritizing work orders. This specific KPI needs to be in the context of how many work orders each technician or manager has to manage. Don’t forget to track self-identified maintenance task vs. maintainence task requests. This could be your ticket to asking for an additional headcount if needed.

3.) Residents Satisfaction Rates

Goal: To identify where improvements can be made regarding occupant comfort, safety and health.

The spaces in your building have a great impact on residents mood and satisfaction. Buildings that are clean, comfortable and functional will keep people more engaged and focused. Your facilities team can help you improve the occupant experience in your building if they have the right KPI data.

Start by taking surveys after work orders are completed. Ask the following: Was the job done right? Was it completed in a timely manner? Was the technician friendly and helpful? How could the experience be improved in the future? The answers may provide you with a new perspective on team performance and expectations. 

Make sure to conduct a yearly survey as well. This will help you keep a pulse on your occupants’ needs and expectations. For example, ask: Are there building improvements you would like to see? How can our facilities team better serve your needs? This is especially important in the age of COVID-19, sanitation and occupant safety! Note any improvements made in your goal-tracking process.

4.) Deferred Maintenance Backlog

Goal: To audit maintenance tasks that are on hold due to budget restrictions, lack of time or inaccessibility to parts.

Facilities are expensive to maintain and operate. While this shouldn’t come as a shock, the dirty little secret of maintaining facilities is that usually there isn’t enough budget to cover all of the maintenance and repairs that come up in a given year. These maintenance tasks that can’t be completed are what we call “deferred maintenance.”

While there can be a “healthy” level of deferred maintenance, most organizations are well past this level. For this KPI, we suggest looking at ways to better spend M&O and capital budgets. Occupant surveys can also point you in the right direction. Track deferred maintenance tasks, asset conditions, and severity of failure to help you prioritize.

5.) Maintenance Cost vs. Budget

Goal: To understand if your team is on track to hit or exceed budgeting goals.

During budgeting season, funds are often distributed based on immediate needs instead of departmental results. If building operators don’t know how to communicate data to their organisation, you can quickly become overlooked when it comes to funds for projected needs.

To get the ringgits you need in your budget this year, you’ll need the data to back up your request. This is where KPIs can help. Your findings can help you communicate your department’s data-backed results and the long-term impact the necessary funds will bring your organization. If you find you’re not on track to meet your goals, it’s important to figure out why. Find ways to be flexible and proactive with budget planning instead of scrambling around at the last minute.

Tracking Your Goals is Much Easier with the Right Software Tools

Is your facility management software allowing you to track your KPIs? If not, you’re missing out on important data that can help you achieve your most critical goals and gain deeper insight into teams performance with real-time maintenance data and track their KPIs across their entire building portfolio.

We’re here for you. Let us know how you’d like to improve this year and we’ll work with you to make it happen.


  • Annie Tan
    October 1, 2021 at 2:19 am

    How can I get your service to improve the manpower work efficiently? And how much is the application?

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