FM clients want one service provider, says survey

3rd of October 2014
FM clients want one service provider, says survey

When choosing a new provider for outsourced facilities management (FM), 65 per cent of FM managers feel it is important to have one organisation managing all the different elements of service provision.

That's according to research conducted on behalf of facilities services specialist Grosvenor Services, which highlights there is a growing towards the ‘total facilities management’ model rather than use of individual service providers.

When asked to rate top requirements in their choice of provider, on a scale of importance the main factors were:

• 84 per cent professionalism of on-site staff
• 81 per cent responsiveness of management  to issues as they arise
• 71 per cent value for money and accurate reporting.

When asked which facilities services they outsource, 47 per cent said all cleaning requirements, 37 per cent said they outsourced all their facilities management requirements, and 27 per cent of facilities managers said landscaping.

When asked which areas of service could be improved, FM managers quoted easier access to management; knowledge and ability of staff; provision of electronic data and real-time reports; and consistently maintained agreed standards.

Bernard McCauley, group managing director at Ireland-based Grosvenor Services, said: “We are seeing increasing demand for a total facilities management service, which we already deliver to many of our clients. However, this research also shows that, whether clients choose a single provider or multiple providers, they still need the highest levels of support and commitment.

"Providers also need to ensure that they deliver consistently excellent standards in every service area, while providing an accessible management team and transparent reporting – anything less may result in a loss of client confidence, and business.”


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