FM Servicebarometer: monitoring customer perception of service performance

Abstract

Purpose

In the past, FM performance was mostly monitored by technical and cost‐related KPIs, whereas the measurement of perceived internal service quality was widely neglected. Thus, the purpose of this paper is two‐fold: first, to develop an adequate model to capture the relationships between internal service quality, internal customer satisfaction and internal customer retention; and second, provide an instrument for the identification of areas of improvement for customer orientation in FM.

Design/methodology/approach

This research gives an insight into the relevance of customer orientation in FM. Following this, it introduces the concept of a FM Servicebarometer, highlighting an application of this model by presenting the results of an extensive quantitative survey that was conducted within a healthcare setting. Based on this model, various indices are calculated for the internal service quality, customer satisfaction and customer retention, resulting in the FM Quality Index.

Findings

Detailed analyses show insights into the interdependencies between various aspects of internal customer orientation in FM. In addition, driving forces of internal service quality, internal customer satisfaction and internal customer retention are presented.

Practical implications

The FM Quality Index (FMQI) allows both a longitudinal research and cross‐sectional comparison within FM. Thus, the FMQI may be applied as a tool for monitoring and managing internal customer orientation in FM.

Originality/value

FM Servicebarometer is a unique application of the service barometer approach within FM. Thus, it presents an innovative attempt to measure and control perceived service quality, customer satisfaction, and customer retention.

Citation

Coenen, C., Waldburger, D. and von Felten, D. (2013), "FM Servicebarometer: monitoring customer perception of service performance", Journal of Facilities Management, Vol. 11 No. 3, pp. 266-278. https://doi.org/10.1108/JFM-06-2012-0024