clip_image002[5]We recently carried out a review of which Key Performance Indicators (KPIs) matter most to our customers.

We asked around 20 of our clients at a workshop in September to rank a series of KPIs in order of importance with a score of between 1 and 3, with 3 being the highest. The maximum score achievable was 12, and Kingdom will now use these figures going forward to ensure that we provide the KPIs that our clients want and need, and to stretch us to achieve service excellence.

The below table provides our findings.

Group 1

Criteria

Score

Resource / Delivery of Core Hours

12

Effective handling and reporting of incidents

12

Crisis management

12

Evacuation routines

12

Alarms & Life Safety systems

12

Roster planning

12

 

Group 2

Criteria

Score

Delivery of contract training matrix

11

Punctuality

11

Quality of support staff

11

Recruitment & retention

11

 

Group 3

Criteria

Score

Patrols – effectiveness & schedule

10

Shift handover / team communication

10

Accuracy of invoicing

10

Supply of KPI (ROI) information

10

Provision of competent compliance of AIs

10

Effective handling and reporting of complaints

10

 

Group 4

Criteria

Score

Customer care and interaction

9

Presentation and appearance of the team

9

Housekeeping

9

 

Group 5

Criteria

Score

Operations Manager visits / contact regularity

8

 

Group 6

Criteria

Score

CCTV operation

7

Added value / ROI

7

 

Kingdom specialises in risk, loss and the protection of property, people and brand. Established in 1993, business retention along with organic and acquisition growth has seen Kingdom has become one of the largest privately owned companies in the UK within our areas of service expertise. For more information about Kingdom, please visit our website www.kingdom.co.uk