More than a quarter (28 per cent) of FM leaders in the EMEA region said they’d not reviewed metrics and KPIs for commercial cleaning in the last five years.
The research from automation and cobotic solutions provider SoftBank Robotics EMEA, also found:
- Only 18 per cent had reviewed or updated cleaning KPIs in the last 12 months; and
- Only 34 per cent have done so in the past two years.
Additionally, FM leaders relied on a limited range of metrics:
- 57 per cent monitor air quality and other environmental factors;
- 40 per cent measure employee engagement in cleaning teams; and
- 18 per cent don’t formally measure or report on any technical or financial benefit from their cleaning operations.
As many as 80 per cent of FM leaders said that measuring cleaning performance and validating cleaning results is challenging but are eager for more stringent measurement and evaluation within commercial cleaning.
The majority (84 per cent) would favour performance-based contracts and 80 per cent think new KPIs are needed for smarter cleaning services as smart buildings become more prevalent.
Survey respondents also thought metrics should include health, sustainability and worker satisfaction.
Nils van der Zijl, vice-president of sales and marketing at SoftBank Robotics EMEA, said: “COVID-19 has proved that rigid input-focused KPIs just aren’t fit for purpose in a dynamic, agile and unpredictable business environment.
“Time is simply not an adequate or relevant metric for delivery of cleaning services in the current marketplace; FM leaders are in no doubt that quality, productivity and value are more appropriate, meaningful measures when it comes to commercial cleaning. As we move towards smart, connected buildings, it’s critical that commercial cleaning evolves to demonstrate performance and prove its value.”
Van der Zijl added that the research "explores the potential benefits of cobotics within FM and commercial cleaning". Cobots are collaborative robots that perform repetitive tasks freeing up time for human cleaners to focus on more important tasks. Cobots, he said, would give boost cleaning performance and productivity and help FM service providers measure and evaluate against more strategic KPIs.
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