Performance indicators
In order to ensure smooth-flowing relations with its client and that the latter’s expectations are met, COFELY systematically includes performance indicators in its FM and Multi-Site contracts.
These indicators are used to quantify the extent to which contractual objectives are met, the quality of the services and client satisfaction.
This approach is based on three types of indicator:
- Technical performance indicators;
- Administrative and general indicators;
- User satisfaction indicators.
The client regularly receives a report detailing results recorded for the various indicators. A progress plan systematically accompanies the analysis of results, in accordance with the following process:
