Elevate Maintenance Performance
Post-work order surveys have become essential for professional operators to monitor maintenance performance. Among the many options available, the SatisFacts Insite+ Work Order survey stands out for its superior design and function. Our survey instrument and standardized data structure were developed to track strategic KPIs, helping operators identify their team’s successes and opportunities with clear and objective metrics while ensuring they meet renters’ fundamental expectations.
The SatisFacts Work Order Survey Index reflects our clients’ high resident satisfaction levels, with an impressive overall score of 4.61 out of 5. This score indicates that the majority of our clients’ maintenance teams excel, meeting and often exceeding resident expectations across seven fundamental indicators of superior maintenance performance.
Let’s examine the core indicator average scores across all of our clients to identify successes and opportunities for the industry in maximizing resident work order satisfaction.
Overall Successes
- Courteousness: Scores for the courteousness and professionalism of our client’s maintenance staff have consistently been above 4.5, increasing from 4.63 in 2019 to 4.74 in 2024 YTD.
- Quality: The quality of our client’s maintenance work has gradually improved from a superior 4.44 in 2019 to an exceptional 4.57 in 2024 YTD.
- Speed: The speed at handling service requests has improved from 4.38 in 2019 to 4.54 in 2024 YTD.
- Cleanliness: Cleanliness tracks whether the maintenance staff cleaned up before leaving the resident’s home and has remained steady, with a slight increase in 2024, reaching 93%.
- Accuracy: Accuracy measures whether the maintenance staff completed the service request correctly the first time and improved from 82% in 2019 to 86% in 2024.
Overall Areas of Opportunity
- Communication: Communication tracks whether residents were notified about delays in completing their work order and were advised when the work was anticipated to be completed. This score has remained flat, slightly improving to 35% in 2024, indicating that many residents still find notification systems and procedures lacking.
- Existing Problems: Existing problems measure any remaining maintenance problems after a work order was completed and declined to 17% in 2024, compared to 19% in 2020. To improve this KPI, operators should consider grouping open work orders for the same apartment, mainly when submitted at different times, to align with residents’ expectations of simultaneous resolution, among other proactive measures.
Regional Assessment:
Across the eight regions, the highest overall work order satisfaction scores are in New England and the Pacific, at 4.72 and 4.73, respectively. Our lowest index scores are in the West South Central and the West North Central regions, at 4.43 and 4.57, respectively.
The significant discrepancies between these regions are speed, quality, courteousness, and communication, suggesting the areas should focus on skills training and communication strategies to ensure consistent service quality.
Maximizing the Benefits of the SatisFacts Insite+ Work Order Report
The SatisFacts Insite+ Work Order program includes multiple views and automated action plans. Views make data analysis a breeze, such as a Summary view, a Questions view, an All Responses view, a Work Order Category view, and the popular Technician Performance view. Each view can be filtered and exported to Excel for easy integration with company-wide BI tools.
- Technician Performance View: This view calculates a score for each technician based on all relevant survey responses for their completed work orders and filters out survey questions not directly related to the maintenance technician’s performance. The report can be filtered and sorted by score, total number of survey responses, and the percentage of work orders completed per technician that received a response. In essence, it is a leaderboard for your maintenance team’s performance.
- Automated Action Plans: Biannual automated action plans help keep maintenance teams focused on their specific opportunities. They give team leaders visibility into individual performance plans while automatically tracking progress toward target goals.
Contact us for a complete demo of the SatisFacts Insite+ Work Order survey program and reporting.