Product KPIs reveal customer satisfaction

Contractors, clients, builders' merchants and specialist contractors are more than satisfied with construction products and the reliability of their delivery, according to this year's Construction Products Industry Key Performance Indicators (CPI KPIs).

More than 80% of the 1,000 customers surveyed were happy in these areas, while the same figure also thought the industry offered value for money.

The CPI KPI 2003, which show how the construction products industry performs in three key areas - customer satisfaction, environmental and people issues - revealed:

* Energy consumption: 50% of the industry consumes the equivalent of 50kg of CO2 per tonne output.

* Waste: more than half the industry produces less than 1.5% of waste that leaves the site per tonne output. 

* Transport: 50% of the industry uses the equivalent of less than 0.2 vehicle movements per tonne output to transport products from site.

* Safety: more than 65% of the industry had no reportable accidents in the last year. 

* Training: more than half the industry provides more than one day of training per employee.

* Qualification: only 10% of the industry had half its employees qualified to NVQ level.

Construction Products Association policy development executive Rita Singh said: "Although some of the results are very positive, there is still scope for improvement. The results need to be treated with caution because of the diverse nature of this industry.

"Not all the KPIs are applicable to each of the sectors of industry, so we are encouraging manufacturers to adopt the indicators that are key to their business success and benchmark their performance with their peers and monitor their results annually."