Facilities Key Performance Indicators (KPIs)

The Facilities Key Performance Indicators (KPI) brings together 15 indicators across six key areas — 1) Overall State of Facilities; 2) Customer Experience; 3) People and Culture; 4) Project Delivery; 5) Safety and Training; and 6) Sustainability — to provide a comprehensive overview of how Facilities is performing today and where opportunities for improvement remain. 

By setting baselines and tracking these indicators over time, we are strengthening the foundation for evidence-based decision-making, transparent reporting, and shared accountability. This report captures not only where Facilities stands today, but also begins to tell the story of our progress — the strengths we can build on and the challenges we must continue to address. 

The Facilities KPI Report represents an important step forward in advancing our Facilities Roadmap initiative, helping to define clear, focused measures that guide our actions and reinforce our shared goals. 

Our current state and key findings 

Early results demonstrate strong performance in service quality — achieving 97% of the APPA Level 3 target for interior cleaning — reflecting reliability, care, and consistent operational standards. Customer experience feedback presents a more nuanced picture: while Planon service request satisfaction is high at 89%, indicating positive day-to-day service delivery, the broader Facilities customer survey showed a decline. This may partly reflect a change in survey methodology—shifting from a 5-point “Excellent to Poor” scale to a clearer “Very Satisfied to Very Dissatisfied” scale—to improve accuracy in interpreting favorability. The results highlight opportunities to further strengthen communication, responsiveness, and alignment with customer expectations. 

We are also seeing steady progress in sustainability, and continued focus is needed in areas such as asset management, preventive maintenance, and safety training to ensure long-term reliability and resilience. 

Looking ahead, these KPIs will help us measure what matters most, track progress against our strategic priorities, and foster a shared understanding of performance across the Facilities team and the broader campus community.