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In the construction industry, tracking and analyzing key performance indicators (KPIs) is essential for the success of any company. By monitoring these metrics, construction companies can make informed decisions and improve their efficiency and profitability. In this article, we will discuss the top seven construction company KPI metrics that are crucial for measuring success.
Customer Satisfaction
- One of the most important KPIs for any construction company is customer satisfaction. Successful completion of a project with high standards of workmanship and exceeding customer expectations leads to repeat business and referrals. In the US, around 45% of projects have been reported to run over budget, and 63% overran the planned schedule in 2020.
Timeliness of Project Completion
- Another crucial KPI metric is the timeliness of project completion. Construction projects often have tight deadlines and going over the timeline results in additional costs, loss of reputation, and decreased customer satisfaction. In the first quarter of 2021, the International Construction Market Survey reported that only 63% of projects were completed on time.
Curious to learn about other important KPI metrics for construction companies? Keep scrolling down!
Customer satisfaction
Customer satisfaction is a critical measure for any construction company. This KPI can provide useful insights into the success of a company's customer service efforts and overall business strategy.
Definition
Customer satisfaction measures the level of satisfaction customers have with a company's products, services, and overall experience. It can be measured through surveys, feedback forms, or reviews.
Use Case
Construction companies can use customer satisfaction data to identify areas of improvement in their customer service, products, and services. It can also help them benchmark their performance against competitors and build more loyal customer relationships.
How To Calculate KPI
Customer satisfaction = (Number of satisfied customers / Total number of customers) x 100
Calculation Example
If a construction company has 500 total customers, and out of those 500, 450 are satisfied, the customer satisfaction KPI would be calculated as follows:
Customer satisfaction = (450/500) x 100 = 90%
KPI Advantages
- Helps companies identify areas of improvement in their customer service, products, and services
- Helps companies to benchmark their performance against competitors
- Helps companies build more loyal customer relationships
KPI Disadvantages
- Customer satisfaction scores can be subjective and are influenced by individual experiences
- The KPI may not consider external factors, such as changes in the economy
- Companies may not always receive feedback from all customers, which can skew the results
KPI Industry Benchmarks for the KPI: 'Customer satisfaction'
The industry benchmark for customer satisfaction varies by sector, but construction companies should aim for a score higher than 80%. Anything lower than this suggests that improvements need to be made to the company's customer service.
Top 3 Tips for Tracking and Calculating Customer Satisfaction KPI:
- Regularly ask customers for feedback in a way that is easy for them to provide (such as through online surveys or customer review sites).
- Ensure that all feedback is collected and analyzed, including negative feedback, to identify areas in need of improvement.
- Use customer satisfaction data to drive internal decision-making and improve customer service efforts.
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Timeliness of project completion
As a construction company, completing projects on time is crucial not only for maintaining a good reputation but also for ensuring profitability. The timeliness of project completion KPI measures the ability of a construction company to complete projects on time.
Definition
The timeliness of project completion KPI measures the percentage of projects that are completed on or before the scheduled completion date.
Use Case
Construction companies use this KPI to track their ability to deliver projects on time and fulfill their contractual obligations with clients. By tracking the percentage of projects that are completed on time, companies can identify areas for improvement and implement strategies to improve project delivery times.
How To Calculate KPI
Timeliness of project completion KPI formula:
(Number of projects completed on or before the scheduled completion date / Total number of projects completed)*100
Calculation Example
Example:
A construction company completed 20 projects in a year. Out of which, only 16 projects were completed on or before the scheduled completion date.
(16/20)*100= 80%
KPI Advantages
- Helps construction companies improve their project delivery times
- Allows companies to monitor their contractual obligation fulfillment
- Helps in improving customer relations through timely project delivery
KPI Disadvantages
- Does not factor in the quality of work done
- May not be reliable if project completion dates are not accurately recorded or there is no clear project schedule
- May not account for unexpected delays such as inclement weather or labor shortages
Industry Benchmarks
Industry benchmarks for the timeliness of project completion KPI vary depending on the type of construction project and the region. However, on average, a construction company should aim to complete at least 80% of their projects on or before the scheduled completion date.
Tips & Tricks
- Track the timeliness of project completion KPI regularly to identify trends and areas for improvement
- Develop a project schedule that factors in unexpected delays and allocate resources accordingly
- Consider using project management software to help monitor project schedules and completion dates
Quality of materials used
Construction companies rely heavily on the type and quality of materials used in their projects to deliver high-quality output. Quality of materials used is a critical key performance indicator that measures the quality of the materials used in the project, ensuring they meet the required standards.
Definition
Quality of materials refers to the degree of quality used in construction materials used in a particular project.
Use Case
The use of quality materials in construction projects is essential to ensure the longevity and durability of the building or structure. It is important to understand the quality of materials used at each stage of the project to maintain the standards required.
How To Calculate KPI
The formula for calculating the Quality of Materials Used KPI is:
Calculation Example
Suppose a construction company spent $1,200,000 on quality materials for a project that cost $8,000,000 in total. The calculation for the Quality of Materials Used KPI would be:
KPI Advantages
- Monitors the quality of materials used in construction projects
- Improves the overall quality of the project outcome
- Ensures the longevity and durability of the building or structure
KPI Disadvantages
- Does not account for factors such as weather, workmanship, and other external factors that may impact the outcome of the project
- The calculation of this KPI may be subjective to different standards of quality
- May not be applicable for every construction project
KPI Industry Benchmarks
The benchmark for Quality of Materials Used KPI is 10-15%. Any score below this benchmark indicates poor quality, while anything above this benchmark is considered good quality for the materials used in the project.
Tips & Tricks:
- Ensure that quality control checks are in place and adhered to at every stage of the project
- Use top-quality construction materials to ensure the longevity and durability of the building or structure
- Involve the project team during the selection of materials to ensure that quality standards are met
Number of repeat customers
As a construction company, the metric of measuring the number of repeat customers can indicate a level of satisfaction of the customers with the services. When customers are satisfied with the service or product offered, they are likely to make repeat purchases, which is a good thing for any business.
Definition
The number of repeat customers' metric shows the number of customers that have made repeat purchases. This metric is essential in measuring customer loyalty, satisfaction, and engagement.
Use Case
Construction is a competitive industry, and repeat customers can set a construction company apart from the competition. A construction company with a high number of repeat customers is indicating that they are trustworthy and provide quality services.
How to Calculate KPI
The formula for calculating the number of repeat customers is:
Number of repeat customers = (Total number of customers - Number of new customers) / Total number of customers
Calculation Example
Suppose a construction company had a total of 100 customers and gained 20 new ones in the last year. The formula for measuring the number of repeat customers would be:
Number of repeat customers = (100 - 20) / 100 x 100
Number of repeat customers = 80%
KPI Advantages
- Indicates customer loyalty and satisfaction
- Helps in keeping track of repeat business
- Can help identify areas of improvement in service delivery
KPI Disadvantages
- Does not factor in the monetary value of repeat purchases
- Can be affected by external factors such as the economy
- May not be relevant to all industries
KPI Industry Benchmarks for the KPI: ' Number of repeat customers '
The construction industry benchmark for the number of repeat customers is 40%.
Tips & Tricks:
- Ensure quality service delivery to increase customer satisfaction
- Collect feedback from customers to know areas that need improvement
- Offer incentives for repeat business, such as discounts or loyalty programs
Number of Referrals
As a construction company, you should always be on the lookout for new clients. One of the most effective ways to gain new clients is through referrals from satisfied customers. The number of referrals your company receives can tell you a lot about how successful you are at building strong, lasting relationships with your clients.
Definition
The number of referrals is a key performance indicator (KPI) that measures the number of new customers that your company acquires through referrals from existing customers.
Use Case
By tracking the number of referrals, you can get a better understanding of how satisfied your existing customers are with your company. This metric can also help you identify areas where you might need to improve your service in order to retain more customers and improve your overall brand reputation.
How to Calculate KPI
To calculate the number of referrals, simply divide the total number of new customers gained through referrals by the total number of customers and multiply by 100 to get a percentage.
(Total New Customers Gained Through Referrals / Total Number of Customers) * 100
Calculation Example
Let's say your company gained 20 new customers last month and 5 of those customers came through referrals. Your total number of customers for the month was 200.
(5 / 200) * 100 = 2.5%
In this example, your number of referrals KPI would be 2.5%.
KPI Advantages
- Reflects customer loyalty and satisfaction
- Indicates the effectiveness of your referral program
- Cost-effective way to gain new customers
KPI Disadvantages
- May not accurately reflect customer satisfaction if referral program is not effective
- May be influenced by external factors such as economic conditions or competitive pressure
- May not be relevant for all types of construction businesses
KPI Industry Benchmarks
The number of referrals can vary widely depending on the industry and the specific type of construction business. However, a benchmark range to aim for is typically around 5-10% of total new customers gained through referrals.
Tips & Tricks
- Implement a referral program to incentivize satisfied customers to refer new clients
- Track the source of each new customer in order to accurately calculate your number of referrals
- Regularly survey your customers to gauge satisfaction and identify areas for improvement
Online presence and engagement
In today's digital era, online presence has become an essential aspect of any successful business. It helps companies to create brand awareness, engage with their target audience, and drive sales. Measuring online presence and engagement using KPIs is critical to ensure that the company's efforts are paying off. Therefore, let's take a closer look at the KPI: Online presence and engagement.
Definition
The Online presence and engagement KPI measures the company's performance in terms of how well it reaches and engages its target audience through various online channels.
Use Case
This KPI is relevant to construction companies that want to increase their visibility, engage with their clients, and create a better online reputation. By measuring online engagement, companies can identify areas for improvement and optimize their online presence.
How To Calculate KPI
The formula to calculate online presence and engagement is:
Calculation Example
Let's say a construction company has 10,000 social media followers, 5,000 average monthly website visits, and a target audience of 50,000 people. The online presence and engagement would be:
KPI Advantages
- It helps companies to measure the overall effectiveness of their online presence
- It provides insights into how well the company is reaching its target audience
- It helps to identify areas for improvement and optimize the company's online presence
KPI Disadvantages
- It doesn't account for the quality of website visits and social media reach
- It doesn't consider the engagement rate of the target audience
- It may be affected by factors outside the company's control, such as changes in algorithms or trends
KPI Industry Benchmarks
According to industry benchmarks, the average online presence and engagement in the construction industry is around 35%. However, it may vary depending on the company's size, niche, and target market.
Tips & Tricks:
- Focus on creating valuable content that resonates with your target audience
- Engage with your audience through social media, blogs, and forums
- Monitor your online presence and engagement regularly and adjust your strategy accordingly
Cost efficiency in labor and materials
Definition: Cost efficiency in labor and materials is a KPI that measures a construction company's ability to maximize resources and minimize waste when it comes to labor and materials on a project.
Use Case: Cost efficiency in labor and materials is a critical KPI for construction companies to track as it directly impacts their profit margins. By avoiding waste and maximizing resources used, companies can save money and allocate those savings towards investment in the business while maintaining top quality projects for clients.
How To Calculate KPI:
Calculation Example: Suppose a construction company has total labor and material costs of $500,000 and completes work worth $600,000. The cost efficiency in labor and materials would be ($500,000 / $600,000) = 0.83 or 83%.
KPI Advantages:
- Helps construction companies identify areas where they can reduce costs which ultimately increases their profit margins.
- Enables companies to maximize resources and avoid wastage, making them more sustainable.
- Gives a clear indication of a company's ability to manage and optimize resources which is pivotal for improving their business model.
KPI Disadvantages:
- Not directly linked to the quality of output or timeliness which are also major factors in a construction project.
- Can be affected by external factors, such as market prices for materials, which may not be under the control of the company.
- Doesn't consider important aspects of resource use like safety requirements and environmental regulations which can impact costs incurred.
KPI Industry Benchmarks: The industry average range for cost efficiency in labor and materials KPI is between 80% and 85%.
Tips and Tricks:
- Ensure that all work is planned effectively, and that resources are allocated considering time, quality and budgetary considerations
- Conduct regular audits of labor and material usage and identify areas where costs can be reduced or reallocated.
- Engage suppliers regularly to negotiate better pricing, payment terms, and other agreements to help reduce material costs.
In conclusion, monitoring key performance indicators (KPIs) is vital for the success of any construction company, allowing them to make informed decisions and improve their efficiency and profitability. There are several crucial KPI metrics that construction companies must track, including customer satisfaction, timeliness of project completion, and quality of materials used. Ensuring high standards of workmanship and exceeding customer expectations can result in repeat business and referrals. Meeting deadlines is necessary to avoid additional costs, loss of reputation, and loss of customer satisfaction. It is also essential to monitor the number of repeat customers, number of referrals, online presence and engagement, and cost efficiency in labor and materials to measure success and determine areas for improvement. Construction companies that prioritize monitoring these KPIs can improve their operations, gain a competitive edge, and achieve their business goals.
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