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2026-08-25

FM KPIs and Reporting: What to Measure and Why

What isn't measured isn't managed. In facility management, the difference between a manager who leads the operation and one who fights fires is a small set of numbers seen daily: how many requests are open? How many are overdue? Is preventive maintenance happening? Where do failures repeat? This guide covers the indicators actually worth tracking — without dashboard clutter.

Daily operations KPIs

• Open requests and their age: how many are past day three? The most important morning number.
• Average first-response time: from request opened to work started.
• Average time-to-close: from open to documented closure.
• First-time-fix rate: requests closed without being reopened.
• Load distribution: tasks per technician and contractor — reveals bottlenecks.

Contract & compliance KPIs

• SLA compliance per contract and priority: the rate the owner holds you to.
• Accrued and projected penalties: before they surprise you in the invoice.
• PM Compliance: preventive work completed on time — target 90%+.
• Inspection scores per site and contractor over time.

Asset & cost KPIs

• Mean Time Between Failures (MTBF) for critical assets.
• Top failing assets: the top-10 list draining your team — replacement candidates.
• Preventive-to-corrective ratio: rising corrective work signals reactive management.
• Maintenance cost per site/asset: where the budget actually goes.

The owner's monthly report: from a week of collection to one click

Nothing drains contract managers like the month-end report: pulling numbers from WhatsApp, Excel and memory, formatting them, then defending them in front of the owner. The equation flips when data is recorded the moment it happens — the request auto-numbered, the technician closing with photos from WhatsApp, times computed automatically — so the report becomes a view over an existing record: agreed numbers instead of argument, in the Arabic the owner reads.

Three dashboard rules

1. Few and daily beats many and abandoned: 6–8 indicators the manager sees every morning.
2. Every KPI has an owner and an action: a number with no one responsible and no "what do we do when it worsens" is decoration.
3. Compare trends, not snapshots: this month's rate matters against the three months before it.

About MRFQ

MRFQ computes these KPIs automatically from your team's daily work — which happens over WhatsApp with no training — and gives you live dashboards and ready monthly reports per contract, site and contractor, Arabic-first. Try it free for 14 days at mrfq.sa.

Frequently asked questions

What are the most important KPIs in facility management?

Open requests and their age, average response and closure times, SLA compliance, PM compliance, preventive-to-corrective ratio, and MTBF for critical assets.

What is MTBF?

Mean Time Between Failures: the average time an asset runs between two failures — higher means better reliability; falling MTBF signals replacement or a higher maintenance frequency.

How do I produce the owner's monthly maintenance report quickly?

By recording data the moment it happens in one system: when every request is auto-numbered and times and photos documented automatically — as in MRFQ — the monthly report becomes a one-click view.

How many KPIs should a dashboard have?

6–8 daily indicators that actually get reviewed; better few and managed than many and abandoned — with a deeper monthly trend review.

Can these KPIs evaluate contractors?

Yes — the same indicators (SLA, times, reopens, inspection scores) computed per contractor give you a fair comparison for renewals and negotiation.