Packaged facilities management systems with built-in flexibility for customisation score highest satisfaction levels, new survey reveals

Citation

(2001), "Packaged facilities management systems with built-in flexibility for customisation score highest satisfaction levels, new survey reveals", Facilities, Vol. 19 No. 1/2. https://doi.org/10.1108/f.2001.06919aab.009

Packaged facilities management systems with built-in flexibility for customisation score highest satisfaction levels, new survey reveals

Packaged facilities management systems with built-in flexibility for customisation score highest satisfaction levels, new survey reveals

Keywords: Facilities management, Survey, Software

Packaged facilities management systems designed with inherent flexibility for customisation achieve far higher levels of customer satisfaction than bespoke systems or packages that have to be assembled with other systems to meet clients' customisation requirements, according to the new REMIT 2000 Survey published by Ernst & Young's Real Estate Group.

The survey shows that packaged systems score consistently higher than bespoke systems in terms of user satisfaction[1] – while packaged systems that can be customised without some form of bespoke element do even better.

Steve Vatidis, managing director of the Raindrop Group, says: "The REMIT 2000 Survey's findings vindicate the approach that we have been advocating for years. With our Manhattan system, we have always had a standard product policy – with flexibility, ease of use and a high level of functionality built into the design so that it can be customised and future-proof without any kind of bespoke requirement."

Manhattan was developed in consultation with leading property and facilities management companies including high street retailers, property investment companies and managing agents. Raindrop also worked closely with specialist firms of accountants and consultants with detailed experience of a large number of property organisations.

Says Vatidis: "This consultation process showed us that a wide range of companies recognised the benefit in having a system that can be tailored to meet the specific requirements of the user organisation without bespoking the software. It warned us that the approach of assembling together different systems utilising bespoke interfaces could lead to a higher degree of customer dissatisfaction."

Raindrop's Manhattan system comes under the packaged systems category in the Ernst & Young REMIT 2000 Survey. It scored a customer satisfaction rating of about 75 per cent[2]. According to the survey's "composite measure of satisfaction", this rating indicates that respondents would buy the Manhattan system again.

For further information please contact Brian Oliver, Focus Marketing Communications. Tel: +44 (0) 20 8687 1622.

Notes

1. 1.

   Ernst & Young, REMIT 2000 Survey – Figure 22

2. 2.

   Ernst & Young, REMIT 2000 Survey – Figure 23.