SLA & KPI Tracking for Facility Management: A Practical Guide

If you can't measure it, you can't manage it. But most FM companies track the wrong things — or nothing at all.

Here are the KPIs that actually matter:

Response Time KPIs:

• Critical issues: less than 30 minutes response


• High priority: less than 2 hours response


• Normal: less than 24 hours response


• Low priority: less than 72 hours response

Completion KPIs:

• PM completion rate: target above 90%


• Work order closure within SLA: target above 85%


• First-time fix rate: target above 70%


• Backlog ratio: target below 10%

Financial KPIs:

• Cost per square foot


• Maintenance cost as percentage of asset value


• Budget variance


• Energy cost per occupant

The key is automated tracking. Manual KPI reporting is always late and often inaccurate. With a system like Premis, KPIs are calculated in real-time from actual work order data — no spreadsheets needed.