The purpose of measuring performance however is not to identify poor performers, but to understand where the market stands and how big is the room for improvement. At the end of the day it is up to those who get the service to judge its quality, but it is much easier to challenge your providers when there the market data is available. This relates equally to occupiers who rent from with property owners, to owners who employ managing agents and to managing agents who engage with contractors. There is a natural incentive (or one would expect there is one in a competitive market) to be better than the others, which drives the industry. Finally, transparency in industry performance encourages collaborative initiative in promoting higher standards.
Industry Performance Analyst, Property Solutions
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