The percentage of respondents reporting a 'very good' overall performance of their contract has risen to 59%, compared to 49% in our 2005 report. An additional 36% thought their performance was 'good', while no one thought it was anything less than satisfactory. 83% said that the contract is currently delivering a positive annual profit on the services contract for the company. Communication and performance assessment appear to be key factors in the success of contracts. Of the managers who met formally at least once a week, 72% felt the overall performance of the contract was very good, and only 6% 'satisfactory'. Of those who met informally on a daily basis, 80% reported 'very good' performance. It is also interesting to note that of the 24% of teams who had retained key members of procurement team, 77% reported very good performance. Most performance assessment was conducted monthly, although it is worth noting that every one of the 5% of managers who assessed performance weekly reported good or very good contract performance. 71% of hard services and 83% soft services contracts assess end user satisfaction. Surveys, 'mystery shopper' exercises and face-to-face feedback sessions are the most popular methods. Both hard and soft services are being delivered to an acceptable standard, either always or most of the time in more than 90% of cases. |
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