Customer satisfaction scored highly in the recent Construction Products Industry Key Performance Indicators (CPI KPI) survey.

Rita Singh, head of environment and industry performance at the Construction Products Association (CPA), said manufacturers and suppliers were both highly rated, with an average 97% of those surveyed being satisfied or very satisfied on counts including delivery, quality, sales advice, after sales service and value for money.

“Improvements have also been made in training, with average training days per annum up by 10% and NVQ qualifications up by 15%”, she said. “However, health and safety has been a disappointment with an increase in the reportable accidents per 100,000 per year.”

There have been successful initiatives in some sectors, but work still needs to be done to ensure that workers are protected.

&#8220Health and safety has been a disappointment with an increase in the reportable accidents per 100,000 per year”

Rita Singh, head of environment and industry performance at the Construction Products Association

She said the results have set high benchmarks for the industry’s five environmental KPIs – energy consumption, water usage, transport movements, waste reduction and packaging management – which will help companies measure their performance in 2005.

The CPA hopes more companies will adopt the CPI KPIs. Ms Singh said: “It is important that a standard set of definitions is used across the construction products industry and we would urge the industry’s clients to adopt consistent definitions and terminology to allow manufacturers and suppliers to submit comparable data and enable industry-wide comparisons.”