Use Cases / Facility Services
FACILITY SERVICE ASSESSMENT
Give every FM provider, cleaning contractor, and property manager a continuous, independent read on service quality — across every site, every zone, every shift.
The Context
Occupant satisfaction is the single most reliable predictor of contract renewal — and the hardest thing to measure continuously across a portfolio of client sites.
Most complaints are never filed. They show up later as lease non-renewals, lost tenders, and client exits.
Responding to failures costs three times more than preventing them through signal-driven scheduling and early alerts.
One review without site-level evidence is enough to start a competitive tender — even when day-to-day service is strong.
The gap between an occupant noticing a problem and FM being told about it — without a real-time feedback channel.
Occupants rarely report problems formally. By the time a complaint reaches your account team, the damage to client trust is already done.
Account managers spend hours compiling reports from disconnected spreadsheets — and still can't prove what happened zone by zone.
Cleaning and maintenance crews follow fixed schedules. When a zone deteriorates mid-shift, there's no trigger to redirect resources.
Each site feels like a separate operation. There's no cross-portfolio benchmark to show which sites are excelling and which need attention.
Positive occupant feedback never reaches the crew members responsible. Without recognition, retention stays low and turnover costs stay high.
At contract renewal you rely on relationship capital rather than performance data. Competitors who can show evidence win even when your service is better.
Overview
PXP deploys across the two environments where FM providers carry the most risk and most opportunity: corporate workplaces and healthcare facilities.
Class-A offices and multi-tenant campuses where occupant experience directly affects lease renewals and FM contract value.
Where service quality intersects with patient safety standards, infection control, and regulatory compliance.
The Outcome
PXP continuously assembles the data your account managers need to walk into a client meeting with confidence — not a spreadsheet compiled the night before.
Zone-level SLA mapping — Contract thresholds are loaded per site and zone during onboarding
Real-time breach alerts — Any score drop below an SLA boundary triggers an instant notification to the account manager
Automated evidence trail — Every occupant response, alert, and dispatch event is timestamped and exportable
QBR pack auto-generation — Your account manager walks into the review with the evidence pack already built — zone by zone, period by period
Example
A recurring satisfaction dip at Harbourfront Residences — and how PXP turns an occupant pattern into a revised maintenance routine before a single complaint reaches the client.
Harbourfront Tower B, Restroom 3F — satisfaction score dropped to 58% across 6 responses in 90 minutes.
Action Hub routed a cleaning request to the on-site supervisor with zone score, occupant comments, and SLA status.
Cleaning crew arrived. Issue logged: soap dispenser empty, paper towel unit jammed. Both resolved within 9 minutes.
Score recovered to 86% across 8 post-service responses. Incident auto-closed and timestamped for QBR evidence pack.
PXP detected, escalated, and resolved a restroom service failure in under an hour — before any formal complaint was raised.
Our account manager used to spend the day before every QBR compiling data. Now the evidence pack builds itself and we walk in confident.
Frequently Asked Questions
Practical answers for operations directors, account managers, and commercial leads evaluating PXP.
PXP uses QR codes posted at zone entrances and touchless kiosk terminals. A scan takes under 10 seconds and requires nothing from the occupant beyond that moment — no account, no download, no follow-up.
Yes. The portfolio dashboard gives your account team a single view of every client site, benchmarked on the same occupant-satisfaction standard. Site access can be scoped so each client sees only their own data.
During onboarding, PXP zones and service lines are mapped to the thresholds in your contracts. Scores are automatically tracked against those thresholds, so you know — and can show clients — when you are above, at, or approaching an SLA boundary.
Yes. PXP includes a client-portal view that shows real-time and historical occupant-satisfaction data for their site — giving your account team control over the narrative rather than waiting for complaints to surface.
When a zone score drops below a threshold, PXP's Action Hub routes an alert to the on-site team with the zone score, occupant comments, and a recommended action. Crews respond to signal, not schedule.
Positive occupant feedback is routed back to the individual crew members and supervisors responsible. Recognition at the shift level is one of the most consistent drivers of reduced turnover in deskless workforces.
Business Impact & ROI
FM providers who measure occupant experience continuously win more renewals, dispatch more efficiently, and retain frontline teams longer than those who rely on inspections alone.
Client-portal access gives your account team a live evidence trail. At renewal, you show performance — not just promise it.
Stop compiling spreadsheets the night before. PXP assembles zone scores, KPIs, and incident logs automatically.
Crews are directed to where occupant feedback says attention is needed — cutting reactive dispatch costs significantly.
Positive occupant comments are routed to the individual team members responsible — a proven driver of reduced turnover.
Zone-level SLA tracking gives your ops team a breach warning before a client call — not after a complaint.
When a competitor bids, your QBR data, zone scores, and resolution records make the performance comparison concrete and winnable.
See It Live
Bring one client site to a 30-minute demo and we'll show you the portfolio view, the dispatch flow, and the QBR evidence pack — built on your zones and your SLA structure.