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Key performance indicators
KPI	Gleeson’s benchmark	actual score
*Client satisfaction with product**	8	7.7
*Client satisfaction with service**	8	7
Defects	8	6.8
(this does not measure defects on handover but defects and delays at eight key build stages)
Predictability of cost (design)	0%	0.38%
Predictability of time (construction)	0%	1.3%
Safety	997 per	33.1 per
(target based on HSE annual target)	100 000 employed	100 000 employed
Sustainability (waste produced)	7167 m³	440 m³
(target based on average of 33 m³ of waste produced per £10 000 project expenditure)

* Gleeson is the client.