It ‘looks clean’ isn’t enough. A university, hospital, or government facility manager needs records showing what was cleaned, when the work happened, whether it met the required standard, and how quickly problems were corrected.
Not sure if your janitorial services company is measuring up? Ask them for the following metrics:
1. Quality Audit and Inspection Scores, QA/QC
A quality audit score is one of the clearest ways to determine whether a cleaning program is producing the expected result. It turns a subjective question, "Does this area look clean?" into a measurable standard based on defined inspection criteria.
A strong quality assurance and quality control program should include scheduled internal audits, random spot-checks, supervisor inspections, and documented corrective actions. The purpose isn't to create paperwork for its own sake. The purpose is to find performance gaps while they're still manageable.
2. Scope of Work and Task Completion Rate
Completed contracted tasks / scheduled contracted tasks x 100 = task completion rate
A facility may track the rate for the entire contract, but it should also break the number down by task category. A 97% overall completion rate can hide a serious problem if daily cleaning is at 100% while quarterly carpet extraction is repeatedly missed.
3. Service Request Response and Resolution Time
Scheduled cleaning controls a building's routine condition. It can't prevent every spill, leak, broken glass incident, restroom stock-out, or unexpected contamination event. That is where service response data matters.
Establish baseline Service Level Agreements (SLAs) on how fast different types of work orders must be completed. These SLA’s can range from 60 minutes for a true emergency to 4 hours or 2 business days.
4. Supply Fill Rate and Consumption Variance
An empty soap dispenser can damage confidence in an entire cleaning program. Occupants may not know whether a floor was properly cleaned, but they'll notice immediately when a restroom has no paper towels, hand soap, or sanitizer.
Supply availability is a visible measure of operational control. Your provider should manage inventory and usage and provide transparent reporting on how often refills are needed versus the current scope of work.
5. Staff Stability and Safety Compliance
Cleaning quality depends on people. Staff stability and safety compliance show whether the provider has the workforce needed to deliver consistent janitorial services.
Frontline janitorial staff turnover is a key metric that can predict day-to-day quality and the provider's professionalism. Look for companies that have frontline retention rates above 70%. This means most staff stay long-term, reducing the risk of service gaps and safety issues. Oneliance is proud to have one of the highest retention rates in the region at 80%.
Want to compare your metrics? Contact Oneliance at info@oneliance.com for a scope of work review.