Key Performance Indicators define factors the institution needs to benchmark and monitor. Assessment techniques provide the mechanism for measuring and evaluating the defined factors to evaluate progress or impact.
Below we share 5 KPIs that your cleaning company should always account on.
Quality of the cleaning service
Conducting regular audits and inspections tracks the quality of service provided and identifies areas that may need improvement. Assessments should highlight critical points of interests that may need unique KPIs of their own. Those points will be different for each client. For example, a high-traffic commercial building may want to focus on the maintenance of their restrooms while the healthcare clients would prioritize sanitization. Fortunately, the days of paper reports are long gone. Currently, there is a variety of technologies that enable immediate report summaries during audits.
Benchmarking Customer Satisfaction Scores
The importance of customer satisfaction should never be doubted. Quality, efficiency, service, and reliability are the terms we often hear when we discuss customer satisfaction. Client satisfaction scores should always be a priority for a service provider. If your contractor does not engage you with customary surveys, they limit their ability to understand your level of satisfaction. This will consequently weaken their performance over time. Surveys should include points of focus like overall cleanliness, response time, and satisfaction with staff. Another important factor is the NPS (Net Promoter Score). Organizations or businesses are more likely to have a 10% more growth rate by measuring their Net Promoter Score.
Safety
Safety includes the number of incidents occurring in a set time and the number of days an employee missed due to a work-related incident. The more zeros here, the better for everyone involved! Your service provider should be ready to present this information and give you an overview of a safety training program in place.
Financials
Financial factor ostensibly appears one of the most straightforward KPIs. For most, the matter is if the service provider can stay within the overall budget. The capability of the service provider to come up with ways to save you money is an important measure. This may include offering innovative programs that reduce labor, supply, and cost management. This measure quantifies how motivated your service provider is to support you streamline your operations and save budget
Employee engagement
Employee engagement includes multiple things ranging from productivity to employee satisfaction. One important sub-factor is employee retention vs employee turnover. As a client you should be concerned if your contractor is showing high turnover or low retention. Employee engagement is a critical KPI in the cleaning industry that influences a service consistency. Employee retention drivers help cultivate motivated employees who are aware of the nature of your business and are happy to represent your brand.
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