Key Performance Indicates (KPIs)
Whether you are running a large division, regional area with multiple units or one single account, it’s likely that your company is spending a significant amount of capital and human resources in your janitorial needs. Therefore, KPIs would help to determine if you are getting a positive return on your investment.
Below are 6 major categories of KPIs that your janitorial service provider could report to you. Most companies would have these numbers calculated for internal purposes but many companies could easily share these numbers with their clients. If you want access to the report or want a report created just for you make sure to let your cleaning provider. If the reports are time-consuming and not something that the company normally tracks, they may request a modest rate increase to cover the payroll related to putting together any reports for you.
These KPIs will help to establish which areas are performing according to plan and which areas need further improvement.
- Quality of Service
- Internal inspections are tracked often and put into a spreadsheet to get the average results. Anything from which areas cleaners are performing well, which areas are ok and which need much more immediate improvement…if a cleaner is not performing up to company’s standards, most likely the cleaner is provided with more training. It’s for this specific reason that regular inspections are key to ensure a company is delivering on their promise to you –the client.
- Some companies want to get all the regular inspections while others only want the quality audits.
- Quality audit reports should be sent to you on a quarterly basis or semi-annually.
- Client Satisfaction and Responsiveness
This KPI can include several items such as: results of client surveys or the number of special requests you —the client has submitted compared to number of special requests your employees have completed.
Note: If you have dozens of locations, this can be highly effective for regional operations managers. This helps to track employee satisfaction by branch over a period of time.
- Janitorial Team
- Employee retention rate / turnover rates per branch
- Number of training hours provided for cleaning procedures, safety and policies – especially if you have several branches and have done some renovations with different floor types and surfaces that need special attention.
- Number of times a specific employee is sent back to training –and for which training areas? The more you know the better your chances of further evaluating your current provider when it’s the time to put up your contract again for bidding.
Number of lost work days due to work related incidents
Note: This can be useful again if you have multiple locations —knowing the safety numbers during different seasons to evaluate if something is wrong with your floors or need a different type of cleaning chemicals or frequency. For example, if there have been 2 accidents in the winter, and you have tile floors in the entrance to avoid your own clients from injuries placing an entry mat in each entrance could save you lots of headaches.
Comparison of actual expenses to budget, to include labor, equipment cost, chemical cost and consumables cost.
Note: if you request for the cleaning company to quote you on paper / consumables for bathrooms and kitchens – it would be good to track down month vs month statements and year vs year so you know if there is a significant increase in products. With these numbers you can also easily determine the next year budget.
Keep it simple – most companies won’t want to share much because for many companies is hard for them to track their ‘numbers’ so have honest /open conversations, discuss the goals of your organization and allow the cleaning company to help you with the process of figuring out which KPIs may make sense for you.