KPI

Excellent

Good

Average

Poor

Very Poor

Cleaning Standard

The standard of clean as observed on regular inspection this month is excellent, no issues to rectify. Always the same high standard.

The standard of clean as observed on regular inspection this month is very good, few issues to action. Usually a consistent high standard.

The standard of clean as observed on regular inspection this month is acceptable, few issues to action. Consistently to an acceptable standard.

The standard of clean as observed on regular inspection this month is below standard, several issues to rectify. Inconsistent, often a lot of issues to deal with.

The standard of clean as observed on regular inspection this month is very poor standard, building was noticeably unclean. Very inconsistent usually a poor standard.

Complaints

We receive compliments from public and clients but no complaints.

Very few complaints or none, from the public or clients.

Few complaints from the public or clients and promptly attended to.

Several complaints from the public or clients.

Constant complaints from public or clients.

Customer Service

Individual cleaners go above and beyond the call of duty. High standard verified by client.

Cleaners are proactive in offering service. High standard verified by client.

Acceptable. Cleaners are polite and helpful. High standard verified by client

Needs improvement cleaners polite, but not very helpful. Poor feedback from client.

Poor or none. Cleaners are impolite. Specific complaints from client.

Waste Management

Docks are spotless. Waste system is optimised; cleaners make pro-active contribution.

Docks are excellent; waste management is excellent.

Docks are acceptable, Waste management is acceptable.

Some problems in docks.

Docks are unacceptable; waste system is disorganised Recycling is not effective.

Safety Management System (SMS)

Excellent SMS. Includes up to date training records. Clear signs of implementation. No H&S infringments.

Very good SMS, includes training records. Clear signs of implementation. Very few minor H&S infringements.

Acceptable SMS. Documentation is complete and safe work practices are observed.

SMS is incomplete or needs improvement. Doubts over implementation.

Inadequate SMS. Definite signs of non-implementation. Unsafe work practices are observed.

Public Liability

Cleaner tracks public liability claims and is pro active; very low number of claims.

Very low number of claims. We are confident the rotations are being met; cleaners fill in statements when required.

Low number of claims; cleaners promptly attend spills and fill in statements.

Too many claims; slow to action. Slow or poor statements.

Poor handling of spills; many claims. Poor compliance with statements.

Stability of Supervisors & Staff

Expert supervisor and area managers, with little or no changes. Few site staff changes.

Very good supervisor and area manager; changes are rare. Few site staff changes.

Site supervisor / area managers do not change often. Site staff reasonably stable.

Too many changes to senior staff. Many changes to site staff.

Site supervisor and/or area manager change frequently. Many changes to site staff.

Presentation & Uniforms

All staff are well presented, in perfect uniform and equipped at all times.

All staff are well presented. Very high standard of uniforms almost all the time, few exceptions.

Occasional exceptions but promptly rectified. Overall acceptable.

Often a staff member unacceptable.

Many people often out of uniform or look untidy or not equipped.