KPIs turn cleaning performance into a trend you can act on, rather than a series of one-off complaints or compliments. This scorecard sets out the metrics most cleaning contracts should track, with sensible targets to start from.
Download the scorecard
Download the PDFA month-by-month KPI tracking sheet with the metrics and targets below built in.
Core KPIs to track
| KPI | How it's measured | Typical target |
|---|---|---|
| Audit score | Weighted score from a scheduled walk-round (see our audit scorecard) | 85-95% depending on site |
| Attendance rate | Scheduled visits completed vs planned | 99%+ |
| Complaint response time | Time from report to first response | Same working day |
| Complaint resolution time | Time from report to fixed | Within SLA band (see SLA template) |
| Number of complaints per month | Logged complaints, by category | Downward trend |
| Health & safety incidents | Reportable incidents/near-misses logged | Zero preventable incidents |
| Consumables stock-outs | Instances of washroom/kitchen consumables running out | Zero |
| Staff turnover on site | Changes in assigned operatives per quarter | Low and stable |
Setting realistic targets
Agree targets with your contractor before the contract starts and record them in your SLA, not after a dispute. Targets should reflect the sensitivity of the site — a hospital ward and a general office do not need the same audit-score threshold.
Reporting cadence
- Weekly informal check during mobilisation (first 6-8 weeks)
- Monthly KPI report thereafter, showing trend over the previous 3-6 months, not just the latest figure
- Quarterly review meeting to discuss trends and agree any corrective action
Turning a red KPI into action
A single missed target is a flag, not a crisis. A KPI that stays red for two or three consecutive reporting periods should trigger a documented improvement plan with a deadline, escalating through your SLA's escalation matrix if it does not recover.