Quality Audits and Performance Measurement

CleanLink’s quality audit system gives Floorbrite the information necessary to achieve client satisfaction and contract retention. All Area Managers are issued with mini iPads complete with the CleanLink Mobile App, produced specifically for the cleaning industry. Using the traffic light system of red, amber and green, Floorbrite’s area managers and clients are able to score our performance on a monthly basis. The clients are then able to verify the audit by electronically signing the screen and this information is captured centrally in our CleanLink CRM system.

Any audits scoring amber, red or containing comments requiring further action, are sent to our Operations Director to determine a course of action with the relevant Regional and Area Manager. Once a further audit is completed to gauge whether issues have been resolved, the Area Manager or Operation Management Team will discuss the outcome with the client to confirm customer satisfaction.

The audit is designed to include performance indicators that measure our service in its entirety and isn’t limited to cleaning standards, by breaking the scope of work down into cleaning areas and non-cleaning performance indicators. This is vital in evaluating all aspects of contract performance as it enables relevant members of management to measure the service provided objectively.

For those sites requiring a bespoke audit, we work with our clients to ensure our KPIs reflect those of our customers, who may need to comply with wider company or client requirements.

The CleanLink Mobile App has streamlined our operational processes enabling our area managers to not only measure performance but to ensure our sites are run efficiently in real-time. It also facilitates the ordering of materials and consumables to the site budget, the asset tracking of equipment, access to employee details, site hours and payroll budgets whilst on site, without having to complete paper forms or return to the office to use a computer.