Cleaning client satisfaction scorecard
A monthly scorecard for the person who pays for the cleaning. It measures the building, the service behind it and the paperwork that proves either one, on a printable page you can send straight back to your contractor.
Satisfaction with a cleaning contractor usually gets measured by mood. A tenant complains, the property manager gets annoyed, and a month later nobody remembers whether the complaint was a pattern or a one-off. Renewal rests on the last bad week. A scorecard fixes that by asking the same questions every month, so the answer at renewal is a trend you can show your owner or your board.
Score it on the same day each month. Walk the lobby and one restroom unannounced before you fill it in, and attach a photo to every Fail. Then send it to the contractor. A good contractor will be glad of it, because it tells them what you notice, which is often different from what their own inspections look for.
First Impression at Opening Time
- Entry glass and doors clean when the first tenant arrives
- Lobby floor clean, no overnight tracks, salt residue or mop streaks
- Elevator cab clean, including the door track
- No odour in the entrance or the elevators
Restrooms
- No tenant complaints about restrooms this month
- Dispensers stocked at the start of the business day
- Floor and fixture seams clean on an unannounced check
- No odour at the door on an unannounced check
Tenant Spaces
- Waste and recycling emptied on every service night
- Desks and shared surfaces wiped as the scope requires
- Carpet vacuumed to the edges, no build-up under desks
- Kitchens and break areas left clean for the morning
Responsiveness
- Every complaint this month got a reply within one business day
- Every complaint was fixed by the date the contractor gave
- The contractor raised at least one problem before a tenant did
- Your contact at the cleaning company answered calls and emails
Staffing and Supervision
- The same crew served the building for most of the month
- A supervisor visited the building and there is a record of the visit
- Crew changes were announced to you before they happened
- Crew wears a uniform or ID and follows building rules
Records and Reporting
- The contractor sent inspection results for your building this month
- Failed items in those results show a fix and a date
- Periodic work due this month (extraction, floor care, windows) was done and recorded
- The invoice matches the scope, and extra work was approved in advance
General checks (site-wide)
- Score this sheet on the same day each month so the months compare fairly
- Check one restroom and the lobby unannounced before scoring
- Attach a photo to every Fail and send the sheet to the contractor within two days
- Keep every month's sheet, because the trend is what matters at renewal
How often to inspect
| Monthly | Score this sheet and send it to the contractor |
| Quarterly | Meet the contractor to go through three months of scores and open items |
| Annually | Bring twelve months of scores to the renewal or tender decision |
The lines that separate a good contractor from a lucky one
The contractor raised a problem before a tenant did
Pass: at least once this month, the contractor told you about something first, whether a leak, a damaged carpet or a supply shortage. Fail: every issue you heard about this month came from a tenant. A contractor with a working inspection program finds things. One without it waits to be told.
Every complaint got a date
Pass: each complaint got a reply within one business day with a date for the fix, and the fix happened by that date. Fail: replies that apologise and promise to speak to the crew. An apology with no date attached usually means the same complaint next month.
You received inspection results for your building
Pass: dated results for your property, showing failed items and when each one was closed. Fail: nothing at all, or results that are all passes month after month. An inspection program that is working finds something to fix most months, so a perfect record for a full year usually means nobody looked closely.
Keeping the scores fair
Score the building, not the relationship. A contractor who is pleasant on the phone and a contractor who is hard to reach can both run a clean building, and the Responsiveness area is where that difference belongs. Keep it out of the restroom lines. When you score a Fail, write down where it was and attach the photo, so the contractor can find the exact spot and fix it that night. Leave a line blank if you could not check it, and say why in the margin. A month with three blank lines tells you to walk the building differently next time.
How this differs from a vendor audit
This scorecard is a monthly pulse, short enough to complete in one walk of the building. The janitorial vendor audit checklist is the deeper review you run twice a year, covering the contract, staffing, insurance and safety paperwork. Use both. The monthly scorecards show you the trend, and the audit tells you why it moved.
Bringing it to renewal
Twelve monthly scorecards turn a renewal from a conversation about how the year felt into one about what happened. If the scores held and the contractor raised problems before your tenants did, that is worth saying out loud and worth paying for. If the trend fell, you have the record to ask for a correction plan or to go to tender, and the switching cleaning companies checklist covers the transition. For the building-side standard your contractor should be inspecting against, see the commercial cleaning inspection checklist.
Common questions
How do you measure satisfaction with a cleaning company?
Score the same short list every month: how the building looks at opening time, restrooms, tenant spaces, how fast complaints got a reply and a fix date, whether supervision is real, and whether the contractor sent inspection records. Pass or Fail on each line, a photo on each Fail, and the sheets kept so you can see the trend.
How often should a property manager score their cleaning contractor?
Monthly with a short scorecard like this one, plus a deeper vendor review twice a year that covers the contract, staffing, insurance and safety paperwork. Score on the same day each month so the months compare fairly.
Should I share the scorecard with the contractor?
Yes, within two days of scoring it, with a photo attached to every Fail. A good contractor will use it, because it tells them what you notice, and that is often different from what their own inspections look for.
What score should trigger a conversation about replacing the contractor?
A single bad month rarely should. Three months of falling scores, or the same Fail repeating with no date for a fix, is the point to ask for a written correction plan. If the plan does not change the trend within a quarter, it is reasonable to go to tender.
Do I need to give an email address to download the PDF?
No. The download is a direct link with no form. Print a copy each month, add the building name, and keep the completed sheets together.