Facility performance needs records as well as observations. Agree on measures that show whether scheduled work is complete, requests are resolved, and required cleaning records are available.
Why perception is not a metric
Complaints show problems people notice, but they do not cover every task. Combine feedback with scheduled inspections, work logs, and record reviews.
Track trends in inspection results, complaints, staffing changes, and missing records. Review the underlying work before deciding what action is needed.
KPIs worth tracking
Choose measures the site can collect and use. Possible measures include:
- Inspection and audit scores. Use a defined checklist and a review schedule suited to the area. Keep the scoring method consistent and document any changes.
- Response and resolution time. Track report, response, and close-out times. Define separate expectations for routine requests and urgent issues.
- Complaint rate. Total complaints per month, normalized by square footage or by number of spaces serviced. Track complaint source (tenant, lab staff, security, management) and category (missed task, quality, staff conduct, documentation). A complaint rate that trends upward over a quarter warrants a formal review before it becomes a crisis.
- Staffing stability. Track changes to the assigned team and completion of site onboarding. Ask for notice before new staff enter restricted areas.
- Documentation completeness. Compare required records with completed records. Refer missing or late entries to the site quality process.
- Continuity of service. Track missed coverage and backup staffing on your account. Review the reasons for gaps before drawing conclusions about the provider.
A vendor who welcomes being measured is different from one who deflects it. The willingness to be held to specific numbers is itself a data point about operational confidence.
Using KPIs to hold a partner accountable
Agree on the measures, review schedule, and escalation process before the contract starts. Review the account data with the provider and record decisions.
When a target is missed, review the underlying task, staffing, instructions, and schedule with the provider. Assign corrective work and record how completion will be checked.
Setting baseline and thresholds
Set baselines using the site scope, risk assessment, and quality requirements. Define how inspection results, response times, and record completion will be assessed. Avoid adopting generic targets without reviewing whether they fit the site.
Write the escalation steps into the agreement. Identify who investigates a missed target, who approves corrective action, and how repeated issues are reviewed.
For more on how we structure performance accountability in our service agreements, see our quality and compliance practices and service delivery process pages.
What to check
Choose measures that support decisions about the actual work. Review them consistently, explain changes, and connect findings to documented follow-up.
