Most facility managers evaluate their cleaning vendor reactively — when complaints pile up or contract renewal approaches. A proactive audit identifies issues before they become crises and provides objective data for contract negotiations, vendor conversations, or the decision to rebid. This 50-point checklist covers the five dimensions of cleaning program performance: quality, compliance, communication, staffing, and value.
Quality Assessment (Points 1-15)
Quality evaluation should be systematic, not anecdotal. Walk a representative sample of areas (10-20% of total space) and evaluate: Are restrooms consistently clean, stocked, and odor-free? Are floors properly maintained — no visible soil, scuffs, or finish deterioration? Are high-touch surfaces (handles, switches, buttons) clean to the touch? Are trash receptacles emptied and liners replaced daily? Are carpeted areas free of visible spots and traffic lane soiling? Are windows and glass surfaces streak-free? Are common areas (lobbies, kitchens, conference rooms) presentation-ready? Are specialty areas (labs, server rooms, childcare spaces) meeting their specific standards? Use a consistent scoring method (1-5 scale or pass/fail with deficiency counts) and document findings with photos. Compare results against the contractual scope and ISSA appearance levels specified in your agreement.
Compliance Assessment (Points 16-25)
Compliance covers both regulatory and contractual requirements. Verify that: insurance certificates are current and meet contractual minimums, Safety Data Sheets are available and current for all products used, employees have completed required training (OSHA, HIPAA, bloodborne pathogens as applicable), background checks have been conducted per contract requirements, cleaning products meet any specified certifications (Green Seal, EPA registered, etc.), proper PPE is available and being used, chemical storage meets fire code and facility policies, equipment is maintained and safety-inspected, cleaning logs and documentation are complete and current, and any required reporting (quality metrics, ATP results, incident reports) is being provided.
Communication Assessment (Points 26-35)
Communication quality is the most reliable predictor of long-term vendor satisfaction. Evaluate: Does your account manager respond to communications within 24 hours? Are issues resolved within agreed-upon timeframes? Do you receive proactive communication about staffing changes, schedule modifications, or potential problems? Is there a clear escalation path when issues aren't resolved at the frontline level? Are quality reports provided on schedule without being requested? Does the vendor participate constructively in periodic review meetings? Is the vendor forthcoming about challenges and honest about mistakes? Do they propose solutions rather than just acknowledging problems?
Staffing Assessment (Points 36-42)
Staffing directly impacts cleaning quality. Determine: Are staffing levels consistent with the contractual commitment? Is there a dedicated crew assigned to your facility (vs. rotating staff)? What is the turnover rate for staff assigned to your building? Are substitute staff adequately trained on your facility's specific requirements? Is supervision visible and effective? Are crew members professional, properly uniformed, and identifiable? Do staff members demonstrate knowledge of your facility's layout, requirements, and security protocols?
Value Assessment (Points 43-50)
Value is the relationship between what you pay and what you receive. Assess: Is the contract pricing competitive with current market rates for equivalent scope? Have there been unexpected charges or scope disputes? Is the vendor delivering the full contracted scope or has service been reduced without corresponding price reduction? Are specialty services (floor care, carpet cleaning) being performed at contractual frequency and quality? Is the vendor contributing to asset preservation (extending floor and carpet life) or accelerating deterioration through improper maintenance? What is the total cost of the cleaning program including management time spent on oversight and complaint resolution? Score each dimension separately — a vendor might score well on quality but poorly on communication, revealing specific areas for improvement conversation rather than full contract termination.
If your audit reveals consistent deficiencies, GreenPoint offers complimentary facility assessments that evaluate your current cleaning program and provide specific recommendations — whether that means working with your current vendor to improve, or considering a transition to our services.