Quality Control
Premium Quality Through Process and Measurement
“They regularly address the service they provide, obtaining higher and higher standards.”
Director, Rhicon Currency Management, UK
“They regularly address the service they provide, obtaining higher and higher standards.”
Director, Rhicon Currency Management, UK
Quality audits and reports
Cleanology are committed to maintaining high quality standards both at transition stage and throughout the delivery of the services. To maintain high standards, we have invested heavily in both self-developed, bespoke and off-the-shelf software systems. All are brought together under our bespoke software system. Through this system, we carry out Quality Audits to monitor performance, identify gaps and continually improve. We also a have an operative schedule which provides the expectation of the cleaner’s tasks and provides the means to monitor individual performance, identify gaps, train and improve.
Performance is managed and reported through our regular Quality Audits and Customer Evaluation Reports which are carried out with a key stakeholder on site using our Cleanology tablets. The Quality Audit is a measure of our cleaning performance, can be tailored to an individual site’s cleaning specification and is recorded as a percentage score on the app. The Customer Evaluation Report is an overall measure of performance including criteria such as responsiveness, staff appearance and invoice accuracy and is scored out of 10.
Delivering excellent customer service
The reports are available in either pdf form via email or can be accessed by our customers via a secure portal. The results will be collated by the Cleanology team and will form part of our regular review meetings.
Internally, the scores for both reports feed through to the Cleanology Operations Team dashboard. QA scores under 90% and CER scores below 9 are flagged for further investigation and resolutions/support and options are discussed at weekly Operations Team meeting and monthly Senior Management Team meetings.
Through these reports we have mechanisms for recording, tracking and sharing our performance as well as ensuring that we maintain an open communication and continually improve.
To ensure our client-facing members of staff are delivering excellent customer service, and to facilitate continuous improvement, we have developed our in-house Hospitality Hero training. The training involves videos and quizzes to ensure the cleaning staff are aware of and proficient in Cleanology’s customer service standards. Staff can also be nominated by clients to receive a client recognition award.
Awards & Accreditations
