Pillar 1: Scope of Work Compliance
What it measures
Are your planned cleaning tasks actually happening on schedule and for the full time?
Why it matters
This is the foundation: if you’re not doing the work you scheduled, everything else is downstream.
Key KPIs
Tasks Completed (target ≥ 90%)
Measures what % of scheduled tasks were completed.
Improvement messaging: e.g. “Complete all scheduled cleaning tasks: some locations are falling behind. Add staff or adjust schedules to cover everything.”
Full Cleaning Time (target ≥ 80%)
Checks whether cleaners are staying for the full scheduled duration.
If many tasks are completed significantly faster than expected, you may be rushing; if much slower, you may be under-resourced or inefficient.
Repeat Tasks Completed (target ≥ 85%)
Looks at recurring tasks (daily/weekly) and whether they’re consistently done on schedule.
Good for catching patterns like “We always skip X on Fridays.”
This pillar is always active (every Mero deployment has at least some scope of work defined).
Pillar 2: Traffic Responsiveness
What it measures
How well your cleaning matches real-world usage, based on people-counting traffic sensors.
Why it matters
Cleaning at the wrong time wastes effort and leads to dirty facilities at the exact moments they’re busy.
Key KPIs (names may vary slightly in your UI, but follow this pattern):
Clean Before Rush Hours
Measures how often high-traffic areas are cleaned before they get busy.
High values mean you’re proactive.
Avoid Cleaning During Peak Times
Tracks how often cleaning happens in the middle of the busiest periods (lower is better).
Good performance here means you’re not in people’s way and aren’t trying to clean when it’s impossible.
Respond to Traffic Spikes Quickly (e.g., within 60 minutes)
Measures how quickly you clean after unexpected spikes (e.g., large meetings ending).
The threshold (often 60 minutes) can be adjusted.
This pillar is active only if you have traffic sensors. If not, it’s omitted from your score.
Pillar 3: Work Order Performance
What it measures
How quickly and effectively your team resolves maintenance issues (work orders).
Why it matters
Broken fixtures and recurring issues damage user experience, even if cleaning is strong.
Key KPIs
Fix Issues by Due Date (target ≥ ~80%)
The % of work orders completed on or before their due dates.
Fix Issues Fast (target ≥ ~70%)
The % of work orders closed within a short window (e.g. 24 hours), depending on your configuration.
Fix Issues Right the First Time (target ≥ 90%)
Measures how often issues stay fixed (low reopen rate).
A lot of reopened tickets means you’re having to redo work.
This pillar is active only if you use Mero’s work order system.
Pillar 4: Consumables Management
What it measures
How quickly soap, paper towels and other dispenser-based supplies are refilled after they run out.
Why it matters
An empty soap or paper towel dispenser quickly turns into complaints, regardless of how clean everything else is.
Key KPI
Refill Dispensers Within X Hours (commonly ≥ 90% within 4 hours)
Looks at events where a dispenser hits “empty” and measures how many were refilled within the target time window.
This pillar is active only if you have consumable sensors.
Pillar 5: Platform Usage
What it measures
How well your Mero configuration and devices are set up and used.
Why it matters
If locations don’t have tasks or devices are offline, you have blind spots and your score (and insights) will be less reliable.
Typical KPIs
Scope of Work Coverage
What % of locations have at least one cleaning task assigned.
A low value signals parts of the building may be unmanaged.
Fix Offline Devices
Tracks beacons, base stations and sensors that are offline.
High uptime is key to reliable data.
Log Work Order Updates Daily
Encourages regular updates and avoids “forgotten” open work orders.
Sensor Coverage (where applicable)
Whether recommended traffic/supply sensors are actually installed and reporting.
This pillar is always active, but its exact KPIs depend on which hardware/modules you’ve enabled.