Questions we get every time.

Our assessor attends your facility as a regular member would — without announcing themselves to your staff. They carry out a structured assessment across all six categories using our standardised 40+ indicator scoring rubric. The visit takes 2–3 hours. The assessor notes observations, scores each indicator against defined pass/fail criteria, and captures photographic evidence for any finding that scores below threshold. Your team and members will not know an assessment is underway.

Yes. Scheduled visits are available and are the default approach for multi-site network programmes. However, we recommend unannounced visits for first audits — they produce the most accurate representation of your day-to-day facility condition. A scheduled visit risks a best-behaviour effect that doesn't reflect what your members experience on a normal Tuesday afternoon.

Our assessors use a standardised rubric with 40+ physical indicators across six categories. Each indicator has a defined maximum score and clear pass/fail criteria based on observable conditions — not opinion. Category scores are calculated as a percentage of the maximum, then combined into an overall score using category weightings that reflect their correlation with member reviews and cancellation rates. Changerooms and wet areas carry the highest weighting (25%) because they have the strongest correlation with negative reviews.

For any indicator scoring below 60% of its maximum — and for all critical findings — the assessor captures a photo on their device during the visit. Photos are labelled with the indicator code and included in your report as annotated evidence. They serve two purposes: they document what was found objectively, and they give you something concrete to show your cleaning contractor or operations team when discussing remediation.

Yes. Our framework covers all standard gym facility areas — training floor, changerooms, wet areas, common areas, reception, and maintenance/functionality across the whole facility. If your gym has specific areas like a pool, spa, sauna, café, or group fitness studios, let us know on the discovery call and we'll confirm scope. Some specialist areas may be included as an add-on.

You receive a professionally formatted PDF report. It includes: an overall facility score with rating band; category-by-category breakdown with individual indicator scores; photographic evidence with annotations; a critical findings section for anything scoring below threshold; a review risk analysis connecting findings to member departure data; and a prioritised remediation checklist your team can act on immediately. The report is designed to be shared internally — it's clear, specific, and doesn't require interpretation.

The findings tell you what we observed. The review risk analysis (included in Pro tier) connects those findings to real-world consequences — specifically, the language patterns in negative reviews and the cancellation rates associated with each complaint type. For example: "Drain blockage present in shower 3" is a finding. "Drain complaints appear in 29% of 1–2 star reviews in your category and are associated with a 29% 30-day cancellation rate" is the review risk context. It transforms a maintenance observation into a revenue argument.

All findings are based on observable, physical evidence at the time of assessment — not opinion. If you believe a finding is inaccurate, raise it on the debrief call. We'll review the evidence together and, if warranted, adjust the report. We stand behind our assessments but we're not infallible — the goal is accuracy, and we take that seriously.

Absolutely — that's what it's for. The remediation checklist section is specifically designed to be handed to your operations or cleaning team. Many clients share the critical findings section with their cleaning contractor as evidence when renegotiating contracts or performance standards. The report is yours to use as you see fit.

No. Each audit is a standalone engagement. Book one, act on it, and decide whether to proceed. We earn repeat business by being useful, not by contracts. Ongoing quarterly programmes are available but entirely optional.

Currently our assessors operate across major Australian cities. We're expanding. Get in touch and we'll confirm coverage in your area. Our framework and reporting are designed to be applicable in any market.

If your audit report doesn't identify at least three specific, actionable findings you weren't already aware of, we'll refund your assessment in full. No questions, no process, no conditions. We're confident in what we find because hygiene failures are rarely invisible — they're just not being systematically looked for. We've never had to issue a refund under this guarantee.

Email hello@eastauditing.com.au or use the contact form. We'll reply within one business day to schedule a 20-minute discovery call. On that call we confirm scope, timing, and which audit tier suits your needs. You receive an invoice, and once payment is confirmed we schedule the assessment visit — usually within 5–7 business days.