Cleaning and customer complaints
Mechanic
Cleanliness drops when rubbish, stains, misplaced stock and dirty windows build up.
Puddles should only appear after the mop is unlocked. This quest fix follows the launch-day wet-stain fix. Patch notes
Trash was reduced in 1.0.2. The patch announcement does not give the amount of the reduction. Patch notes
Cleanliness meter
Cleanliness is 1 − dirt load ÷ (40 + 2 × shop expansions), limited to 0–100%.
| Mess | Load |
|---|---|
| Trash | 0.75 |
| Floor dirt | 3.4 |
| Wet stain | 1 |
| Misplaced box | 0.15 |
| Scattered product | 0.2 |
| Fully dirty window | 2 |
Customer reactions
Green is above 70%; yellow is above 40% through 70%; red is 40% or below. Customers check leaving before complaining, at entry and between shelves, with at most three complaints each.
A yellow complaint costs 2 XP; red costs 8 XP. Leaving itself costs no XP.
| Zone | Base leave chance | Base complaint chance |
|---|---|---|
| Green | 0% | 0% |
| Yellow | 0% | 5% |
| Red | 20% | 20% |
Cleaning sensitivity
| Customer | Complaint adjustment | Leave adjustment |
|---|---|---|
| Tolerant | −15 percentage points | −10 percentage points |
| Normal | None | None |
| Sensitive | +10 points; 40% complaint chance in red | +10 percentage points |
| Neat freak | None | +100 percentage points |
Tools and hazards
The trash bag holds 10 pieces. A floor stain takes two mop uses. Windows gain 0.1 dirt every 90 seconds and lose 0.34 per mop use. Trash starts from day 2; floor stains and dirty windows from day 4.
Wet stains have a 30% slip chance. Banana peels have a 100% slip chance; ordinary trash has none. A vandal can paint up to five graffiti marks, taking three seconds per mark.
Weather and mess
An eligible mess check has a base 2% chance, multiplied by the weather factor. Only 15% of customers qualify to make mess, and each can make at most one mess per visit.
| Weather | Chance multiplier | Trash weight | Floor dirt weight | Wet stain weight |
|---|---|---|---|---|
| Clear baseline | 1× | 65 | 35 | 0 |
| Cloudy | 1.1× | 65 | 35 | 0 |
| Fog | 1.15× | 55 | 45 | 0 |
| Storm (pre-rain) | 1.2× | 60 | 40 | 0 |
| Light Rain | 1.25× | 0 | 0 | 100 |
| Heavy Rain | 1.5× | 0 | 0 | 100 |
| Severe Thunderstorm | 2× | 0 | 0 | 100 |
| Dust Storm | 1.4× | 75 | 25 | 0 |
Sensitivity weights
These are relative weights among eligible customers. Level 6–7 weights total 97, so the values are not percentages.
| Shop levels | Sensitive | Normal | Tolerant | Neat freak |
|---|---|---|---|---|
| 3–5 | 15 | 65 | 20 | 0 |
| 6–7 | 20 | 60 | 15 | 2 |
| 8+ | 30 | 55 | 10 | 5 |