Customer satisfaction the top priority for cleaning managers

KEEPING customers satisfied is the top business priority among cleaning industry professionals (36%), according to the 2014 Cleaning Industry Insights Survey from P&G Professional. Growing the business (18%) and making a profit (18%) come in a distant second, the survey also found.

Most worrying for cleaning managers surveyed has been a reduction in business caused by economic downturn (43%) and customer dissatisfaction (38%) as it relates to their business in general. And, when it comes to concerns about cleaning or disinfection, customer dissatisfaction or complaints (47%) tops the list. The survey results were based on the responses of 401 cleaning industry professionals and key decision makers across Commercial, Food Service, Healthcare and Hospitality/Lodging sectors in the United States. 

Survey results indicate that the focus on keeping customers satisfied means the cleaning industry professionals realize the importance of setting the bar high to ensure customer satisfaction. Top cleaning staff challenges include: quality of work (55%), lack of interest, motivation or dedication (45%) and employee turnover (34%) – all of which can impact cleanliness and a customer’s overall experience.

Responding on the value of cleaning products, over half of those surveyed (55%) say products that get the job done the first time would be the most helpful factor in performing cleaning services. Products that work quickly (32%) and a simpler routine that all staff can get accustomed to (22%) round out the top three most helpful factors. When defining value as it relates to cleaning products within their business, 41% of decision makers cite high quality or effectiveness, while 33% refer to versatility of use/ability to use a single product for more than one purpose, and only 16% cite low price point.

Respondents also cite that staff cutbacks have decreased to 17% (down from 24% in 2013, and 29% in 2011, when the first Cleaning Industry Insights Survey was first conducted). Yet, while more cleaning staff are keeping their jobs, they are being asked to “do more with less.” In fact, the majority of cleaning managers (59%) say they are taking a “doing more with less” approach when it comes to staff.