Survey: Customer Satisfaction Is Top Priority In Cleaning
Customers rule supreme, according to the results of a 2014 P&G Professional Cleaning Industry Insights Survey. In fact, industry professionals overall rank keeping customers satisfied as their top business priority (36 percent) over growing the business (18 percent) and making a profit (18 percent).
According to the survey:
• Customer Satisfaction is Key – In the Commercial sector, the importance of customer satisfaction continues to increase year over year. Thirty-two percent of cleaning managers polled cited keeping customers satisfied as a top business priority (up from 29 percent in 2013 and 25 percent in 2011).
• The Value of Clean – Cleaning managers in the Commercial sector cite “high quality or effectiveness” (39 percent) and “versatility of use” (38 percent) as how they define value when it comes to cleaning products, more so than low price point (12 percent).
• Top Business Concern – More than half (55 percent) of Commercial cleaning managers cite a reduction in business as a primary cause of worry about their business in general, more so than other sectors, including Food Service (44 percent), Healthcare (36) and Hospitality/Lodging (38 percent).
• Getting the Job Done – Overwhelmingly, 57 percent of cleaning managers in the Commercial sector cite products that get the job done as the most helpful factor in performing cleaning services, up 12 percent from 2013. This is followed by products that work quickly reported by 28 percent.
Click here for the full survey.
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