P&G Professional Probes Industry Trends

Cleaning industry professionals overall rank keeping customers satisfied (36 percent) as their top business priority, while growing the business (18 percent) and making a profit (18 percent) come in a distant second. This according to the 2014 Cleaning Industry Insights Survey from P&G Professional.

In the survey, cleaning managers noted their primary worries as a reduction in business caused by economic downturn (43 percent) and customer dissatisfaction (38 percent) as it relates to their business in general. And, when it comes to concerns about cleaning or disinfection, customer dissatisfaction or complaints (47 percent) tops the list. The survey results, released today, were based on the responses of 401 cleaning industry professionals and key decision makers across Commercial, Food Service, Healthcare and Hospitality/Lodging sectors. P&G Professional released its first Cleaning Industry Insights Survey in 2011.

As cleaning industry professionals place more emphasis on keeping customers satisfied, they realize the importance of setting the bar high to ensure customer satisfaction. Cleaning managers surveyed note their top three challenges when managing cleaning staff, include: quality of work (55 percent), lack of interest, motivation or dedication (45 percent) and employee turnover (34 percent) – all of which can impact cleanliness and a customer’s overall experience.

Over half of those surveyed (55 percent) 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 percent) and a simpler routine that all staff can get accustomed to (22 percent) round out the top three most helpful factors. Meantime, when it comes to defining value as it relates to cleaning products within their business, 41 percent of decision makers cite high quality or effectiveness, while 33 percent refer to versatility of use/ability to use a single product for more than one purpose, and only 16 percent cite low price point.

Respondents also cite that staff cutbacks have decreased to 17 percent (down from 24 percent in 2013 and 29 percent in 2011). 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 percent) say they are taking a “doing more with less” approach when it comes to staff.