Why Customer Experience in Commercial Cleaning is More Critical Than You Think

Discover why client experience in commercial cleaning is crucial for success. Learn how measuring satisfaction and real-time feedback can prevent churn and enhance loyalty. Explore insights from Cliezen.
Kari Thor Runarsson
3 min

The Value of Customer Experience in Commercial Cleaning

Commercial cleaning companies often focus on delivering the most cost-effective solutions to secure contracts. This process-oriented approach is essential for winning business, but it's only part of the equation - and if you aren't careful, a recipe for a race to the bottom of a low margin business.

Once you've won a contract, the real challenge begins: maintaining client satisfaction. Below are a few solid reasons why measuring client experience in the commercial cleaning industry is more critical than you might think, and how it can shape the success of your business.

Beyond Cost-Effective Solutions: The Shift to Client Satisfaction

The initial goal in the commercial cleaning industry is to provide a service that meets the client’s budgetary constraints and operational needs. However, once the contract is signed, the focus must shift from merely executing tasks to ensuring client satisfaction. Keeping a satisfied customer is significantly easier and more cost-effective than acquiring a new one. But to keep your clients satisfied, you need to know how they feel about your service. This requires consistent measurement of customer satisfaction and a proactive approach to resolving any issues that arise.

The Hidden Dangers of Ignoring Client Feedback

If you don’t measure customer satisfaction, you won't be aware of potential issues that could be festering beneath the surface. Over time, these unresolved problems can become major pain points for your clients, leading them to seek out alternative cleaning partners. By the time you realize there’s a problem, it might be too late to address it effectively.

Regularly gathering feedback allows you to identify and address issues early on. Not only does this prevent small problems from becoming significant headaches, but it also demonstrates to your clients that you value their input and are committed to their satisfaction. In many cases, promptly resolving issues can even enhance client loyalty, as they appreciate your responsiveness and dedication to their needs.

The Cost of Customer Churn in B2B

In the B2B sector, customer churn is a critical issue. Often, by the time a vendor becomes aware of a client’s dissatisfaction, the client has already decided to switch to a new provider. The lack of timely feedback can be detrimental, as it leaves you with no opportunity to rectify the situation and retain the client.

Churn not only impacts your revenue but also damages your reputation in the industry. Prospective clients may be wary of engaging with a company known for high churn rates. To prevent this, it's essential to have systems in place that continually measure and monitor client satisfaction, allowing you to act swiftly and decisively when issues arise.

Measuring Both Sides of the Business Relationship

A fairly rare and specific nature of the commercial cleaning industry is the combination of serving both the B2B and the B2C markets at once. It’s therefore extremely important to measure and understand the satisfaction levels on both the B2B side of the business relationship and the B2C side, which involves the facility workers. Let’s break this down:

1. B2B Side: Client Satisfaction

- Examples: Conduct regular surveys and feedback efforts with your clients. Implement a feedback loop where B2B clients are prompted to give feedback about the B2B side of the relationship, such as relflect on their relationship with the account manager, the onboarding process, how easy it is to reach their main point of contact etc.
This gives them a way to easily report issues and receive timely updates on resolutions. Utilize client satisfaction scores to gauge overall sentiment and identify areas for improvement.
- Benefits: Understanding your client’s perspective helps you tailor your services to better meet their needs, reducing the likelihood of churn and fostering long-term partnerships.

2. B2C Side: Facility Worker Satisfaction

- Examples: Gather feedback from facility workers (whether its office workers of an office building, or employees of a manufacturing plant) regarding the cleaning of their workplace and the overall satisfaction with supply stocking etc. Regular check-ins and anonymous surveys can provide valuable insights and in a timely fashion that allows you to respond quickly to rectify any issues or oversights in cleaning that may have come up.
- Benefits: Happy facility workers are better workers. The easy way for them to give feedback on any issues (such as lack of toilet paper, or missing soap) gives your company an overview of the cleaning workers' effort and a way to respond quickly if needed.

Client and customer satisfaction is a critical differentiator in the commercial cleaning industry

In the commercial cleaning industry, measuring client experience and satisfaction is not just an optional extra – it’s a critical component of your business strategy. By focusing on both the B2B relationships with your clients and the B2C interactions with day-to-day workers of the facility being cleaned, you can ensure a comprehensive approach to satisfaction that addresses all aspects of the service delivery process.

Remember, a satisfied client is a loyal client. By consistently measuring and acting on feedback, you not only prevent churn but also build a reputation for excellence and reliability in the industry. Don’t wait until it’s too late – start prioritizing client experience today, and watch your business thrive.

How Cliezen Addresses These Challenges

At Cliezen, we understand the critical importance of measuring and enhancing client satisfaction in the commercial cleaning industry. Our dynamic feedback methodology is designed to address the very issues outlined above.

Here’s how Cliezen makes a difference:

Real-Time Feedback: Our platform provides real-time insights into client satisfaction, allowing you to identify and resolve issues as they arise. This proactive approach helps prevent small problems from escalating into major concerns. Our feedback collection is specifically designed for both the B2B and the B2C sides of your client relationship.

Comprehensive Surveys: We facilitate regular surveys and feedback loops for both your clients and facility workers. This dual approach ensures that you have a complete picture of satisfaction across your service delivery.

Automated Action Plans: Cliezen’s AI-driven system not only detects negative trends but also generates automated tasks to address these issues. This saves your team time and ensures that no feedback goes unaddressed.

Client Retention Tools: By continually monitoring satisfaction and resolving issues promptly, Cliezen helps you reduce churn and build stronger, longer-lasting relationships with your clients.

• Last-Mile CX Feedback: Cliezen’s last-mile CX feedback feature enables cleaning companies to receive instant, real-time input from facility users. This feature not only collects statistical feedback on cleaning quality but also provides a direct path for facility workers to report urgent issues like missing soap or poorly conducted jobs. This immediate feedback loop ensures timely rectification, enhancing overall client satisfaction and loyalty.

For the competitive commercial cleaning industry, Cliezen equips ambitious companies with the tools and insights needed to stay ahead of client expectations and maintain a high level of satisfaction.

With Cliezen, you can transform client feedback into a powerful asset for growth and loyalty.

Got a question for Cliezen?

We would love to hear from you!
Contact us