The U.S. janitorial services industry is currently worth $93 billion and is expected to grow steadily, with a CAGR of 4.1% from 2024 to 2030.
Despite this, businesses in the space are facing some unique challenges. With low barriers to entry, competition is tough, often leading to price wars. Plus, the industry's demand is closely tied to economic conditions—when the economy dips, so does spending on cleaning services, making revenue stability a persistent challenge.
To grow in this evolving market, janitorial services companies need to understand the trends shaping the future of their industry and how to leverage them to enhance their customer experience, meet rising expectations, and stay competitive.
The state of the janitorial services market
Regulatory shifts in spaces such as healthcare and food service are unlocking new opportunities for specialized cleaning. And, thanks to the Covid-19 pandemic, cleanliness is a bigger focus than ever.
The market is growing steadily, and janitorial services companies have a unique opportunity to enhance their customer experience (CX) and potentially surpass competition. A CX program can lead to happier clients, stronger loyalty, and a better reputation—ultimately driving profitability.
So, where do you begin? Let’s explore some practical ways to improve your customer experience and gain a competitive edge today.
Exceed elevated health and safety expectations
Customer expectations for cleanliness, sanitization, and disinfection have surged in recent years, particularly in public and commercial spaces. If businesses aren’t adapting to these new standards, they risk losing customers to competitors who meet these expectations—especially since commercial cleaners are estimated to lose 55% of their customers due to inadequate cleaning practices.
To meet these higher standards, businesses need to implement robust customer experience programs that ensure and confirm compliance with the new expectations.
Gain insights into customer expectations through insightful feedback
Effective reputation management and social proof are vital for attracting and retaining customers. It’s important to be proactive by monitoring and responding to customer reviews and feedback across various channels, which is essential for building trust and enhancing online reputation.
This proactive approach helps ensure you meet heightened health and safety expectations, strengthen customer relationships and business credibility, and strengthen customer loyalty.
Proactive issue resolution
In a highly competitive market, a robust customer experience (CX) program can set a service provider apart by demonstrating their commitment to customer satisfaction and quality service delivery. These programs enable you to proactively address and resolve service issues, managing potential problems before they escalate. This immediate, proactive approach not only prevents negative customer experiences but also enhances the overall service reputation.
Waiting to implement such initiatives gives competitors a clear advantage and opportunity to capture market share.
Enhance the employee experience
High turnover rates and skilled labor shortages are prevalent in the janitorial services industry, making the employee experience (EX) vital. An effective EX program that boosts job satisfaction and strengthens training programs can help retain valuable employees while attracting new talent by cultivating a better work environment and bolstering the company’s reputation.
Elevating employee satisfaction and engagement can also help you reduce turnover, enhance team morale, and ultimately elevate the quality of service they provide, making these initiatives essential in maintaining a competitive edge in the industry.
Personalize the experience
In the janitorial services industry, personalized services are steadily rising—so leveraging advanced analytics is key to staying ahead of your competition. By utilizing customer data, companies can tailor their offerings to better meet individual needs, ensuring a more personalized experience.
A robust CX program aids in understanding these preferences, enhancing service personalization and boosting customer retention. Postponing these strategies risks a generic service model that fails to meet specific customer demands.
Access to analytics that provide deep insights into customer behaviors and satisfaction levels also empowers janitorial businesses to make informed decisions and seize opportunities to optimize their services.
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SMG transforms CX data into actionable insights, empowering you to master CX management, strengthen customer relationships, boost business outcomes, and explore new growth avenues.
Explore how partnering with SMG can lead to substantial growth in customer satisfaction and elevate your business performance.
