Addressing the Declining Customer Experience

Addressing the Declining Customer Experience

The recent poll data of several long-running studies reveal a significant decline in customer experience, resulting in increased complaints and individuals taking "revenge" against the offending business.

Addressing the Declining Customer Experience

The Current State of the Customer Experience

Customer satisfaction has experienced a significant decline recently for both products and services, resulting in a sharp increase in retaliatory actions by aggrieved consumers.

According to the results of several recent polls published by The Wall Street Journal:

  • 60% of respondents said a company had mistreated them in the past year.
  • 21% of respondents said they had retaliated against the company by posting unfavorable reviews or comments online.
  • 37% of respondents said they had stopped doing business with the company after a bad experience.
  • 28% of respondents said they had told friends and family about their negative experiences with the company.
  • Customer satisfaction with online shopping experiences fell by 7.1% in 2020 compared to the previous year.
  • Satisfaction with in-person shopping experiences fell by 6.1% in 2020.
  • 30% of customers said they had encountered a problem with a company's product or service in the past year, up from 26% the previous year.
  • Only 29% of customers said their problem was completely resolved, down from 36% the previous year.
  • Customer complaints increased by 8% in 2019 compared to the previous year.
  • The average number of complaints per customer increased from 1.25 in 2018 to 1.38 in 2019.
  • 63% of customers said they were more likely to complain about a company's product or service today than they were five years ago.
  • 85% of customers said they were more likely to share their negative experiences with friends and family today than they were five years ago.


Improving the Customer Experience With a Clean Facility

A clean facility can have a significant impact on the customer experience.

  • Enhance overall perception: A clean facility creates a positive first and ongoing impression. It demonstrates to occupants that facilities' management cares about their health and safety and increases the likelihood of desirable long-term outcomes.
  • Increase comfort: A dirty or cluttered facility can create a sense of unease, and customers may be less likely to want to spend time in that environment. Conversely, consumers have demonstrated a willingness to spend more time and money in facilities that maintain high levels of facility hygiene and safety.
  • Improve health and safety: A clean facility can help to promote good health and safety for customers. It can reduce the spread of germs and bacteria, which can help to prevent illnesses. A clean facility can also reduce the risk of accidents or injuries by eliminating slip, trip, and fall hazards.
  • Increase repeat business: Consumers have shown a clear preference through their purchasing power for organizations that invest in occupant safety, facility hygiene, and sustainable business operations.
  • Positive word of mouth: A clean facility can also lead to positive word of mouth. Customers are more likely to recommend a business to others if they have had a positive experience. A clean facility can create a positive impression that customers may share with others.


Cost-Effective Methods for Improving Facility Cleanliness

  • Declutter: Remove any unnecessary items or clutter that may be contributing to a dirty or cluttered environment. This can include old equipment, unused furniture, or excess paper and cardboard.
  • Focus on high-touch surfaces: Prioritize cleaning and disinfecting high-touch surfaces such as door handles, light switches, and elevator buttons. These surfaces are more likely to harbor germs and bacteria and can contribute to the spread of illness.
  • Deep-clean carpets and floors: Deep-cleaning carpets and floors can significantly improve the overall facility's cleanliness and indoor air quality. Depending on the carpet type, this may involve steam cleaning or other methods to remove dirt, dust, and other debris from the fibers of the carpet or floor.
  • Regularly clean and maintain restrooms: Restrooms are critical for preserving facility hygiene and occupant safety. Ensure that restrooms are regularly cleaned and disinfected, and that necessary supplies such as soap and paper towels are always stocked.
  • Encourage cleanliness among employees: Encouraging employees to maintain a clean and organized workspace will decrease clutter and germs while improving wellness and performance. Consider implementing policies such as regular desk cleanings or incentivizing employees to maintain a clean workspace.


References & Resources



Overall, a clean facility is an essential aspect of the customer experience.

It can create a positive first impression, increase comfort and safety, and encourage repeat business and positive word of mouth.

Onboarding and managing the requisite labor and material resources necessary to ensure the highest standards of cleanliness are achieved and maintained may prove cost-prohibitive for many organizations.

Outsourcing is a proven method for onboarding highly in-demand cleaning and disinfection services and experience for a fraction of the price of maintaining a similar service in-house.

If you would like more information regarding the effectiveness of high-performance infection prevention and control measures, or if you would like to schedule a free, no-obligation on-site assessment of your facility's custodial needs, contact us today for a free quote!

In Bakersfield, CA, call (661) 437-3253

In Fresno, CA, call (559) 206-1059

In Valencia, CA, or Santa Clarita, CA, call (661) 437-3253

In Palmdale, CA, or Lancaster, CA, call (661) 371-4756