In Busiest Shopping Season, Independent Businesses Can Build Loyal Customer Base and Financially Benefit by Improving Cleaning Tasks Already Being Done
It doesn’t matter how good the service is or how wonderful the employees
are, it’s how clean and fresh a hotel, restaurant, salon or office is
that matters most for 92 percent of consumers when deciding if they will
become a repeat customer. In fact, 9 in 10 (91 percent) agree that they
are more likely to have an overall negative opinion of an independent
business if the public spaces (lounges, restrooms or lobbies) are not
clean. These are just some of the results from the 2017 Consumer
Cleaning Insights Survey, released today by P&G ProfessionalTM,
the away-from-home division of Procter & Gamble (P&G).
There are many things customers notice immediately when entering a
business, and they aren’t all good. Nearly all respondents (96 percent)
agree they would ask to be moved to a new hotel room if the bedding was
not clean. If a restaurant’s restrooms are not clean, 88 percent of
customers wonder about the safety of the food being served.
But it’s not all bad news. Ninety-five percent of consumers agree that
cleanliness can elevate a good business into a great business, and 92
percent agree that if a restaurant is clean they are more likely to
recommend it to friends. In addition, nearly three-quarters (74 percent)
say they are more willing to overlook slow service if the business is
noticeably clean.
“This survey shows the importance customers place on cleanliness often
has a much greater impact than business owners may believe. Cleanliness
can actually be a source of revenue through repeat business. It’s easy
to feel like cleaning is just a necessary cost of doing business, but it
actually can be a money maker,” said Paul Edmondson, Commercial
Director, North America, P&G Professional. “No matter how big or small
the business, every experience a customer has at a hotel, restaurant,
day care facility or office affects their perception and inclination to
come back.”
The Experience of Dining Out
Consumers have high standards for cleanliness in restaurants.
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A majority (51 percent) agree that if the restaurant is really clean,
they are more likely to overlook poor service.
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More than half (57 percent) say that a clean table that is not sticky
or does not have evidence of the last guest is more important than the
quality of the food.
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Seventy-three percent report that a smelly restroom is worse than
receiving the wrong food order.
Home Away From Home
When consumers travel, they expect their temporary homes to be clean and
comfortable.
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Thirty-eight percent of travelers check for cleanliness feedback
through ratings or reviews before booking a hotel.
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Thirty-five percent of visitors have considered bringing their own
toilet tissue from home because they feel the products offered by
hotels/motels are so bad.
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Seventy-seven percent of respondents say that it’s a pleasant surprise
to find a quality toilet tissue in their hotel room, and another
two-thirds (66 percent) look forward to coming back to a hotel when
given a quality toilet tissue in their room.
About the Survey
The P&G Professional 2017 Consumer Cleaning Insights Survey, based on
responses from 1,008 adults over the age of 18 from the continental
U.S., Alaska and Hawaii, was conducted online (in English) in
partnership with Ipsos Public Affairs in 2017 and these are some of its
findings. The precision of Ipsos online polls are measured using a
credibility interval. In this case, the poll has a credibility interval
of plus or minus 3.5 percentage points the general population. For the
full report, visit: here.
About Procter & Gamble Professional
P&G Professional is the away-from-home division of
Procter & Gamble, serving the foodservice, building cleaning and
maintenance, healthcare, hospitality, food/drug/mass, and convenience
store industries. P&G Professional offers complete solutions utilizing
its parent company's scale, trusted brands and strengths in market and
consumer understanding. P&G Professional features such brands as Tide
Professional®, Dawn Professional®, Mr. Clean
Professional®, Febreze® Professional, Swiffer®
Professional, Comet®, Spic and Span®, Bounty®,
Safeguard®, and its own brand, P&G Pro Line®.
Please visit www.pgpro.com
for the latest information about P&G Professional's solutions and
services.
About Procter & Gamble
P&G serves consumers around the world with one of the strongest
portfolios of trusted, quality, leadership brands, including Always®,
Ambi Pur®, Ariel®, Bounty®, Charmin®, Crest®, Dawn®, Downy®, Fairy®,
Febreze®, Gain®, Gillette®, Head & Shoulders®, Lenor®, Olay®, Oral-B®,
Pampers®, Pantene®, SK-II®, Tide®, Vicks®, and Whisper®. The P&G
community includes operations in approximately 70 countries worldwide.
Please visit www.pg.com for
the latest news and information about P&G and its brands.
